Reservation Counter
Reviews and Complaints

I believed I made a reservation with Home2 Suites by Hilton Charlotte Airport. Upon arriving at the property, I found the room to be unsuitable. The details are unnecessary as the complaint is about Reservation Counter. I was not offered another room and the property assured me that I would not be charged but informed me that I would need to contact the third party for a refund. 'What third party", was my response.

It appears that Reservation Counter is able to make their web site look like the property so that it's not easily discernable that one is not looking at the actual property. Very deceptive and effective.

Long story short, Reservation Counter has lied to me with a liturgy of false statements and excuses and refused a refund for a service not rendered. Not sure how they continue to get away with this!

4/5/22 made reservation on what I thought was Best Western web site. Having used B.W. booking before I was surprised at the "Fee" $12, added to the tax collected and a service charge of $14.99. Those were Reservation Counter extras added on. Total cost came to $150.96. After realizing mistake, I went to B.W. web site for same room and the cost was $120. I have responded to Reservation Counter twice with no responce.

On January 23 2022 I booked thru Reservationcounter.com. When I got my comfirmation it had a different name which was Sandcastles South Beach and not Great Atlantic Ocean Resorts. At first I figured they had been bought out by another company but after futher research I found it was a scam. This place had half the ratings I was looking for. When I called Reservationcounter.com and told them I have been charged a fee from the hotel all they would say is call your bank. No help what so ever. I did call Sandcastles and they had my room booked and said that the $167.00 was a holding fee. That would have been ok but my info said I could pay later. I did cancel and I got my money refunded but not the non-refundable fee of $14.99 from reservationcounter.com.

The pictures supplied by the booking agency never showed a picture of the front of the hotel. And the phone number was a non working number. After looking up this new hotel another way I seen it was a different hotel. My room accommodations were also changed. I had to rebook with the front desk and not go thru a booking agency to get my original booking. Sense the special had expired I had to pay around $400.00 more to get what I already booked.

I have the emails of all that Reservationcounter.com has sent me if needed. Would love to help!

I tried to book hotel reservations from this company on Aug. 31, 2021. After talking to an agent she couldn't give me a confirmation number due to system issues and said that the reservations never went through. She told me that she'll call me back for the confirmation number when it goes through but she never did. So, I assumed it didn't went through. All of a sudden I see pending charges on my credit card the next day. I immediately called this company about the charges and assured me that the charges will drop since there was no reservations under my name and since I wasn't given any itinerary number I didn't have any to give them. After almost a week the charges went through my credit card. Interestingly, the charges in my credit card was listed under two different merchants, hotel lodging and expedia. After multiple phone calls reservation counter is still unable to cancel or reverse the charges since I didn't have any reservation in their system even after I explained what happened. After research, I was able to cancel one by calling expedia directly. But I couldn't get any info about hotel lodging. I disputed the remaining charge with my credit card. Then my credit card received a rebuttal letter and receipt from hotel lodging with an itinerary number. In this order receipt it said that I booked it on hotelplanner.com, which I never did. In the receipt summary under cancellation policy is the "agent view-supplier cancel policy" and the time it was made and the IP address used. It is definitely not my IP address. Also, under support is [protected]@reservationcounter.com. I called and emailed reservation counter repeatedly and sent them this the order receipt. They still will not take responsibility fort the booking and will not refund my money saying that I should contact the hotel. The hotel has nothing to do with this. I feel like the order receipt is clear that the booking was between an agent and a supplier. I just want my money back. I didn't even use the reservation since I didn't receive any itinerary number.

Sincerely,
Cecile

I recommend not to use this company to book any trip. I'll never book a trip with this company again. I made a hotel reservation with reservationcounter.com and had to cancel 3 of 5 nights because of a family emergency. I was told over the phone that I had to pay 2 of the 3 nights, the same information the hotel manager at the Days Inn in Sault Ste. Marie, Michigan gave me. This is why I didn't give my room to friends who were traveling with me. I exchanged emails reservationcounter.com for over 8 weeks. What a waste of time. Deceptive tactics and outright lies was what I received. They kept all the money blaming the Days In, which had told me otherwise.

Over an hour on the phone with confirmation I would be charged CANADIAN DOLLARS only to be LIED to and charged USD, now they do not want to refund me the amount or service charge!

On 3/23/21 we booked a room with Kandahar Lodge at Whitefish. There was a deal of buy 3 nights, get 4th free. We believed we were dealing with the hotel itself, when somehow we had gotten transferred or referred to Reservation Counter . As we are preparing to go on our trip, we noticed that even though their invoice looks like there was some kind of credit, there really wasn't. I called on June 20, 2021 and there were no managers at Reservation Counter available until the next day. To resolve the issue, I am looking for a refund of $268, which is one nights stay. I appreciate your help. Itinerary Number R2400817963 Cynthia Andersen

I googled Choice Hotel and this Reservation Counter place answered the phone saying they are Choice Hotels. They took my credit card number went to priceline and booked a non refundable reservation charged me $50 more a booking fee I never agreed to. SCAMMER! I requested a transcript from the call since they insisted I agreed to the charges but couldn't get it "because of security reasons." I reported them to BBB scammer.

A guest of ours was led to believe they were speaking with someone at our hotel directly, I believe this to be intentionally how they answer their phones at Reservation Counter, which is "Reservations".

The guest was guaranteed a bed type that was not available. They were also told that the booking was non-refundable. They tacked on additional monies to pay their fee and brushed it off as our rate, which is not accurate.

This company should be ashamed.

I received a confirmed booking from ReservationCounter (itinerary # yd1wgzm4) for the Aloft Hotel at the Montreal Airport for the night of May 12, 2021 (see attached confirmation letter). When I called the hotel that day from the Montreal Airport to have a shuttle pick me up I was informed that the hotel was closed and not taking any guests. A sum of $156.64 was charged to my master card although I did not stay at the hotel due to a booking that should never have been made by ReservationCounter.
I am therefore requesting that a full refund be applied to my master card for a purchase that was not delivered due to negligence by ReservationCounter since they should have been aware that the Aloft Hotel was closed.
I have since described my situation several times with ReservationCounter customer support but have only received a reply stating that they have confirmed that the hotel was closed. I have had no further replies from ReservationCounter.
If further information is required to settle this issue please call or send an SMS message to my cell at [protected].
Thank-You,
Jose

I made a reservation with what I thought was the hotel Comfort Inn & Suites, Murrieta, online. It was not. It was reservationcounter.com. When I went to the hotel directly to talk about the reservation, they said they did not have a reservation for me. They indicated they had been having problems with both reservation counter.com and hotel beds.com. I spoke with the General Manager/District Manager. Because the email I received from reservationcounter.com said "each room is subject to the hotel's cancellation policy", the General Manager/District Manager issued a cancellation of the reservation. Reservationcounter.com refuses to honor this cancellation and is pursuing the charge of $2902.03 on my credit card. I have no "picture" as required below, but I have pdf files of the cancellation from the general manager/district manager.

I did an internet search for Comfort Inn & Suites in Murrieta, CA on 10/12/2020. The link was misdirected to reservationcounter.com. I made a reservation for 12/5/2020 to 12/31/2020. A few days later my credit card reflected a charge of $2902.03 and $12.99, requiring prepayment. I went to the Comfort Inn hotel in person to ask why they required prepayment and they said they didn't have a reservation for me and that they were not affiliated with reservationcounter.com. I attempted to cancel the reservation, which was denied by reservationcounter.com even though the confirmation email stated " the reservation is subject to the hotel's cancellation policy". I spoke with the General Manager of the Comfort Inn hotel, Mr. John Wang (john.[protected]@johnsonhospitalitygroup.com) and he issued a cancellation for the 12/5-12/31 stay on 11/3/2020 cancellation #[protected]. Since November 2020 reservationcounter.com continues to pursue a charge of over $2900 on my credit card and will not allow the dispute to be resolved. Reservationcounter.com has not accepted the cancellation issued by the hotel.

"With more than 1 million properties to choose from and more than 10, 000 room nights booked every day, we're redefining the travel landscape by giving travelers access to more hotel choices than any other. And through our partnerships with the world's largest brands in travel, we're able to work with a wide variety of hotels to help people get the best deals on exclusive travel destinations.

We offer multiple simple and easy pathways for travelers to access essential hotel information to help them make a decision and book online or with an agent on the phone. If needed, our customer support is ready to help 24/7 by phone and email.

Part of TravelPass Group, Reservation Counter has a portfolio of booking options that gives our customers greater choice and access to the best inventory and rates. Since Reservation Counter's beginning in 2006, our mission has remained consistent — help travelers be satisfied and informed to make the best decision possible each step of the way."

I was charged 186.42 by your company and the charge directly through Hilton Garden Inn would have been 133.91. I purposely chose a room that had a cancellation option, and when I went to cancel it the date said 12/29/2020. I asked to speak with a supervisor and the gentleman put me on hold for 33 minutes and 5 seconds and he hung up on me. I was already on my son's phone waiting to speak to someone AGAIN. I was then hung up on after 13 minutes. Before I was rudely hung up on for the second time, the woman I spoke with said they would refund 12.99. After I said that I still wanted to speak to a supervisor she hung up on me. I then called back and spoke to the supervisor (Norma) to which she responded that we can not issue refunds. I was not asking for a full refund, I just wanted the 52.51. So after arguing with her for 19 minutes and 14 seconds about not being able to issue a refund. I finally relented and said that I would accept the 12.99, and miraculously she could issue that refund. I requested that I stay on the line until I received confirmation that the refund went through. As soon as I received the confirmation I asked the supervisor what her name was. She responded with NORMA and she then hung the phone up in my ear. This was hands down the worst customer service I have EVER received. I will be taking this to the Better Business Bureau, The Federal Trade Commission, and The Attorney General. I will also be letting The Hilton Garden Inn to let them know who they are doing business with. I will also be reviewing your business on every forum there is. It has absolutely NOTHING to do with the money... It is strictly about poor business practices. You should stand behind your mission statements online, and clearly the people you have working for do not. VERY disappointed.

Jay dif not introduce himself and pretended to be the hotel. He had the opportunity when I tried to give him our Hilton Honors number. I was told to do that at the desk. Then, again, when I questioned the final charge being higher than the price quoted I was told discuss fees and tax with the hotel. He did not clarify their added on fee of $7.99 in addition to their fee added to the room charge. Reservation were at Hampton Inn & Suites Nashville North Skyline 12/21/2020. Called them to resolve and refund within 10 minutes when I realized who they were from the charge. Louis or Lewis told me he would call me within 15 minutes. An hour and a half later I called them back. Still no refund as told their team would look at it and email me in 48 hours. #[protected]

I reserved a room thinking it was the hampton inn. when I realized it was not I tried to cancel immediately. but when you try it gives you an 844 number and then keeps you on hold for hours. I waited 5 hours and no one answered the phone. Then when I went back to the site, there was a different 844 number. don't use this website at all. I tried many times trying to cancel online and it kept giving me a message that it can't be cancelled and to call the number.

I booked 2 rooms at the Red River Inn in Thackerville Oklahoma. When we tried to check in they didn't have our reservations and said they did not work with a company called Reservationscounter.com. When I called for help they tried to talk to the very rude manager at Red River Inn, Nancy R. They were unable to get us a room so we had to go next door to the Best Western and pay $100/room more. I have tried to discuss this issue with them but all they will do is refund the $7.99 fee. What about the extra $200.00 I am out? They said take it up with the hotel.

They are frauds and scammers this company is out her robbing people be aware of reservation counter they will steal your money and not give you back a refund. Be careful they are pretending to be hote and they are actually a company stealing money and double charging you for the room. They claim the hote policy is the only way for refund but when you call them they will tell you no refund

On June 10, 2020 I made a reservation thru ReservationCounter.com at Hampton Inn and Suites Baton Rouge I-10 East by mistake attempting to cancel a reservation at the Hilton hotel the Hampton Inn and suites reservation was Cancelled. I attempted to stop cancellation and was told I could not. I made another reservation and trying to get refund not to pay for the same room twice. Have spoke to Hampton Inn and Suites and Reservation Counter.com but they point the finger at each other. Would like to get my $433 dollars back for the first reservation

Res #VKHVMRN

I called today to get a future credit or a refund on our stay at the Radisson (Blue Aqau) in Chicago. The Radisson policy is below which is allowing refunds or future credits. I have stayed at this hotel with my family a few times and we love it. It is sad to think at this time you have a 3rd party booking company such as Reservation Counter out there no modify cancelation policies during a pandemic to help clients and reputationally people want to use them. I have escalated this to Radisson and hope they help but I am taking this to the better business bureau and the media. During this time like most we have had to ask for future credit vouchers on all travel and this is the ONLY company not willing to modify their policies due to COVID.

Radisson's cancellation policy:

We are constantly updating our global cancellation policy to reflect the most recent developments related to COVID-19 and any official travel or meeting restrictions, suspensions, quarantines or lockdown measures announced by governments worldwide. Our aim is to offer you as much flexibility and planning comfort as possible.

Effective April 30, 2020, we have implemented the following updates to our cancellation policy, including some clarification and further explanation of existing procedures.

Individual reservations:

For existing reservations made prior to April 1, 2020, for stays until June 30, 2020, at any RHG hotel worldwide and subject to local regulations and variations applicable to the hotel legal entity, we allow:
- Free modifications subject to availability and/or any rate differences
- Free cancellations with the following exception:
○ If a deposit has been paid for an existing reservation, we will credit you the full amount to redeem with your next stay at the same hotel until March 31, 2021. If you are unable to redeem, we will refund you as of April 1, 2021.

For new reservations made between April 1 and June 30, 2020, for any future arrival date at any RHG hotel worldwide, we allow:
- Free modifications up to 24 hours before the arrival date. Any modifications are subject to availability and/or any rate differences
- Free cancellations up to 24 hours before arrival date
○ This includes reservations on advanced purchase rates described as noncancelable
○ If a deposit has been paid, the amount will be refunded to the credit card used (or maybe in the form of vouchers or credit, where required by local regulations)

Booked reservations in Austin & San Antonio Tx. Basically was told it did not matter that a crisis (Covid 19) was taking place no refunds are available. I asked the receptionist that "I basically donated money to your company. She replied yes that their are no exceptions despite what is going on in the world." I asked about vouchers and was told once again no refunds...

Website is ReservationCounter.com

Res #'s are R1872764880 & R1872790621