Todd T Jzx

No refund

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Went to book location and realized i had the wrong evening , when i tried to return it processed my card. on the wrong day, i cancelled within 5 minutes and the reservation was for october and still no refund, that is the company keeping the money without ever telling the hotel or anything.
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Loss:
$217
Pros:
  • There are no pros
Cons:
  • Misleading information
  • Being scammed out of my money
  • Cannot explain charges

Preferred solution: Full refund

User's recommendation: stay far away, is a rip off.

Alyssa j Srp

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Verified Reviewer

Cancel/refund of money

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I called less than an hour ago to set up a reservation. Was under the impression that i was calling the hotel directly. When making the reservation i was charged 273.84 right away. When i called to cancel my reservation they stated that it was nonrefundable because it was after 03/24/21. I am highly unsatisfied that they would charge my card right away without even stating that they were a third party organization and am demanding a refund. Thanks
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Loss:
$274
Cons:
  • Intentionally false information and customer service
  • Misleading business
  • Scammed out of money

Preferred solution: Full refund

User's recommendation: Don't go through this company

terry b Vtt

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Verified Reviewer

Lied about having a elevator, since I am disable I really can't walk up stairs that good, they said they had a elevator, and when I got at the Days Inn in Henryetta, Ok. no elevator.

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They lie about having an elevator, I had a serious car accident and broke my back...after several operations still no relief, and I told the agent at Reservation Counter I must have an elevator, and he said there was one, so having to haul all my suitcases and heavy tubs, had my son with me, but he is only 14 so couldn't lift much. This made my back really hurt bad, and every time I had to use the stairs my back hurt worse every time. I didn't have much fun that week, when you're in that much pain you can't. And this was supposed to be me and my son a week to be together and have fun....you can't have a lot of fun when you're in a lot of pain. I ask for a full refund, and they told me that the agent that booked me, that it was not his fault, even tho he gave me false info. They just don't care not a bit. So I will be taking them to small claims court and sue them. What if I was in a wheelchair, they have no ramps, you can't push a wheelchair up 13 stairs three times a day. Please don't use this company, they blame other companies for their mistakes. Mr. Pissed off
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Loss:
$302
Cons:
  • Invalid information
  • Do not use this booking comany
  • Avoid

Preferred solution: Full refund

User's recommendation: Please stay as far away from this company as you can....please listen to me, please...............................................please.

Anonymous
map-marker Wingate, North Carolina

Ripped off!!!!

Was told could change it cancel before 4PM of June 3rd. Added over $200 in additional fees &;;;;;;; was told it would take 10 business days for a refund of $1'036. Bogus companyRun!
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Jennifer C Qml

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Verified Reviewer

The worst customer service ever!

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"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 consistenthelp 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.

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Loss:
$40
Cons:
  • Misleading business
  • Way i was treated
  • That they ripped me off

Preferred solution: Price reduction

User's recommendation: DO NOT USE!

Anonymous
map-marker San Luis Obispo, California

Horrible experience and attempt to rip us off.

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I called a number for what I thought was the number for the motel I wanted in Morro Bay. The person I spoke with did not use good English, spoke very fast and noise in the background, when he stated that I would be charged immediately, I asked about a cancellation date and he said that it could not be cancelled.

I immediately told him not to complete the reservations I did not want it if I could not cancel if needed. He kept talking in circles and I said very "firmly" Do not complete the transaction. He suddenly said that he had just hit the jack pot and some other jabber that I could not understand, but that I could cancel up to a certain date, but the room would be more, but they would only charge me for the initial quote. Stupidly, I made the reservation.

I then finely, found the actual number for the motel, and got through to them and made reservations directly with them.

I also called my credit card company and made sure that no charge would be paid for the quoted amount through my check in day. So they will not get my money.Make sure you are talking to the motel or hotel itself

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User's recommendation: Make sure you are talking to motel or hotel people before making any reservation and do not agree with a no cancel reservation

Mitchell T Uce

Reservation Counter, of Lehi, Utah are criminals.

This is their scam. Say you Google or Bing Silver Legacy Hotel Reservations, Reno, Nevada. Somehow, these guys' deceptive add comes up, with HUGE homepage of the hotel, including the address of the hotel, pictures of the hotel, and policies of the hotel. Only if you are looking for it, will you see in a small corner, the words Reservation Counter. No address. There is no reason for you to think anything else but this must be what the hotel calls their reservation department. Only when I called the hotel weeks later, they had no information of my booking reservation (yes, while Reservation Counter is a third party broker--suprise! who has my $336). So, I go to their web site and find their contact bar icon has been disabled. Next, with a lot of patience, I finally reach someone by phone, who tells me that when I cancelled at 5 am. Thursday or way over 48 hours before my Saturday 3 pm. check in, I really was required to cancel 2 days before the BEGINNING of the day, 2 days before. that meant I was 5 hours later than midnight Wednesday, so no refund for me at all. Now, they already had a non-refundable cancelation fee, so no honest hotel would do this. They do, because they are neither honest or a hotel. So I go to BBB and find they have 140+ complaints over the past 12 months (yes, even with Covid lock down!). this is why they are not accredited by BBB. So, I go to Yelp. Their average review is 1 star. You cannot go lower than 1 star. so I add my 1 star. I then did something I would ask everyone else do if you want criminals jailed. Please file a complaint with the Attorney Generals office of Utah, UAG @agutah.gov If as I read somewhere else that they are only pretending to be on Maple Loop Drive in Lehi, Utah, and really they are in Honduras, well the next step would be to contact the FBI. Thanks.
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Loss:
$336

Preferred solution: Full refund

User's recommendation: Please file a complaint with the Utah attorney general's office

Anonymous

SHAME ON THIS COMPANY FOR THE DISRESPECT, THE LIES, FOR STEALING FROM AN OLDER HARDWORKING FEMALE AND NOT REFUNDING THE MONEY YOU HAVE STOLEN FROM ME I CALLED THE HAMPTON AND YOU SHYSTERS PICKED UP,AN

NEEDING A EARLY CHECKIN AT A HOTEL FOR A FEW HR SLEEP, THEM PROMISING ONE. WHEN I GOT TO THE HOTEL 30 MIN LATER THE HOTEL SAID THEY WEERE FULL AND NO ROOM UNTIL 3 O CLOCK. I CALLED RIGHT BACK AND RESERVATION COUNTER SAID THEY WILL REVIEW THE RECORDING AND REFUND IN 48 HOURS, NN NOTNNOT HAPPENINGDO NOT
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Loss:
$94
Pros:
  • No pros
Cons:
  • Are liars and shysters an thieves

Preferred solution: Full refund

User's recommendation: DO NOT GIVE THEM YOUR CARD NUMBER!!!!!!!

Anonymous
map-marker Houston, Texas

None Refund of Reservation That Did Not Meet Specifications

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I called a Hotel named OYO but it went to ResevationCounter.com not sure why but I booked the hotel which was to have been an extended stay hotel that included a refrigerator and stove. When I was checking in 19 FEBRUARY 2021 I asked did the room contain the items I requested ...

THE CLERK AT THE COUNTER STATED IT USE TO BUT THE PREVIOUS TENANT BROKE IT AND IT HAD NOT BEEN REPLACED ... I told the clerk I did not want the room and I stated I wanted my money back for the room ... he said he could not give me my money back because it was booked through a third party .

ALTHOUGH THE MONEY WAS PAID BEFORE CHECK-IN ... I called and told Reservation Counter that the room did not meet my specifications and I wanted to cancel the reservation ...

IT WAS A HECK OF A PROCESS BUT I FINALLY GOT TO A REAL PERSON AT RESERVATION COUNTER ... I GOT THE $14.99 FEE BACK FROM RESERVATION COUNTER BUT NOT THE HOTEL OYO FEE. I was told 3 - 10 days to get my refund ...STILL NO REFUND 15 days ...

the phone number 855-785-**** is not a working number and the email address ReservationCounter.com NO REPLY TO MY EMAILS. Not sure it is still working.

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User's recommendation: AVOID BOOKING THROUGH RESERVATION COUNTER

Teri W Acs

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Verified Reviewer

DO NOT USE THIS 3RD PARTY PROVIDER

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They are a 3rd party provider, I used them to book 3 rooms Jan. 9 2021. I paid them for all 3 rooms. When I checked out of the hotel they told me that Reservation Counter only paid the hotel for 1 room and so hotel charged me a second time for the other 2 rooms. Now it's my responsibility to get the refund back from Reservation Counter! What they do is upcharge you for the rooms to begin with, then they short pay the hotel and when they refund you it's at the lower amount from the hotel, so they pocket the difference.
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Cons:
  • Scammed out of money
  • Being scammed out of my money

Preferred solution: Full refund

User's recommendation: DO NOT USE THIS 3rd PARTY PROVIDER. CALL THE HOTEL DIRECTLY.

Alejandro R Uff

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Verified Reviewer

Refunds

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this company has the worst service you can imagine. I have a refund for 2000 dollars that has yet to be sent ot my bank. I have emails from them with transaction ID and so forth that i think are fake, and they are unwilling to track. I have spoken to my bank chase and they say refund has not been made.
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Loss:
$1700
Pros:
  • There are no pros
Cons:
  • Refund policy

Preferred solution: Full refund

User's recommendation: never ever use this company or make payments to them

Shannon M Aft

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Dissatisfied

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they booked my reservation under the incorrect name. Was a huge ordeal and long wait times on the phone trying to fix this. when I complained to Diego, a manager from reservation counter, I was told they could not make the error right" Its just human error" Long story short wish i never used this company and saved myself time and frustration and book at hotel directly
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Cons:
  • Customer service from reservation counter customer service
  • Customer service

Preferred solution: Full refund

User's recommendation: NO NOT USE THIS COMPANY

Tracia K

Terrible policies, basically a scam

I didn't mean to use this site. I was under the impression that it was aligned with the hotel directly. I made a reservation and cancelled shortly after, at which point they refused any refund and kept my $750 payment. The policy was unclear. Total scam. VOID A
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Loss:
$750
Pros:
  • There are no pros
Cons:
  • Poor customer server and cancellation policy is ridiculous
  • Everything about them is fraudulent
  • Unwilling to resolve conflict

Preferred solution: They refused any remedy.

User's recommendation: AVOID AVOID AVOID

Alan F Foz

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Verified Reviewer

Refund not received

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I thought I was booking directly at the Sheraton but instead it was Reservation Counter. When I received the total I realized the price was too high.

I asked the operator was this the Sheraton, and she indicated no. I asked to cancel, and I was told it was too late since I already booked. I was charged $731,99 for 3 days and the hotel when I arrived said the price should have only been 602.78 plus the fee of 7.99, So I was overcharged by $121.22. I called the support line on 9/24 and after an hour on the phone waiting for a response from the billing department; I was informed that they had made a mistake and a refund would be coming in 2 days.

It has been 2 weeks and I still have not received the refund. Wait times on calls are ridiculous, On 9/24 I was on the line for over an hour. I called back today twice. The first time I was on hold for over 20 minutes, and they hung up on me.

I called back and it took another 20+ minutes for them to answer.

I would not recommend the use of this service. They overcharge, don't respond and very unprofessional.

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Loss:
$121
Pros:
  • There are no pros
Cons:
  • Overcharging

Preferred solution: Partial refund of the overcharged fees and taxes of $121.22

User's recommendation: Don't use this company. For some reason when you Google your hotel, their site pops up and you assume you are on your hotels website.

Anonymous
map-marker Phoenix, Arizona

Fraud

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The number I called said it was the actual local property and the person I spoke with identified themselves as being at the hotel property. I didn't know that they lied so that they can charge me a booking fee and an elevated rate for the stay. Total Fraud!
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User's recommendation: Read the fine print....

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