Reservation Counter, LLC

To Whom It May Concern, We appreciate the customer reaching out to usThis complaint is very troublesomeAfter extensively investigating this case, we were unable to locate a reservation under the name *** or *** ***We were also unable to locate any call from the telephone number
providedWe believe that this reservation was made from a different online booking website and NOT with reservationcounter.comIn the customer's complaint they mentioned that they used Trivago.com in order to make this reservationThey also indicated that Trivago passed the customer's credit card information on to Reservation Counter and we processed the bookingHowever, contrary to the customer's statement, Reservation Counter has no affiliation with Trivago.comTrivago.com is a competitor to reservationcounter.com, and we currently have no business agreement that would cause them to use our booking services.We are able to help answer any questions for reservations booked through our site, but are unable to assist with reservations made directly through the hotel or a different website We suggest you contact trivago.com directly so that they can assist youWe are here to help if the customer has any additional questions. Sincerely, Reservation Counter

To whom it may concern,We appreciate the Revdex.com giving us the opportunity to respond to this customer We have researched this case and found that the sales agent followed procedure and entered the name on the reservation as Doctor Jessica Quillivan as the caller requestedWe
cannot take the initiative to remove titles if that is the way the caller requests the name to appear on the reservationThe cancellation policy on this reservation states that cancellations must be made before 02/26/at 12:PM to be fully refundableThe first contact we have on record from the customer is on 03/14/2017, this is well past the check in date on the reservationThe hotel has denied the requests for refund due to their cancellation policyWe hope that the customer finds this information helpfulWe wish we could offer a different resolution but we are contractually bound to the cancellation policy on this reservations and must comply to the terms therein. Best Regards,Reservation Counter

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:reservation counter is unable to prove their claims from voice recording as was requested
Sincerely,
*** ***

To whom it may concern, Thank you for bringing this case to our attention. We apologize for the error made by our agent and for any inconvenience that it may have caused youWe would like to offer you a $refundThis will be credited back to the original form of payment and
should be viewable within the next 3-daysPlease let us know if we may further assist you

To whom it may concern, Thank you for the opportunity to review this caseUpon review of this reservation we have found that this reservation was booked online by the customer directlyDuring the online booking process the customer must click on one of our ads to be directed to our website
We are a third party booking agency and book Hotel reservations for over 200,hotels worldwideThe customer is provided with all the terms and conditions of the reservation including the cancellation policy during the booking processThese terms and conditions must be acknowledged and agreed to before the booking can be finalizedWe apologize for any confusion that has occurred, however the customer has chosen a non-refundable reservation. We have called the hotel regarding your refund request however they informed us that they would not be willing to process a refund due to their cancellation policyThis is their policy and we must complyPlease let me know if there is something that I am not understanding or if there is anything else we can do to assist you. Best Regards,Reservation Desk

To whom it may concern, Thank you for bringing this case to our attentionWe have investigated this reservation and found that during the original sales call the sales agent informed the customer of the cancellation policy which states: Each room in this reservation is subject to the
hotel's cancellation policy which is: Cancellations before 09/14/2017, 06:PM (America/Los Angeles) are fully refundableBookings cancelled after 09/14/2017, 06:PM (America/Los Angeles) are subject to a fee of night's room and taxThere is no refund for no-shows or early checkouts.The customer contacted us on 09/14/at 6:PM MSTDuring this support call the customer and the agent discussed many options regarding this reservation however, the customer did not request to cancel the reservation at this timeThe customer agreed to escalate this case for further investigationWe have called the hotel regarding cancelling this reservation and they have denied our requests for refundThey have stated that they will stick to the cancellation policyWe are contractually bound to this policy and must complyPlease let us know if we may be of further assistance. Best Regards,Reservation Counter

We appreciate the customer's response and the opportunity to rebuttal this complaintOur records show that only one phone call was made from the customers phone numberThis call was made on Jan at 5:AMWe show that no previous contact was made to reservationcounter.com and there was no call coming from the customer on the 22ndWe would like to remind the customer that the hotel's cancellation policy states.Cancellation Policy : You can cancel free of charge up until the cancellation windowCancellations or changes made after 4:M on Jan 19, are subject to a Night Room & Tax penalty.Regardless of when the customer contacted us, the cancellation policy that was provided at the time of booking states that there will be a one night penalty if the reservation is cancelled after Jan 19th at 4:PMAs a courtesy, We contacted the hotel on Jan 23rd at approximately 6:AM and spoke to Omar at the front deskOmar confirmed that the hotel would be charging a one night penalty because the customer did not meet the conditions of the cancellation policyReservation Counter, along with the hotel, reserves the right to stand by the cancellation policy that was provided to the customer when the reservation was made online

To whom it may concern, Thank you for the messageWe reviewed this reservation and found that it was booked online by the customer who went directly to our websiteSorry for the confusion that may have occurredThe customer was provided the terms and conditions of the reservation, including
the cancellation policy during the booking processBefore the reservation can be made a customer must agree to the terms and conditions that we are obligated to follow and that are set by the hotelAlthough the customer agreed to a non-refundable reservation, we called the hotel about the refund request, which was deniedPlease let us know if there are other questions. Best Regards,Reservation Counter

To whom it may concern, Thank you for your patienceWe apologize for the trouble you had with one of our agents while making your reservationWe have investigated your case and found that this reservation was cancelled and fully refunded on December 18, Please let us know if we may be
of further assistance. Best Regards,Reservation Counter

To whom it may concern, Thank you for contacting us regarding this complaintWe have investigated this reservation and found that the customer booked this reservation onlineWhen someone searches for a hotel online, multiple ads pop up and the customer must choose an ad by clicking on itOne way to determine what company is represented in the ad is to look at the web addressWe are a third party booking agency and purchase our inventory from the hotels and/or providers such as Priceline, Orbitz, etcOur website is properly branded with our company name and informationWe offer a picture of the property so that the guest can see what the property they have chosen looks like and determine if it is the hotel they want to book atThe cancellation policies are attached to our inventory by the hotel at the time we purchase in bulkWhen a hotel sells inventory to a third party booking agency such as ours the cancellation policies often do not mirror those of the hotel directly The customer must acknowledge and agree to all the terms and conditions including the total cost and cancellation policy before the reservation can be finalized. In this case the customer agreed to the non- refundable policy and the reservation was finalized These are the hotels policies and we are contractually bound to the terms thereinIf we can be of any further assistance, please let us know. Best Regards,Reservation Desk

To Whom It May Concern,We appreciate the customer bringing this to our attentionOur records show that the cancellation for this reservation was made today at 11:AMRefunds are processed from our side within hours of cancellationHowever, depending on the customer's credit card provider it
may take some additional time for the transaction to appear on their bank statementThis process could take up to days, but it usually occurs much fasterWe would advise the customer to contact their credit card provider directly for more information. We apologize if the customer was not aware that they would be charged at the time of bookingOur prepay policy is listed on our terms and conditions page as well as under the "Book Now" button that customers must click on to book their reservationIt states, "Your credit card will be charged for the full payment upon submitting your reservation request." We hope that the customer finds this information helpful. Best regards, Reservation Counter

To Whom It May Concern,We appreciate the customer bringing this to our attention, and apologize for any confusionThe rate shown on the receipt given to the guest by the hotel shows the wholesale rateThis rate is given to us because we purchase rooms in bulk, and is not available to the public
We obviously up sale these rates in order to make a profit. In this case, the hotel should not have provided this receipt to the customer since it does not show the amount that the customer paid for the reservationWe have contacted the hotel's front desk and they informed us that if the customer would have booked directly with them they would have been given the rate of $We were able to get the customer a rate of of $84.55.We hope the customer finds this information helpful, and apologize for the confusion.Reservation Counter

Complaint: ***
I am rejecting this response because: Reservation Counter being stated as one answers the phone does not clearly state that this an different company from Sleep InnEspecially when the person answering the phone has a foreign accent. Also when I mentioned more than once regarding the government rate I had received in the past he said "oh that was just 10% I am giving you a better discount of 20% further imitating that I was speaking with Sleep Inn.My confirmation on my bank account even states "HotelBookingSleepInnM"I understand that rates change, when he gave me the total I thought that was the caseI did not know until I checked in that the company was in my opinion pretending to be Sleep Inn Reservation CounterAs I mentioned to ReservationCounter.com customer service, I may not get my money refunded but if I can keep one or more persons from being mislead it will be worth the time and effortI have done my due diligence as an American citizen.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:...of all the reasons I stated in my original complaintI was misled into dealing through this businessI want a full refund
Sincerely,
*** ***

To Whom it May Concern,We appreciate the customer bringing this to our attentionReservation Counter is an online booking company that makes reservations for thousands of hotels nation wideOur records show that the guest did not contact us until the 23rd, which was the day after check inBecause
we were not contacted until the day after the check in, we are unable to cancel a reservation because the hotel has already charged for the reservationAt this time it is up to the hotel to agree to a refund because they charged the guests reservation as a no showAs a courtesy, we contacted the hotel and spoke with Omar at the front deskOmar informed us that the hotel would agree to a refund of the second night, but that they would charge the first night because they were not notified of a cancellation until after the check in dateThis is their policy and we must comply. We are sorry for any confusion and apologize that we could not get the hotel to agree to refund the full amount

Complaint: ***
I am rejecting this response because: I have attached a copy of the reservation that was sent to the HotelIt clearly shows that her name was misspelled and her 1st name is not DoctorThat is how the reservation was turned inDoctor is a title not a 1st nameWhen I called the hotel to research the charge they could not locate her until I had to call Reservation Counter and demand the confirmation number and I also requested the original email with the confirmation number that was givenIt clearly shows from this that they are dishonest and are not willing to even come 1/way with what they did which caused our agency to be able to cancel this reservation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I did cancel with the hotel also But how was I to know Reservation counter went thru getaroom.com?Nowhere on the website does it explain they are nothing more than a broker Very misleading .Have to get out my magnifying glass to find the small print
Sincerely,
*** ***

To Whom it May Concern,We appreciate the customer bringing this to our attention and apologize for any confusionThrough our partnerships with brands like Expedia and Priceline, Reservation Counter works with a wide variety of hotels to help people access the most choices and best deals, tooWe
apologize for any confusionIt looks like this reservation was booked on our website reservationcounter.comLikely, the customer followed one of our ad links when searching on Google. The rates that are listed on our site are provided to us by the hotel directlyWe do not have the ability to modify or adjust these rates since they are controlled by the hotelIt looks like the hotel has shown the customer a different rate other than the one that was supplied to usThis is very concerningIf the hotel would be willing to honor the lower rate then we would have no problem refunding the difference to the customerWe kindly request that the customer send us the hotel receipt so that we may verify the difference in price and contact the hotel regarding the requested refund. Best regards, Reservation Counter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***