Reservation Counter

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 thought that I was booking with the hotel directly, just to point that out. I was fine with the reservation, but the concert that I was going to was moved out by two days.

So, I called their customer service to get the room moved, and they said that there was no way possible to move the date or to get any kind of refund for having to cancel. I understand the cancellation policy, but I was not wanting to cancel. I just wanted to move my day. I also contacted the hotel, and they said if the third-party company could move the day, they would be happy to move it.

Shame on you, Reservation Counter. You should be ashamed to call yourself a company that wants happy customers. You are a company that does not have any integrity. They also told me their system does not have the capability to offer a discount or a credit.

I find that extremely hard to believe. I have a job and we have a credit card machine.

Guess what, I have had to do a reverse charge on it. Never use this third party.

I typed in the exact name and address of a hotel where I wanted to stay using Microsoft's Bing search engine (my first mistake?) and I was deceptively diverted to a third party booking web site. I did not realize until after I made my reservation that ReservationCounter was NOT affiliated with the actual hotel, but is instead a third party booking company.

When I arrived at the hotel and presented my reservation confirmation, I was told by the front desk staff at the hotel that they did NOT have a reservation for me. And they DID NOT HONOR the reservation I had made with ReservationCounter!!! I called and complained to ReservationCounter and I was told they would open a complaint and would contact the hotel to try to resolve the problem and it could take 5 to 7 days. I talked to the hotel manager 3 times within that time span and the hotel was NEVER contacted by anyone from ReservationCounter.

I also complained to customer service 3 times within that time span and all I got were email responses apologizing for the inconvenience, saying the incident was being investigated.

In the meantime, I checked the Better Business Bureau and discovered there were more than 500 complaints against the company! I never was able to get any resolution through ReservationCounter, so I filed a dispute with my credit card company.

BBB Scam of the Week: reservationcounter.com

While making your summer travel plans, be extra, extra careful about the web search results you click on. Especially when it comes to hotel bookings.

You may think you are reserving rooms directly from the hotel, but in fact you may have been redirected without your knowledge to reservationcounter.com, a third-party hotel booking site.

You won't find out until it's too late that you weren't dealing directly with the hotel. Not only that, but you will be stuck with a non-refundable booking when they immediately charge your credit card for the full amount of your stay. Furthermore, you are SOL if your plans change.

Good luck trying to get your money back.

This happened to me on Apr 21, and I feel it is my duty to warn people every day that this could just as easily happen to them. I will be posting about this every day for the rest of the year.

They stated there is a no cancellation policy plus a $15 service fee. I cancelled my reservation within minutes of making the reservation.

I have now paid for this room twice!! Customer service is horrible!! I wrote an email - no response. I called the first time and was on hold for an hour and half gave up.

Called again the next and waited on hold for 40 minutes finally spoke to someone who stated there was nothing they could do for me. I asked to speak to a supervisor and they said they would call me in 10 minutes. 4 hours later I received a callback. They stated that they can not make an exception and would not refund my money.

They had the time stamp of the reservation and cancelation but still would not refund me the room. I even said I would pay the $15 service fee just refund the room and they still would not accommodate me.

DO NOT USE THIS SITE. They are basically takeing your money for no service!

We had a terrible experience at the hotel that we booked. There was no elevator, you had to drag your bags up the staircase.

There were loud sounds of water rushing through water pipes in the walls all night and day. Black mold was growing in the shower. The floors were uneven, and the drawers hung out of the dresser at all times. There were not enough pillows and towels for two guests.

After the first night of no sleep from the loud pipes, we checked out of the hotel. The hotel was willing to refund our second night's fees, but because we had booked with the Reservation Counter, we had to go to them to collect our refund. Since we did not obtain photos and documentation from the hotel to their satisfaction, we will be receiving no refund.

They feel comfortable knowing a customer paid for something they did not receive. I will never book a reservation with this company again, and I suggest anyone reading this review to not use this company.

I Googled the name of the hotel I wanted to book, and thinking I received the hotel's booking platform, I actually called Reservation Counter. I was quoted a price and while the agent was trying to book it, I was hung up on.

No one called me back. On the second call, I was quoted a higher price, but decided to book anyway. The agent hung up and when I reviewed the email, it was several hundred dollars higher than quoted! On the third call, I was told I would have to wait 7 - 10 business days for the company to review the call.

I still haven't heard from them. What poor customer service.

DO NOT BOOK WITH THIS COMPANY! YOU'LL REGRET IT.

I made a reservation at the Holiday Inn Savannah Downtown Historic District in October for January 25-28. I made the reservation on the hotel website, but somewhere along the line, this scam company came into play and took payment.

I cancelled a few days later and received a cancellation confirmation from Reservation Counter. Of the $850 bill, they kept $687.95 as a "penalty."

I ended up booking through these people and from the moment I got on call I should've known the thick accents should have told me then Run! I booked for the motel6 on 280 and it's as horrible as the rest of the motel 6 I guess I thought different bc it was on other side of town WRONG THE CUSTOMER SERVICE ON RESERVATION IS HORRIBLE THE CS HERE IS HORRIBLE I HAVE A BROKEN ANKLE AND THIS MAN WANTED ME TO KEEP RUNNING BACK AND FORTH TO PROVE SOMETHING ABOUT THE RESERVATION...

HE CLAIMED THAT HE WOULD CHANGE ROOMS BUT I'VE BEEN SITTING IN MY TRUCK ALL DAY LAST NIGHT SAT IN THERE TILL BOUT 11 AND I SAW ALL U DON'T WANT TO SEE FROM PROSTITUTION TO DRUG DEALERS MOLD ON CEILING I'VE HAD SEVERAL NOSE BLEEDS I TOLD FRONT DESK AGAIN I WAS TO CHANGE ROOMS BUT IT 5 CENTRAL AND I'M STILL IN THIS MOLDY ROOM WHERE DOOR CAN'T *** PROPERLY... NEVER AGAIN PAY ATTENTION GUYS BC THEY WILL GET YOUR MONEY AND YOU CANNOT GET IT BACK

The reservation was made without emphasizing the smoking room (the reservation was made very quickly and the payment was also made.10 p.m I do not have time to check reviews .

When I arrived they told me that it was in the smoking room (I can't because I have apnea and asthma)

I called customer service and the advisor told me that I have to spoke with samantha, the person at the hotel reception, She accepted the cancellation and I had to pay only the service fee. (I was present in the conversation and the payment was made) (attached proof of withdrawal from my bank later of the service fee).

the reservation counter .com representative told me to try to find another hotel by myself while he was fixing everything in his company and working in my money back.

I did a reservation in another hotel 11:30 p.m so i called the representative next day to confirm devolution and he told me that his manger did no accepted the cancellation.

I sent a e-mail to the company requesting my money back 6 months ago and the never answered it.

For these reasons I request from you a refund to my debit card or a voucher for a chain hotel miss Rachel.

The company took my money because the hotel agreed to cancel and that was the representative concern, hotel acceptance .

The reservation counter do not care about good service, they took my money, the representative and manger are a lairs.

Itinerary Number: 913610****771 June 16 2023 Days inn hotel. this information for miss Rachel, I sent my request today again.

This company is a scam. They pay big money to be the first company listed when you search a specific hotel.

I was unlucky in not checking the website and assumed when clicking it was the actual hotel reservation website. I received the email confirmation realizing it was a third-party company. I went to cancel and realized that the reservation is non-refundable (no matter what). They also charge your card immediately.

They don't send your reservation over to the hotel until 72 hours before your trip. I called the hotel and I was told that they are always ok with cancellations through the third-party so I called customer service and they told me that no matter what, you will not get your money back.

Do not use this company.

Only go straight through the hotel website. Save yourself the stress and potential loss in money.