I thought I was making a reservation through the hotel. Their website looks like the hotel website to trick you. They did not advise you that they were not the hotel reservation desk and they charge a service fee for the booking. I had to cancel my reservation due to the gas shortage-a national emergency in the states I was driving in. I called the hotel and mgr. Said he would refund me. Then I was made aware by the mgr. That the reservation was made through Reservation Counter and I would have to contact them. Reservation Counter said that it would have to go through an inquiry(WHY?) The rep said she would get back to me in 24-48 hours. No response. Four days later, I called again and the service rep told me that I would have to wait 3-10days to hear a resolution. Meanwhile they have charged my credit card a service fee and the whole fee of three nights at the Hyatt. They are holding my money! This is illegal business practices.
I’m sorry for the confusion. Reservation Counter is recognized by the biggest brands in travel and successfully books more than 10,000 room nights every day. However, when mistakes happen as a result of technology, human or consumer error, we will work with our hotel partners in an attempt to fix them fast and fairly. If you’d like more help with your reservation, you may contact our escalations team at support@reservationcounter.com