Reservation CounterReviews 302

When I made my reservation I was told that I had a room that has a bayside view, it over looked the parking lot.
The bathtub had a ball of white hair stuck in the drain.
The chair was broken! The front door had light coming through the edges because it was old and rusty.
This room looked like it should be rented by the hour, and that comment is a compliment! I was told I was going to get a refund, guess what, no refund. Shame on the reservationist and shame on the manager! Stay at the HYATT if you want a nice room with great customer service, it's worth it!

Pictures didn't match, hotel wouldn't help us at all because I booked through this site. I'll NEVER use it again. Not worth $200

I placed a booking and got the day off by one date. I noticed it when the reservation confirmation came thru my email one minute after book. I called the 800# immediately and asked if they could just change the date of the reservation. The answer was no. I am out $300 for the one night and had to rebook to get the correct night. Your reservation on Reservation Counter is "NON REFUNDABLE" so I do not recommend booking any type of lodging on this site. Go directly to the hotel/motel you want to stay at as you are they customer and would have changed your booking to accomadate and not lose a customer. DO NOT USE RESERVATION COUNTER FOR ANY OF YOUR LODGING NEEDS AS THEY CAN NOT ALTER ANY RESERVATION AND WHATEVER YOU PAID FOR IS NON REFUNDABLE.

I made a reservation for Liv Inn in Sharonville, Ohio for 4 nights at a rate quoted by the conference I was attending. Called 45 days in advance to drop the first night. They cancelled the one night reservation BUT changed the hotel rate from the conference (agreed upon) rate to the published rate and REFUSED to change it back to the conference rate. It is IRONIC that the total for the stay after dropping the one night totaled the same as if I had stayed the extra night. DON'T BOOK WITH THIS COMPANY, GO DIRECTLY TO THE HOTEL WHERE YOU WANT TO STAY. This hotel contracted with this company for reservations and were powerless to make any changes/corrections. Supposedly they have 4.5 stars, DON'T BELIEVE IT!

Booked a corner room, hotel gave me lesser cost room, requested a refund on the difference but was denied a refund since they said hotel said since I failed to complaint about it during check in. Never prepay hotel because one would say is the others' fault. But I am the one out of $86.14. SMH

This website spoofs well-established hotels, only to abuse consumer trust. It should be outlawed. I googled for hotels in Atlanta, clicked onto what I thought was Marriott Bonvoy so that I could see their options and use my points. Instead, Reservations Counter steered me into a reservation that could not be changed to extend an additional day. This is when I realized I was on a third-party site, I cancelled and booked directly with the same hotel. You would think I could use my credits towards my actual stay at that same hotel, but instead I was charged for the Reservations Counter reservation AND for my actual stay at the hotel. Thousands of dollars later, I am being told this site charged me and will not refund me because the 'fine print' warned me that once reservations are made, you will lose your money -- even if you stay at the same hotel on the same days? This is a classic consumer fraud ploy and, for good reason, is unlawful.

Made reservations through reservation counter, room included paid buffet breakfast. Upon arrival at hotel was informed that the breakfast was not included. Makes me wonder what happened.

I made a reservation on June 27,2024, almost 1 month in advance for a King Size Room.
When I went to the hotel on July 19,2024...I checked in...received my room key...went to the room, opened the door...and received a HANDICAP Room with no closet to accommodate my wardrobe.

When I went back to the front desk to complain about their mishap...the rep hollered at me saying "They don't have anymore rooms". As I continued to resolve this issue, he ignored me and offered NO help.

I have been calling ReservationCounter but they are trying to blame it on the Hotel and the hotel is blaming it on reservationCounter.

This was very stressful as I had a very important meeting early in the morning...and Now it is even more stressful that I spent almost $500.00 and can't get my refund.

It is Friday and I needed a reservation for Saturday night. Thinking I was calling the actual hotel, they, of course, answered my call right away and tried to book me a room for $60 more in fees! Still not realizing this was not the hotel, they shifted me to another hotel and I booked a room- immediately after hanging up I found out the hotel booked doesn't have an elevator (I was just in an accident and need a elevator) so I called them back immediately- and was put on hold for at least 20+ minutes until someone answered. Turns out, even though I called immediately, they would cancel for a $15 fee but I'd still have to pay for the room and wouldn't give me a refund! The lady I spoke with, Tracy, could not even give me her full name or any employee identifyer, and she didn't know the address of the company she worked for, told me to look it up. I think this is a huge rip off considering I called them back immediately after hanging up from booking the room. The first hotel that I wanted, the rooms were only $139/night, and they quoted me $199 for it! Then the guy (Mark) offered other hotels, which I didn't know anything about. I had NO idea I wasn't speaking with the hotel or hotel chain. What a bad experience, so now I will have to try to figure out how to get to second floor. I would NEVER use this company to book a room anywhere!

First, I thought I was booking with the hotel directly. If I could offer you one piece of advice (besides steering clear of this fraudulent company) it is that you should ALWAYS book direct. Companies like this like to make you feel like they'll take care of everything for you when in reality they just want your money.
They charge your card as soon as you book, rather than when you arrive like most hotels do. Next, if you have an issue, they will drag their feet, lie about contacting the hotel, and keep your money.
I contacted them two weeks prior to my reservation to change it as I had experienced a death in my immediate family. They said they would be in touch with the hotel. At first, I was relieved that I could rely on this company to take care of this for me during this awful time. When nothing came in, I called, again, one week prior to reservation and was told the "hotel is not responding". A day after the reservation passed, I received an email denying the request. Oh, and I was charged as a "no show" because TP never reached out to the hotel.
When I reached out to the hotel directly, they said they were never contacted by TravelPass Group regarding my itinerary and since it was booked through TP the hotel could not refund it.

This website is a scam. I was under the impression of booking directly through Doubletree Lisle hotel and found my reservation under this website once I received an email confirmation. The hotel had no record of this reservation, suggested to call Priceline who also had no record of the reservation. When I called RC directly, they did not accommodate at all and just took our money. I needed to simply change the dates and would have paid an extra fee if needed but they refused to help at all and refused a refund or credit. This website is not to be trusted and needs to be reported. They deserve NO STARS

They lied to me when they said the hotel I requested had no rooms available and booked me into one of their partner hotels. Don't believe what they tell you. They are not an agent for the hotel you are calling about even though they act like it. Make sure you are calling a hotel and not this service. Now I am stuck with a room at a hotel I didn't want. Their cancellation fee is way out of line also. I only gave them a one-star rating because it would not let me complete the review with no stars.

After reading the reviews and complaints I wish I knew this prior to making the reservation with them. I initially got connected with this company by accident. I thought I had contacted the hotel, and unfortunately, I did not.

I began our conversation letting them know that we are a local health department and therefore Tax-Exempt. I repeated myself several times during the course of this call to make sure that they knew we are Tax-Exempt and that I would be happy to provide them with a certificate before or even right after the reservation. I was told by the agent every time that all we had to do was supply the Tax-Exempt form at check-in and then we would be refunded. Well, of course, that was not what happened. The hotel showed that the reservation had been made through Expedia, not even "Reservation Counter/TravelPass".

I escalated the issue with Reservation Counter, and after nearly a week they confirmed that I was told to [resent my certificate for a refund but denied refunding the taxes because "As a courtesy, our team has contacted our hotel partner on your behalf. However, they informed us that they are not willing to make an exception due to the cancellation policy that was provided and agreed upon by you at the time of booking."

After speaking with the GM of the hotel that the reservation was for, they let me know that they would never deny a Tax-Exempt certificate, and they would have honored the one that was presented; however, they do not pay the taxes in such a situation they only receive the proceeds. Expedia actually pays the taxes. I contacted Expedia, and of course they would not help because Reservation Counter/TravelPass is an independent contractor.

What gets me in this whole process is that I am not asking for anything other than the taxes that shouldn't have been charged in the first place. I am not trying to take anyone's profit away. The process is purposefully convoluted to frustrate anyone from trying to fight for what is right.

I had made reservations yesterday, non refundable yes I understood that. I sent the reservation to my husband and he quickly called me to say I had reserved the wrong dates. I called the customer service line within hours of making my reservation. The woman who answered coulnt help me a bit supposedly within their cancelation policy makes it to where you also cannot modify your current reservation. So so so disappointed we will be paying so much when its not even the correct dates and the hotel we booked doesnt even have a reservation in our name!
Update...they did get the dates changed but it took multiple days and we had to jump through many hoops to do so unsure weather that wad reservation counter or the hyatts issue. Over all they were very helpful remeding the issue.

Had the misfortune of booking with ReservationCounter.com. They will not explain the charges they billed to my CC.

I am VERY disappointed. I booked a room from their website that did not tell me how many beds were in the room, but had a picture that showed two beds. I book the room based on the picture because the description DOES NOT INCLUDE ANY INDICATOR OF THE NUMBER OF BEDS. When my wife arrived at the hotel as was told that there's only one bed in the room. Since I made the reservation, I called Reservation Counter and was told "there's nothing we can do". I'm surprised at this because:

1. The website is misleading.
2. One would expect that the staff would do whatever they could to make it right:
A. Call the hotel to see if there's anything they can do.
B. Find another hotel and transfer the reservation.

I would never treat my customers with such disrespect. It seems they don't care about repeat business, accuracy, or good reviews.

My stay with the Hotel had been double book. At the time of the reservation the receptionist was ask to verify that a reservation had not been already made with the Hotel because I had spoken with them multiple times about making this reservation. I was assured by Travelpass there had not been. Once I received my statement on my Credit Card, I seen I had been charged twice for my stay at the Hotel I immediately called Travelpass to rectify the charge I was told to give them 7 - 10 days to get the problem fixed. I called 12 days later and was told they had no recorded of the prior call and complaint, so I had to give they all the same information again. I then waited another 12 days for them to reponed that they were not going to refund my money because I double booked and didn't check in to both.

I never heard of this website before. I thought I was booking one night stay at Best Western through a reputable company. I repeatedly asked what is the total cost of the reservation, they ensured me there weren't any extra charges and the reservation include free breakfast. After I gave them the credit card info, the confirmation ending up with $101.44 of taxes and $15.99 for service fee. There are no mention of free breakfast. Emailed them and made a complaint and receive no response.

Terrible customer service. Paid for a room with a full kitchen, even the receipt from them shows full kitchen. Checked in and no kitchen. Went thru customer support and 5 days later all I received was an I'm sorry. This website should stand behind what they email you after they collect your credit card number.

Very bad experience. This company has class-action lawsuit written all over it. That will be my next step.
First they masqueraded as the hotel site... not cool. Second, they charge exorbitant fees and bundle the taxes with a surcharge putting the rate at almost 25%... wow. Rip-off. Third, they hid the non-cancellation policy from plain view so it wasn't clear that you were booking a non-refundable reservation (which you will want to do when you see what you got charged for). Finally, the kicker is that customer service can't help you understand what you were actually charged. I have a right to know what is included in a Surcharge and Tax line... which they said they can't break down and that no one in the company knows this information. That is not true... someone knows this information and they don't want you to know. They gave a *******@reservationcounter.com email address, but if they treat me the way the two folks on the phone line did it won't be helpful. Condescending, rude, talk over you, no interest in helping. This is a class action law suit just waiting to happen.