Reservation CounterReviews 302

Reservation counter misprepresents facilities and when hotel calls to correct, reservationcounter does not refund. Do NOT put your credit card down with this company. Even the hotel and VISA dispute department call them out as terrible to deal with.

I prepaid for a room through Reservation Counter and arrived at the property holding the reservation only to find that the room was smelly, dirty, and completely unsuitable. I was not offered an alternative room to fulfill my reservation and was assured by the motel property that I would not be charged for the reservation as the property was not able to provide a suitable room. I was told by the motel property that I would need to contact Reservation Counter to receive a refund for the room as Reservation Counter was the booking agent.

I contacted Reversation Counter and was told that the motel property denied my request for a refund so Reservation Counter would not provide a refund. I then called the motel property and spoke with the general manager of the motel who assured me that Reservation Counter had not contacted the property. After a number of calls to both the property and Reservation Counter I was able to convince the general manager of the motel property to call and speak with Reservation Counter to clear up any misunderstanding. The general manager called me back after speaking with Reservation Counter and said that Reservation Counter stated that a third associate party was involved and vetoed the refund. She stated that Reservation Counter could not disclose the name or contact information of the alleged third party as Reservation Counter did not know who it was.

Reservation Counter is clearly giving me and the motel property general manager the run around in hopes that I'll give up trying to get the refund that I deserve.

I have filed a complaint with the Better Business Bureau and the Federal Trade Commission. Reservation Counter is headquartered in Utah, so I will continue with the Utah state authorities next as required.

I can't say enough to ward you away from this business. During my last call the manager at Reservation Counter refused to provide a refund for any reason and hung up the phone while I was speaking with her.

I made a reservation with this company and the agent quote me a room rate of $520 per night but then charged my credit card $619. I immediately queried this (I was still talking to the agent when I saw the charge) but the agent said the price had changed as they were making the booking and there was nothing they could do except cancel the booking and charge me $800 for cancelling! I escalated the issue to customer service who said they would listen to the recording and respond within 48 hours. After hearing no response I called them 3 days later and was then told the normal time is seven days and I should call them back in four days time. This is appalling customer service and I would never use this company again.

There is a special place in hell for people who operate Reservation Counter. They make you think you are on the hotel's official website. They say the reservation is refundable before you book and then change it to non-refundable after you book it. Trying to contact them by phone is adding insult to injury. They put you on hold for 10 minutes at a time for over an hour before you get to talk to someone. Then they rudely say "you agreed to it being non refundable when you booked it". I DID NOT! Then they hang up and you have to spend another hour on the phone. All to no avail. They are criminals. THEY STOLE $1,135!

Booked a hotel online and told the agent where we needed to stay. Agent confirmed on phone our hotel and location, even after we reiterated our needed location. After hanging up, we double checked the hotel and realized the hotel was in a different state. We called back (tried getting back in touch for over 45mins) and when we did, were told that we could not get a refund due to the mistake. Basically, this company stole our money, we never were able to use our hotel (because it was in a different state halfway across the country) and are out the money we paid in full. I DO NOT RECOMMEND. Please be careful when considering using these guys.

I called and spoke with an agent without realizing that this was a 3rd party. He did not clearly identify that he worked for Reservationcounter.com. He actually was deceptive and dishonest when discussing my corporate discount by implying that he worked for that hotel chain.

At the end of the call he spoke so quickly that I asked him to speak slower and to clarify a statement. Unfortunately, he either did not say again that he was with this company or spoke so quickly I was unable to understand.

It was not until after I had already checked in that the hotel desk clerk mentioned that my reservation was through a well known travel site that I started to ask questions.

I do not recommend this company.

Made reservation and got to hotel, there was no booking under my name, or my confirmation#, I called the contact number and kept getting different people, one hung up on me when I gave him to the hotel clerk to confirm my reservation. They charge my charge card for room.

I had to book this reservation 2 times. The first time the rep spelled my name wrong, booked the wrong type of room and did not tell me about the resort fee of $51.00. I had to cancel my reservation and rebook which I was charged a $14.99 fee to fix what the other representative messed up. Will not use this website again.

I will say the second rep was helpful and nice. Still was charged $14.99 to correct someone else's mistake.
Angie

Reservation Counter is full time rip off with non refundable cancellation Policy, they owe me over $1500. 00 of cancelling my booking...

They lied about the hotel being pet friendly. I got to the hotel while completing the reservation. Go in. No pets. Can't cancel reservation. Give me a song and a dance. Very frustrating experience. Unprofessional supervisors. Give you the run-around. Call hotels directly to avoid this!

Absolutely poor service, you should never go through reservationcounter.com, it's a scam company. They gave us a false information about the hotel saying that it has a pool while booking and when we reached the hotel with kids we found out there was no pool and we tried to call them for refund they are not answering our calls anymore. It's a fake company. Never ever book through them. FAKE-FAKE-FAKE

Dishonest, I believe they tell whatever to get a reservation.
Called at 6am need a room that morning ask 3 times if a room would be available to check in by 6:30am arrived at the Holiday Inn in Galvaston, TX And was told couldn't check in until 4pm. Unless I wanted to pay for the night before because they had a room that customers didn't show up for.
Called company said nothing they could do would send in for someone to listen to recorded conversation and would get back in 24 to 48 hours no help wait on hold for 1 hour and 10 minutes to speak to supervisor and was no help.

They pretend to be the website for that particular hotel you are looking... and they will charge you $50-$70 more fees than the hotel.
Their Refund policy is not clear as far as refund matters.

I booked a hotel and i realized that this was not the site for the hotel... and i call them back in 2 min after i click the purchase button... and the guys with accent (hard to understand) was telling me... NO Refund. OK? For 10 times without any explanations... So these are outside of the States... Stay away..

I had first tried to book directly with the hotel in DC, but the quoted $219/night for a queen standard room was higher than I had previously paid so I looked online for a better deal. Reservations.com quoted $273/night, but then reservationcounter.com came through with $165.50/night for a king size 2 room suite with kitchenette and breakfast. With taxes that represented a $184 savings for 2 nights. My daughter called my attention to negative reviews on this site so I called the hotel to confirm that it was not too good to be true. The price and reservation was confirmed and I would definitely use the site again.

The phone number I called appeared to be on the website of a major chain hotel. Now I know I was misled from the start of the call, believing I was talking to their reservation counter -- only to find out later that it was a 3rd party pretending to be the hotel front desk reservation counter. I was given a price of $94.67 per room per night plus taxes and fees. The reservation desk representative asked if I wanted to go ahead and reserve two rooms for two nights at that price. I was told that the rooms at this price are non-cancellable. Knowing that we were definitely going to go, I agreed. The person then asked for all my information including my credit card number, which I gave him and he was going to email me my confirmation. Upon receiving my confirmation I found out they had charged me$214.62 in fees and taxes and another $14.99 in service fees. I was confused. I asked how fees and taxes could be 60% of the room charges?!? I asked for a breakdown of the fees and taxes. However the reservation counter representative didn't have an answer. "The system calculates the final bill", he said. My charge card billing was already pending at a ridiculous $608.29.
My husband called Reservation Counter, which we looked up online only to find out they were a 3rd party company called ReservationCounter.com. He called right back to cancel the rooms and was told it was non-cancellable. They would not adjust the price, or make any concessions. I was just basically screwed over. The real hotel reservation was charging $84.96 per room and $52.68 in taxes and fees. We were overcharged $215.77 by being misled into thinking we were dealing with the hotel direct.
Everything about this company is designed to take advantage of the customer. Their name is misleading. Their representatives are not forthcoming with all the charges. Their website had no place to do a review. Not sure where they get all the good reviews. When you look up "review reservationcounter.com", you will see all the complaints about them.
Any company that truly cares about their customers should quit selling rooms to this unscrupulous company.

Will never use them EVER again. Booked 2 rooms & just wanted to cancel 3rd night reservation. They couldn't do it after numerous calls to their "billing dept ". Result: they would need to cancel whole reservation & could not rebook as no rooms available... unbelievable! So I cancelled completely with them and booked the 2 rooms for the dates I needed myself.
Useless to involve them in first place. Be more careful next time that you are dealing directly with hotel or a reputable booking company. Stay away from this company. Total waste of time & energy & no rooms after all this!