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2.1 144 Reviews

Reservation Counter Complaints Summary

39 Resolved
105 Unresolved
Our verdict: When using services from Reservation Counter with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Reservation Counter reviews & complaints 144

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6:08 pm EDT
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Reservation Counter overcharging for actual rates

I booked a Best Western Hotel in Raton, New Mexico for one night for a total of $192.51. ($145.99 room, $33.53 Taxes and Fees, $12.99 Service Fee) Prepaid with credit card. Seemed high at time, but did not have time to question it nor look on the Best Western site. Upon check out at the hotel the folks at Best Western provided me a itemized statement of the total cost of the room to be $132.58 ($116.79 room, 9.95 sales tax, $5.84 lodgers tax). Turns out, according to the staff at Best Western, Reservation Counter used a Visa Card to pay the $132.58 in full and pocketed almost $47 in profit even though I paid their service fee. A call to Reservation Center about the discrepancy was a waste of time pretty much telling me the buyer must be aware and agrees to all costs when booking, and stated there would be no refund for the difference. Turns out that is the only thing that resembled the truth is there was no refund on my credit card and a full $192.51 charge broken out to two different entities, Reservation Counter and Hotel Booking Service Fee. Never have been ripped off so bad on any hotel transaction ever. Bad Business Practices - Extremely Poor Customer Service.

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12:47 pm EDT
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Reservation Counter hotel charged one rate reservation charged another

I booked a reservation at what I thought was the Candlewood Suites. It turned out to be Reservation Counter. Reservation Counter charged me $2230.95. Subsequently the reservation was modified and the actual hotel charge was $1833.05. Reservation Counter told me that they never give refunds and if I was stupid enough to use them it was my problem. That is how they stay in business by keeping all the money they can get. A true blight on the reservation community.

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12:01 pm EDT
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Reservation Counter hotel reservation

On Tuesday, 7/18/17 I booked a room at Hilton in Gainesville FL (for August arrival) through what I thought was a direct reservation with Hilton. It wasn't until two days later when I could not access my reservation on Hilton's website that I realized I had not booked directly with Hilton but had been unknowingly redirected to reservationcounter.com. Even though I did not realize I had been redirected, I was told I could cancel for free up until the day before my arrival. Once I realized I had not booked with Hilton, I made a reservation directly with Hilton and attempted to cancel my initial reservation. Now they say my "free cancellation" includes a $12.99 nonrefundable fee! What a scam! What I desire is that the $12.99 fee be credited back to my credit card. This company is a complete scam and I do not wish to do business with them in any shape or form!

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Company issued refund

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9:07 am EDT

Reservation Counter misleading site, pretends to be the hotel and hides a service fee

This site presents like you are making a reservation with Baymont Inn. This then it hides a non-refundable service fee in the charges making it appears as a hotel charge.

There is no reason to pay a fee to book a reservation. This is s scam to hide the fee in the hotel charges. Then my credit card was build separately for the 7.99 fee.

Do not use this site. There lots of other sites that will provide the same or better service and will not steal $7.99 while you are not looking.

Price for room 1:
Monday, **************
US$64.00

Tuesday, **************
US$64.00

Tax Recovery Charges and Service Fees:
US$31.95
Service Fee
US$ 7.99

Total:
US$167.94

CC charges: 159.95 and 7.99

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9:26 am EDT
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Reservation Counter hotel reservations - unethical behavior by reservations counter

I googled the hotel reservation phone number for Hampton Inn...

I googled the hotel reservation number for Hampton Inn and a number came up. I called it and it just didn't sound right. Turns out is was Reservations Counter . com

I first asked them to look up my Hilton Rewards number so I could reserve under my number. The man (foreign sounding) said he would take the number down and would take care of it. I gave him my number. He then needed all my info, I mean all. I told him he should have it all by my rewards number. He needed to verify my info... I then asked if this was actually Hilton Inn reservations (as I was growing suspicious now...) and not some third party hotel reservation company by accident. He assured me I was actually speaking with the actual Hampton Inn reservations line.

The conversation continued with my info and I again asked a second time if it was actually Hampton Inn Reservations and not a 3rd party. Again he lied to me! by saying that I was speaking with Hampton Inn reservations, the company and not a 3rd party.

I lost my night's points, the benefits of being a rewards member, not to mention that I paid $20.00 more. I wish I could sue them...

They spoofed Hampton Inn reservations on google, they lied to me and over charged. If they do not have your info by giving them a member number, hang up immediately, you are being scammed.

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Update by Top Hat
Jul 05, 2017 9:28 am EDT

Just to clairfy, it is www.reservationcounter.com not reservations, not plural

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ReservationCounter.com
, US
Jul 06, 2017 11:36 am EDT
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Thank you for bringing your situation to our attention. I apologize for the trouble you encountered during your reservation experience. It sounds like our usual service and clarifying how we help with thousands of hotel reservations wasn't followed in your case, which is concerning. We'd like to speak with you to learn more about your case to see whether there is any follow-up we can do on your behalf. If there is, we'd be happy to help. Please contact us at [protected].

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J
11:59 am EDT

Reservation Counter reservation/booking charge for non-reservation

Site is a complete SCAM! I was trying to book a reservation at a Double Tree outside of Chicago for my family to attend a funeral for a relative. As I went through the process with what I later found out was Reservationcounter.com, (I thought I was dealing with the reservation desk at Hilton). I was first told I was unable to get a bereavement rate, then was "put on hold", while they attempted to book the three rooms I asked for. Ultimately, they were able to book one room, and in the time I was on hold the rest of the hotel was booked for the night I requested. When I asked them to cancel the one room that was booked, they said they would, but would charge me $14.99 "non-refundable processing fee". It is unbelievable to me that they would have the gall to charge such a fee when they failed to complete my request for three rooms.

STAY AWAY! These are very disreputable people, who take advantage of people during their time of grief.

J. Dewey

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5:32 am EDT

Reservation Counter overcharge for hotel room

I made a reservation last april for a destination wedding in june. When I went to cancel the reservation I was told it was non-refundable through priceline. I never make non refundable reservations. The room charge was $165.00 a night more than the online rate from the hotel. Not only were we unimpressed with our room at he sheraton harborside it had only a view of the parking lot and was directly above the entrance: read noisy. Hotel personnel were unable to tell us the rate since we had booked through priceline. This is outrageous.
We want a refund of $330.00 to at least reimburse us for the difference.

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1:39 pm EDT

Reservation Counter misleading website; over stringent cancellation policy

These guys make themselves look as official as possible for whatever hotel they are selling reservations for. ALWAYS verify that you are the official website for the hotel or talking to someone from the actual hotel. I was an hour or so late to cancel per their requirements (which are at least 6 hours before the hotel actually requires a cancellation) and was refused. Poor excuse for a business.

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10:54 pm EDT

Reservation Counter misrepresentation, admitted fraud

I searched for Ramada Inn City, State where I wanted to make the reservation then followed a link to Ramada.reservationcounter.com without realizing it was not the Ramada official website. I am usually pretty attentive but it had the logo on the website so I just missed that I had been redirected. I made my reservation and then realized I had made an error in the booking. I hit cancel thinking I would correct it - still not realizing I was not on Ramada's website. The next screen showed that the Reservation was cancelled and the fee was non-refundable.

I immediately called the number and asked for either the reservation to be reinstated or the fee to be refunded. The representative would put me on hold like he was actually doing something and then come back on and tell me they couldn't do either - that it was the hotel's policy. I argued - got nowhere; asked him where he was - Quatemala; asked him if he knew he worked for a company that committed fraud - he said "yes".

I am reporting the fraud to my credit card company but I don't know anything else to do.

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12:44 pm EDT

Reservation Counter I was lied to while making a reservation

4/02/17
First, they tried to pull bait and switch. After agreeing to a room price, and completing the transaction, I was told the room was no longer available, and they would need to move me to a more expensive room. I called them out on this, and they agreed to original price.
Second, I asked why their fees were so much higher than the ones listed online. They told me the online fees were wrong. They at no time identified themselves as a third party booking service. There fees are higher because of their fee. The ones listed online were correct.
Third, I asked to make sure my points at comfort suites frequent user would accumulate. They didn't identify themselves as a third party and say "no, they wont". Instead I was told they would be awarded at check in. That also was a lie.
When I discovered this, they tried to tell me I entered a contract and it was non refundable. Only after my insistence and explaining a contract isn't valid if one of the parties lies to get the other to agree, did they cancel the reservation. All together a bad experience.

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10:17 pm EDT

Reservation Counter hotel booking fee

We thought we were talking to the Hampton Inn directly to book our stay. On our credit card bill a month later we saw a "booking fee" with a phone number from Lehti, UT. This turned out to be "Reservation Counter" (a 3rd party business). They explained there was a fee for using them! We were NOT told or else we wouldn't have booked with them. NEVER again and consumer beware. I'm contacting Hampton to tell what happened and recommend they do NOT allow this "company" to continue their scam!

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4:05 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.
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Reservation Counter hotel reservation

I searched for a specific Holiday Inn phone number and called it. I got reservationcounter.com but was assured I could get a cheaper rate booking through them. I did so. After the stay I found out the total for three nights was $100 more than if I had booked directly with the Holiday Inn and reservationcounter.com will not refund my money. Do not use this firm under any circumstances as their word is not good.

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9:54 am EST

Reservation Counter non disclosed fees

My wife booked a room in Sequim Wash on 12/30/16 using reservation counter. When we checked out we got our bill and they bill was $44 less than we were charged from reservation counter. We called reservation counter and they said that was there fee plus they charged us another $12 in fees. They did not disclose any of this when we used them to book the room, so we will not be using this company again.

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1:11 pm EST

Reservation Counter fraud claim with my credit card

I was directed somehow to this site by accessing a lodgings in the area page on a convention center website. I will be attending an event in 3 months and wanted to book my room. I booked for the Hilton and all indications on the page I was on showed it was the Hilton Garden's site including the web address.

I booked because on Travelocity it showed they were almost sold out, I figured I'd find where I wanted to stay and cancel what I didn't. I booked at 12:10 & cancelled at 12:40. It was only then I realized this was a 3rd party website. The site said no cancellations and it was fully paid. I was not made aware of this anywhere.

I tried to get them to refund my money. I got a rude customer service call center in India. The man I spoke with was mocking me on the phone. I had to demand a supervisor several times before he finally transferred me. She was nicer but refused to refund my money. Said there was nothing she could do and in fact because I cancelled it I could not even reinstate it. I was out of luck, but she "sympathized" with me.

The Hilton Garden shows my reservation is still active. Hilton will not charge ReservationCounter.com if they cancel, but ReservationCounter is not telling them I cancelled because they refuse to refund me.

I will be following up with the Hilton, and have submitted a fraud claim with my credit card.

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8:24 am EST

Reservation Counter hotel reservation

I thought I was calling the Hotel Reservation Counter. The person that I spoke to couldn't speak english very well and had trouble understanding me.
The room was posted for 139.01 and he said after taxes the total would be 163.09 and that is what would be charged on my card. He was supposed to send me a receipt but because he couldn't understand me, he got the email address wrong. I called the hotel to make sure the reservation went thru because I was making the reservation for the owner of my company and they told me that they got the reservation but they couldn't give me a copy of the receipt because I went thru a 3rd party. I didn't know that. I called back a couple of days later to get a receipt for the room and had them e-mail me the receipt. When I got the receipt, they had charged me $164 for the room and a the total charged was $190.35. I had filed a complaint and request for a refund of the difference but they said they have to review the tape of reservation I made to see if I am telling the truth. Be careful when you make your reservations, I know that I will in the future.

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7:11 pm EDT
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Reservation Counter unauthorized credit card charges

Earlier this year I booked an 8 day stay at Crosslands Economy Suites Kansas City/Independence. I was going to be attending a conference and had wanted a small kitchenette. When I booked online I assumed I was booking directly with Crosslands and was surprised when my mastercard was immediately charged for the rate. A rate of $846.00 for the 8 days. I understood there would be an exchange rate from US dollars to Canadian but it seemed high nevertheless. When I arrived at the hotel, I was told I had booked through Expedia and that the price they had quoted was $442.00 USD. That is 100% mark up. I immediately called the number on my mastercard and questioned this. After several emails with Reservation Counter sent me this receipt
01/29/16 HOTEL* BOOK ONLINE CA$846.20
06/03/16 Studio 1 queen non smoking - 1 Room CA$77.19
06/04/16 Studio 1 queen non smoking - 1 Room CA$91.23
06/05/16 Studio 1 queen non smoking - 1 Room CA$91.23
06/06/16 Studio 1 queen non smoking - 1 Room CA$91.23
06/07/16 Studio 1 queen non smoking - 1 Room CA$91.23
06/08/16 Studio 1 queen non smoking - 1 Room CA$91.23
06/09/16 Studio 1 queen non smoking - 1 Room CA$91.23
06/10/16 Studio 1 queen non smoking - 1 Room CA$91.23
NOTE: All incidentals and other charges will be separately handled upon check-out.
Subtotal: CA$715.80
Taxes + Fees: CA$130.40
Total: CA$846.20 CA$846.20

The rooms are originally booked at $49.99 USD or $420.00 weekly.
The rooms are not worth more. Unfortunately, the place turned out to be very shabby and not well kept. So this outrageous overcharging makes it even more frustrating.

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6:50 pm EDT

Reservation Counter online hotel booking

Thought I was making a reservation though actual hotel because Reservationcounter.com uses the hotel logo on their web page. I was charged $172.79. When I arrived, the hotel had no reservation under my name or itinerary. At that time I did not know they were a scam so I contacted Customer support. I was kept on the phone/hold for 2 hours and basically given the run around. I was then assured they booked my room via the hotel, I returned to the hotel at 7 pm and told no one had contacted them concerning my reservation. JS

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8:59 am EDT
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Reservation Counter scam reservation

Tried to call a listed Hotel (Holiday Inn-French Quarter Perrysville Ohio) and was told they were booked but would call and see if something else was available. Found me a room and billed my card, gave me an itinerary # that they emailed to me. Took my family out of town only to find the Hotel they booked for me...had no vacancy and didn't have any need for a itinerary #! There were no other rooms available around this location and while talking on the phone to the Supervisor in charge of Customer Support(David-100522 in Guatemala!) I was told " let me see what I can do about a refund"... was put on hold for 35+ minutes then hung up on! So there I was with my family 5 hours away from my home, Money out of my account for a room and no other rooms available for closer than another hour away...and no longer convenient to out destination!
3 days later I finally get a hold of (David) to find that they did reimburse my account @ 2:15am that morning and there was nothing else they would do. He couldnt get me to a supervisor, couldnt tell me who the company CEO was and then gave me a Mngr name and number (John Machen [protected])that no one ever answers! I want nothing for free, just want to know how to never use them again, make sure my company (GEICO) never books through them, my family, friends and soccer Club never has to use them again. They scam with fake Reservations. take Credit Card #'s, Personal info and emails and does what with them? I now am canceling my cards and changing every password I have! Please ask when booking anything if this is the company doing the booking...and if so yell SCAM and hang up! RESERVATIONCOUNTER.COM IS A SCAM!

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7:38 pm EDT

Reservation Counter hotel reservation

I made this reservation thinking it was directly on Holiday Inn website. I was surprised when the hotel charge showed up on my credit card statement 2 months before my stay when I know Holiday Inn allows you to cancel 24 hours in advance. I contacted them to modify my reservation by cutting my business stay 2 days short & they said it was non-refundable even though the confirmation email states they follow the hotel's cancellation policy.

I have now made 5 phone calls to their company, their supportteam (which is another booking company called Get a Room), and the hotel. The hotel manager agreed to the reservation modification but both Reservation Counter & Get a Room refused. Guess I'm going to have to dispute the charges with my credit card company, stupid business decision on their part, get 3 day instead of 5 versus getting nothing.

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John Tang
, US
Jun 05, 2016 8:36 am EDT

Made reservations for june 2 to june 5 for 1 bedroom w/kitchen, washer/dryer. when I checked in It was for a king bed no kitchen, washer/dryer. Could not cook meals, when I called about the error David told me thats what they made and it was my error. Then I told him how was I going to cook my meals, cook them in the lobby? David said mybe they will let you. I filed a customer investigation. I get a reply saying that they apologize for their error. What about my lost 4 days of vacation. they will not reply John T. 6//5/2016

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Reviewer11985
,
Jun 03, 2016 8:38 am EDT

called to book a hotel and the person on the phone found on for me and quoted a price. he put me on hold and came back and said that the price he quoted me of 110 per night was no longer available. he said it would be another $25 a night if I wanted to stay at the Marriott courtyard so I opened my computer and checked the web site and they still had several rooms available and the first price. I asked him about it and he started rambling on so I hung up the phone. I called to talk to a supervisor about it and the lady just keep saying the same thing over and over that the room was no longer in the system. you could tell by the tone of her voice she was just waiting for me to hang up... DO NOT DEAL WITH THIS COMPANY... THEY JUST WANT AS MUCH MONEY FROM YOU AS POSIBLE..

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C
10:47 am EDT

Reservation Counter overcharge for hotel room/misrepresentation

Booked a room through smart phone for one night at Comfort Inn & Suites. Thought it was their reservation site. It ended up being Reservation Counter.
The hotel said it came up through Expedia. I was charged twice. Finally the Comfort Inn & Suites dropped their charge which was less by $29 than the one through "Expedia"(reservations counter). The person at reservation counter led me to believe that it was Comfort Inn. Reservation counter still state that they are affiliated with Expedia.
Be careful where you book. Call the hotel direct. I doubt if I will do business with Expedia anymore either. They need to stop the misrepresentation also.

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