Reservation Counter
Reviews and Complaints

DO NOT USE THIS SERVICE IT IS A SCAM! I provided a representative of the company with the addresses of two hotels in Pennsylvania I wanted to stay in for that evening as we were traveling and wanted to be near the highway. Both hotels had no vacancies. The agent offered to check other local hotels and found one for me, "within 5 miles" of the other hotels. I agreed. When I received an email confirmation, the agent booked a hotel for me in New Jersey. Why would he even look at a NJ hotel when I was in Pennsylvania that evening! When I called right away, I was told the audio had to be reviewed and they would call me in 10 days. Seventeen days later I called and was told they would not refund the $125.34 cost for the hotel, taxes and their fees. DO NOT USE THIS SERVICE IT IS A SCAM!

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I presumed the number I called was the number of the hotel chain (America’s Best Value Inns) I wanted to stay with. The call was redirected to an 844 Area Code, with no geographic identity, often used by scammers and off-shore entities, even though Reservation Counter’s website says they are in South Jordan, Utah. The “agent”, with a strong foreign accent, quoted me one price. The confirmation I received stated a different (higher) price plus a $51.26 (42.65%) tax plus their $15.99 non-refundable fee. I called two days later, gave Alex(no accent) my itinerary number, Alex (no accent) looked up my reservation. His records showed entirely different room charge and taxes of $12.15 (only 13%). Asked to be transferred to Complaint Dept. Mary, in Customer Service answered; would not give me a physical address, would not give me a phone or have anyone call me. Would not email their email address or number or address. Would not transfer me to a superior. Would only give me their email address, which is m: [protected]@reservationdesk.com. I have not received a reply. She did say she would cancel my reservation. I’m not done yet. Will report back if this is resolved.

Note to ReservationDesk: Skip the I’m sorry blah, blah, blah. Just reply to my email and explain what is going on.

On March 23, 2024 at 7:00 p.m., I reserved Monday, April 1, 2024 at the Country Inn and Suites in Rocky Mount, NC. Reservation Counter came up as the reservation agent. I completed the transaction and paid with my credit card. Minutes later I was charged $123.72 along with a $15.99 service fee for "support', the wrong dates (3/24 - 3/25), no refunds, no changes and no support. I immediately, within minutes called them and was furious that I had been scammed. It is theft. I also contacted the Country Inn and Suites to no avail. I intend to file a complaint with the North Carolina Attorney General also.

On Feb 23, 2024, I booked a room at Microtel Inn & Suites by Wyndam in Leesburg, FL through what I thought was the hotel website. When I realized the room had only one bed for 3 people RIGHT after I booked it I cancelled it as I was searching for a 2 bed room. There was absolutely no warning that it was non-refundable until I hit the cancel button. I went back to the website and it said IN GREEN PRINT for the same room that there is free cancellation before March 21. What kind of shady scam is that? You wont refund the first time but if I book it a second time it would be refundable? What harm would it be to have a 24 hour cancellation policy or something. Live and learn I guess. Not cool. And then graciously they dont charge a cancellation fee? Really? And I never received anything by email.

11 October 2023, charged 15.99$, no idea why? cancelled earlier reservation at Extended Stay America on this date, but did so, directly with the hotel, Extended Stay America, Auburn Hills, MI, 1180 Doris Avenue, (five points, one block from Oakland University is actual location, but Doris Avenue acquired the property) nothing to do with "reservation counter", yet they charged my Amex credit card...

further information by email at [protected]@gmail.com

On August 6th, 2023 I arrived at Club Wyndham National Harbor in Oxon Hill, Maryland and my reservation was canceled. I was never notified by telephone nor email from ReservationCounter.com. I was disgusted and mad as hell. I made my reservation May 11th 2023. I waited at front desk while the hotel attendants called to find out about why ny reservation was canceled. The front desk said. their hotel was overbooked. My trip was cut short because of the [censored]. This was suppose to be my 70th Birthday Celebration. I will never forget that day. I drove from North Carolina with two Senior Family members and we all was not happy. I was told I will get s full refund.by telephone and email this time by ReservationCounter. The Attendant at Club Wyndham helped us to find another hotel on site on August 6th at Westin. We only stayed one night because they were booked. So we packed up and stayed at another hotel (Comfort Inn) for one night on August 7th and returned back home on August 8th. I strongly feel like ReservationCounter should pay for the two hotels because of this inconvenience bouncing around from one hotel to another. I am still mad as hell. I will never ever book with a third party for reservation.

There's a reason they are called "The Reservation Counter". When I called the 800 number on the hotel's website, I had no idea I was speaking with a 3rd party. I asked for the agent to confirm this was the Kimpton hotel where a wedding had blocked rooms and I was told it was the only Kimpton in LA. If he would have told me he didn't have access to that information, I would have realized I wasn't speaking with the hotel's reservation counter. There are actually 2 Kimptons on the same street in LA. I booked a non-refundable at 10740 Wilshire Blvd when I needed a reservation at 6317 Wilshire Blvd. The agent also told me the total included alI taxes and other fees. This was the second lie. There's an additional $60/day service and resort fee. I have called several times requesting that I be moved to the Kimpton down the street. They tell me the reservation is non-refundable. I don't want a refund, I want a transfer to the hotel where I will be attending a wedding.

Dear Reservations,

I made a reservation for 7/21-7/23 in Nashville, TN at Americas Best Value Inn Nashville Airport South. We try to confirm our reservation ([protected]) the clerk was unable to spell or understand what I try to to. He also didnt care or like our service dog (which we had her papers with us) The condition of the hotel was horrible compare the picture that I saw. The clerk was not helping us and keeping

telling us to contract the website. After being on holding for 1/2 we decided to leave the hotel. Fortune I was able to find better accommodation and I very disappointed on your website. I will never used this again. I wanted to share this with you and Hope you improved the site.

I booked 2 nights at the Holiday Inn in Ponca City Okla. 6/18/2023 through reservation Counter.com THINKING from the website that it was Actually Holiday Inn.

When we tried to check in we were told that due to Plumbing Issues, they were not able to check in any quests and we had to make other arrangements,

Reservation Counter will NOT provide a refund, stating that the partners will not provide a refund due to their cancellation policy. I DID NOT CANCELL this reservation, the hotel was unable to accomodate.

Reservation counter did respond to my initial complaint and you all marked it as resolved but it is not!

Please reference the attachments below. I am not happy with Reservation Counter nor am I very pleased with the initial complaint being marked as resolved as it is not at all resolved.

I booked a room on this site thinking it was the Hampton Inn website. I did not realize I was on a third party site until the confirmation was made and additional fees and charges appeared in the total payment. I called the company within one hour of booking and they told me I could not cancel and I would not be refunded, even though it was within an hour of booking. This site charged a service fee of $16.99 plus hidden fees under "taxes and fees":

Subtotal: $113.87

Taxes & Fees: $46.10

Service Fee: $16.99

Total Cost: $176.96

When booking through any other web site, the Taxes and Fees are approximately $17.46 on a room rate of $129 (higher rate). This web site is padding costs, and will not explain them. Also discovered that they book the room using priceline.com and the cost the hotel charged with taxes and fees is $121.48.

The representative made reservations based on the information she received, confirmed reservations were made less than 24 hours ago. The reservations are at the wrong hotel location, this results in additional travel time to attend a funeral. Please adjust window for modifications without penalty. Also, if a fee for cancellation was processed, please refund because the window for modifications or cancellation was way too narrow. Thank you

July 14-July 15, 2023

Thought I was making reservation with Holiday Inn. When I arrived I was told that they could not accommodate us, anyone in fact, due to plumbing issues. That I would have to address the refund through Expedia. Explained I did not make reservation through Expedia. I was also told, by hotel clerk that they had been told all customers with reservations had been advised of the situation and called and told to make other arrangements. I received no call or text although my email, and cell phone number were provided upon booking. I had spoken to customer service earlier on the 14th to confirm late arrival, put on hold while they called the hotel, and was told that there was no problem. Obviously the actual hotel where my reservation was had not been contacted, but Holiday Inn's main number.

When I called Reservation Counter, I was put on hold while they called the hotel, the issue was confirmed by the hotel manager. Reservation Counter then told me, that until they receive the confirmation in writing from the manager, no action will be taken and expect an answer in 7 - 10 business days. Meanwhile I am billed 584 on my credit card for the aborted reservation, and the new hotel we had to reserve.

I inadvertently called this agency thinking I was calling Marriott directly to book a trip for a conference in San Antonio. I was part of the conference organizing committee and knew that we had secured a rate of $139/night. Once I completed the booking, I was informed that there was a deposit fee of $100 PER NIGHT that was NON-REFUNDABLE and in addition to the $139/night, so the actual rate paid would be $239/night. This was red flag number 1. I pushed back, knowing that this was not communicated to the conference committee from the hotel, and was informed that they should have informed me as it was a standard fee from the hotel (not true). Then he said I would be charged for the full amount upfront, both the nightly rate and the $100/night deposit, plus taxes. This was red flag number 2 as I travel a lot for business and have never been charged the full amount upfront, particularly by a large hotel chain. I refused to accept the reservation and asked for it to be cancelled, and thank goodness because from reading the other complaints it looks like I would have had a hard time getting my money back if I had let it go through. Definitely do not book through this company--they may be a legit company, but their practices are sketchy and some of the charges are fraudulent.

I made reservation with your company requesting a hotel with a bath-tub in it. I was assured that the room would have a bath-tub in it. When I got to the hotel the room didn't have a bath tub and I was advised that the reservation didn't request a baht tub. It request disabilities. The hotel didn't have any rooms with a bath tub available. I was in so much pain the hotel reservations try to do everything possible to help me. She gave me Expedia telephone information to contact them to cancel my reservation and make reservation with a hotel that does have a bath tub accommodations. Expedia told me it would take them 42 hours to investigate. I made many attempts to contact your company that night to cancel my prepaid reservations to get me some relieve of the pain I was suffering by getting me into a hotel so I can soak my knees. Your company had a recording and I was no live agent answer my call. Also the reservation agent told me she can get me a room for a 120.00 a night but when I got the email she charged me 143.00 not included taxes and fees. I made reservation to attend the National Museum of African American History and Culture Washing D.C. My reservation was for July 9 2023. I was not able to attend due to the stiffness in my knees.

I recently booked a hotel room for a business conference that I was invited to attend in Anaheim, California during the second week in July. Inadvertently, I was redirected to Reservation Counter and booked the room. I say inadvertently because I thought that I was booking through the hotel itself, as I was on the hotel website using a business device with the best of firewalls. After the room purchase was complete, I noticed that the itinerary indicated "non-refundable". Since this is a business trip, I wasn't that concerned as the policy indicates "extenuating circumstances" and in my experience, I have yet to have a problem cancelling for a refund when an event is cancelled, or flight arrangements are cancelled due to weather. When I looked for travel insurance options on the confirmation email, none were provided. This should have been my first red flag. A few days after the booking, I noticed that my account was charged the full price of $1768.19. Since I travel for work often, this is not uncommon, so I did not think much of it. Five days before I was to arrive in Anaheim, the conference that I was to attend emailed and stated that the conference for July has been cancelled. I contacted Reservation Counter who informed me that the situation does not classify as an "extenuating circumstance" and I will not be eligible for a refund. When I asked the agent what does classify as an "extenuating circumstance" she stated that she could not tell me. When I asked to speak to someone else or their corporate representative, she said that I could not and that there was no one to speak to. Needless to say, I will be contacting an attorney as $1768.19 is a lot of money for a room that will not be occupied by me. At best, the customer service for Reservation Counter is horrible and ill-informed, and the tactics are deceptive.

On July 2, 2023, I booked a room at Renaissance Beach Hotel in Newport Beach, CA for August 11-13, 2023 through Reservationcounter's website. The website was confusing because it repeatedly said "FREE cancellation before August 7, 2023" in green ink, but on some rooms it said "non-refundable." Because the same rooms were either cancellable or non-refundable, i didn't realize there were two options and reserved the wrong one. I meant to reserve the cancellable/refundable one but inadvertently booked the non-refundable one. As soon as i realized the mistake -- which was within 5 minutes -- i cancelled the reservation and called customer support. I asked them to change my reservation to the refundable option and charge me more, they said no. I asked to reinstate my reservation, they said no. I asked for a refund, they said they could not refund me any amount of the $716 "per company policy." i spoke with the manager, but he said the dame thing. So essentially, Reservationcounter charged me $716 and i am receiving no room and no refund in return -- even though i cancelled the room within 5 minutes. if the company does not issue my refund, i will have to file a lawsuit against them. I am not letting them get away with this. Their customer service is the worst i have dealt with in reservation business.

` 3/17/23 at 3:39 pm – Made reservation at Old Mill Inn

(3 minutes between reservation and cancellation)

` 3/17/23 at 3:41 pm – Canceled at I needed more than on Queen bed

Contacted Reservationcounter.com and after a few days and several ppl of getting no where asking for my refund.

I was told the only way I could get a refund was to contact Old Mill Inn located Omaha NE and they could approve a refund. I needed an OK and a title of who approved.

I did just what they asked and call them back.

I spoke to the reservation supervisor Hannah and was told they never got a reservation so yes Reservation Counter should refund my Money as they do not have it

I called back spending most of my day on the phone and told them what she had said and what her name was and her title.

Now he said I had to get it in writing………

So I called Hannah back and told her what they had said so she sent this to me (see attached email from Old Mill Inn and I forwarded it to them [protected]@reservationcounter.com and [protected]@pps.priceline.com [protected]@getaroom.com

From: BWOmaha Old Mill

Date: May 31, 2023 at 11:36:35 AM CDT

To: Jackie Tkadlec

Subject: Re: Jackie Jordan full refund Number: R4213609125

please refund to guest because we never received any reservation for this name

Then I received a ticket number with this message

RE: Your case [protected] : "RE: Your case [protected] : "RE: Your case [protected] : "Re: Jackie Jordan full refund Number: R4213609125" has been recorded." has been recorded." has been recorded.

I requested a reservation to Hampton Inn in Riverton, WY for the 23rd and 24th of June. Was quoted a price of $210 per night. After giving them my card information, I was told that the card would be charged for the first night at $382.15 and then it would be charged the second night when I check out. I corrected him saying he quoted me a price of $210 per night and he said that was correct. I then said so the charge to my card would reflect that $210, not $382.15? And he reassured me that that was correct.

When I got my emailed confirmation it stated that my card had been charge $382.15. I called the number back and a different person answered and told me that it would take 5 to 10 business days to check the recorded conversation and until then the charge would remain. When I tried to cancel the reservation I was told that it was not refundable.

An hour later, I got a call from the company and was told that the reservation was cancelled and a full refund was approved. Hours later I received an email that said my refund was not approved.

I did not use the reservation because I felt that doing so would negate all recourse for me to get my refund because I was lied to.

On June 4, 2023, I did my reservation (3 rooms 2 beds each) for the hotel La Quinta Inn & Suites by Wyndham Lax, Los Angeles CA for the date of June 10th 2023 to June 11th 2023. When I got there around 9:38 p.m., I gave them my husband's name since the reservations where under his name. The hotel employee gave me two cards which were for only one room. I asked them where are the others cards for the two rooms. He said that only one room appeared in this computer. I told him that is not possible because we reserved for three rooms. I explained that I reserved through the hotel's website and he said that wasn't their page but a third company. The employee said that they couldn't do anything. That I would have to call the support number that was on the piece of paper that I printed. Then I called the support number and spoke to somebody from Reservation Counter. I explained everything and he said you are correct. In his computer, it should that there is a reservation for three rooms. He then told me that he would call the hotel to fix the error and that he would be calling me back in 15 minutes. I waited 30 minutes and then asked a hotel employee if he received a call from reservation counter and he said no. I then called again and they hang up on me. I then called again and this time I told them that I wanted a refund for the three rooms since I had 9 people with me. I spoke to a woman name Rose and she said that she would have to talk to her supervisor to see if they would authorize the refund. So my family and I decided to drive back to my city that was three hours away from Los Angeles. On the way back, Rose called me and told me that her supervisor approved the refund. The hotel employee wanted me to not cancel the one room that did show in this computer but I said I had to cancel because 9 people where not going to sleep in the same room. The next morning, I checked my email and I got a message from Reservation Counter, that said that they will only refund $605.10 when the total is $621.09. I called them I told them that I wanted a complete refund since it was their fault that I had to request a refund. They said that they would refund my money but I have to wait 10 business days. I'm going to wait and hopefully my money is refund. If they would have done their part, I wouldn't have asked for a refund. They ruin my trip. I was going to stay in the hotel on Saturday and leave Sunday because I was going to travel to another place. I had to cut my trip short. I got home around 3 in the morning.

I booked the room and specified I needed a pet friendly hotel. For one night on June 5, 2023. We came in the town with the expectation to check into the hotel room leave the dog in his pen and head out to the concert. We were turned away at the front desk even though I showed her the paperwork. She said I would have to take it up with this company to get my refund. Not sure why she didn’t cancel the reservation but I don’t think it’s right being charge for a service that I couldn’t use in the first place. Because I was misinformed buy one of your operators.