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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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L
3:05 pm EST

Reservation Counter overcharging

Over charging taxes and service fee. A $126 room with Wyndam, Greenville, NC was billed to me at $126, plus of $30.37 (which should have been 11% or $13.86) and added a "service" fee of $7.99. Total charge of $165.01!

I cancelled the reservation, but they would not refund. They said the hotel refused to refund. That was not true, I talked with the manager. He said the hotel does not get paid from outside contractors until the guest checks in. I told Reservation Counter that what they said was not true, but they said they "reviewed" the request and it was denied.

Do not book anything through these fraudulent booking agents.

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1:03 pm EST
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Reservation Counter non-refundable policy

I booked a non-refundable reservation through this website for a weekend stay at a hotel in CA. I made a mistake and booked the reservation for the wrong weekend so I called Reservation Counter within 5 minutes of making the reservation and told them what I did and asked if I could just change the reservation to the previous weekend. I did not want to cancel just change the dates of my reservation. I was told that could not be done. I called the hotel directly but they could not do anything since I booked with a third party but the hotel suggested I dispute the charge through my credit card company, which I did. My credit card company researched the issue and said I canceled the reservation so they could not do anything. I tried to dispute the charge again and the same thing happened. The only charge that did get taken off my credit card bill was the $12.99 fee that Reservation Counter added on to the reservation. But I still have to pay the $350 hotel bill which I did not use.
I did not EVER cancel the reservation. I only wanted to change the dates. I will never use this website to book a hotel reservation ever again.
I booked the actual dates I wanted through Expedia and even got a better rate.

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2:24 pm EDT
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Reservation Counter hotel reservation - unable to get cancellation assistance

I thought I was reserving rooms with Sheraton. I never received email confirmation and after checking, the hotel did not have any reservations. I made different reservations during that call.
Through a credit card dispute, I was able to get all of the original reservation information. I was not dealing with Sheraton, they reserved the rooms at the incorrect rate, with incorrect names, incorrect contact info - everything about the reservation was incorrect. I have not been able to get the reservations cancelled either by this company or by the hotel. It has been incredibly frustrating.

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7:49 pm EDT
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Reservation Counter lets not go places

I strongly suggest that you avoid Reservations Counter to book anything. This is what happened to me. I booked one night in a hotel (Howard Johnson, Saugarties NY) for 9/15/18 then clicked. The moment I realized I'd made an error, I called them (no more than 30 secs after I clicked). I spoke to the person on their customer complaints line and it was a shock to hear that they would not budge and shift my booking date forward by one week. I asked to speak to their supervisor and they still stonewalled me. They were also rude and unpleasant while doing so. I get the fact that when I clicked the booking, I committed to the booking. But no other business in the world will not let someone change 30 seconds after booking. This seems to me totally unreasonable. Reservations Counter may well write a reply beneath about having to follow their procedure. They should also understand that my procedure is to let the world know that they are being sketchy. This is a company who cannot be trusted.

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L
10:28 pm EDT

Reservation Counter hotel booking

Never use reservationcounter.com for Hotel reservations!
ShadyBusiness. This company blatantly lies about their cancellation policy on their website, which states: "Each room in this reservation is subject to the hotel's cancellation policy which is: This reservation is non-refundable. There is no refund for no-shows or early checkouts. The $12.99 USD fee included in the total is non-refundable. We do not charge any additional change or cancellation fees."When I called the Hotel and asked their cancellation/refund policy they stated they have a 24 hour full refund cancellation policy. I was disconnected in the middle of the last questions with reservations.com and Instead of choosing to call me back to finish the transaction they processed the reservation. Within two minutes I called to change complained about it being processed without reconnecting with me so We could finish the transaction questions. I will Never use them again. Save yourself the grief, go with someone like Expedia who helped my daughter change her reservation at the exact same hotel. These people are CROOKS!

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3:41 pm EDT
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Reservation Counter unable to receive cancellation refund.

I made a reservation for a room on 06/30/2018 with reservationcounter.com. Due to a change in plans, I needed to cancel the reservation. I cancelled the reservation within the allowed time period. As of 07/08/2018 I have not received a refund. Multiple calls have resulted in being given the run around. After being given their customer support number, I was informed that they had no record of my cancellation despite the fact that I had a cancellation confirmation number. My itinerary number is R1152633644, cancellation number [protected] (placed on 06/26/2018). They are telling me that their cancellation system does not work as I described. However, they can not explain how I was able to obtain a cancellation number. I expect a full refund for services charged less $12.99 ($182.34). Customer service rep to rely via e-mail by 07/12/2018 regarding outcome of refund. My e-mail is [protected]@gmail.com

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1:24 pm EDT
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Reservation Counter hotel reservations

Reservationcounter is a scam! They billed us over $100 more for a two night stay at comfort inn and suites...we originally thought we were dealing with the hotel until we called to cancel and found out they paid our room with an express card at 228.00 for two nights and charged us 343.00 for the two night stay...they refused to allow us to cancel without a penalty of one night stay and couldnt guarentee the second night would be refunded to us...how pathetic to conduct a service to customers like this.

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7:24 pm EDT
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Reservation Counter reservation

I specifically called this company looking for a room with a hot tub and it . The room was quoted to me at $138 . At the time of check-in at the motel it cost $170 plus a $13 booking fee and the room had no hot tub . The motel would not refund my money because it was booked through a third-party . They also charged me $50 for incidentals and I did not stay there. Contacting the booking company they said that when I asked for a room, they called the local motel and the local motel told them every room had a hot tub so they only pass that information on to me it was not their fault. Does anybody know of a Hampton Inn that has a hot tub in every room?

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5:06 pm EDT

Reservation Counter tried to book a room and they were going to charge me $40.00 in taxes and extras and not sure if they canceled my reservation.

I was booking a room with Holiday Inn Express in Lamar Colorado and thought I was talking with a reservation service with Holiday Inn. I made a reservation and at the end the total on the room was $176 for a room that cost only $136. When I tried to cancel, they would not do it. I questioned the $40 extra and did not really get any answers. They put me on hold and then just hung up on me.

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2:08 pm EDT
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Reservation Counter reservation service

I thought that I was booking directly with the Hotel as that is how it appeared on their website. The cancelation policy was very different that the actual hotel if booking directly. I canceled a reservation 5 days out and was charged $164 per room for two rooms.
I would never use this service again but it is easy to do and think you were booking directly at the hotel.

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5:56 pm EDT

Reservation Counter hotel reservations

On May 1 2018 I applied for a room at Candlewood Suites, Mooresville, NC. The software presentation fooled me into thinking I was making an actual reservation. After completing my transaction, I tried to confirm my reservation with the hotel. There was no confirmation number in their system for my hotel request. I am out 286.16 dollars and the entity now has my card number.

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9:48 am EDT
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Reservation Counter scam

I thought I was booking a hotel with Holiday Inn and when they sent me my conformation email I was charged a 14.99 processing fee that was non refundable. I called back and I was told that if I cancelled my reservations I would still be charged the total fee. I feel like this company is a scam and are making people think they are booking directly through the hotel. I would not recommend any one using this service

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2:07 pm EDT
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Reservation Counter scam

I thought I was calling Doubletree by Hilton to make a reservation but was actually calling Reservation Counter. When I called to cancel one night of the two night reservation I was told I had to cancel the original reservation and make a new reservation for the one night I needed. However, the hotel is sold out so they told me if I cancelled my original reservation I wouldn't be able to make a new reservation for just one night. Completely ridiculous since I already have a reservation at this hotel. I asked to speak to a Supervisor who was worthless and said there isn't anything they can do. DO NOT USE [protected] to make a reservation there. Call the hotel directly

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foxie
, US
Aug 01, 2019 2:20 pm EDT

I thought I was calling The Horseshoe Casino and Resort in Bossier City, LA, but somehow I booked the room thru Reservation Counter which is such a scam. You can not cancel, or change your reservation or get a refund.
I think the US Government should look into this SCAM! The person I talked to did not speak very good English at all and I had a hard time understanding him. DO NOT EVER BOOK WITH THEM!

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10:23 pm EDT
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Reservation Counter us dollars

I thought I was making a reservation at the days inn Langley British Columbia but later realized it was a company called reservation counter. When I received my email for my hotel confirmation it was in U. S dollars. I'm making a reservation for a Canadian hotel from Canada why would I agree to make a reservation in U. S dollars when I can book the same hotel through Kayak in Canadian dollars? They refunded my credit card but now I've lost money because the exchange rate changed in a few days. I will always make sure I'm not dealing with them when booking a hotel. I think they are scamming people. The person I booked with knew I lived in Canada and still charged me that? Bogus!

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2:13 pm EDT
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Reservation Counter no "suite" as paid for.

Reservation Counter rep led me to believe she was on site of Hotel Indigo. I inquired as to a suite.."Yes we have 2 suites, but if you want one you should book today as it is a busy time of year for us." I did, paid $506.66 and showed up on the date of my reservation. I checked in, was told "suite" wasn't ready and an hour later got a call from the hotel that no "suite" was available. I had scheduled a reception there, had a caterer, and no room available. I was put in a regular room and comped a second room as there were 3 other people with me. The rate was $203 for the regular room. I contacted Reservation Counter twice. First I was told they were crediting me $131.66 and the hotel would refund me $100. I never never got the hotel credit and upon contacting them, they told me they never agreed to that, RC would have to refund any monies because that is where my payment processed. After calling back, they now say "You used the room", no refund! I am livid.

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6:17 pm EST
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Reservation Counter cancelled motel room through motel but no refund available

as with the other comments I too thought I was going directly through the Hampton Inn reservation line. Found out differently when I went to cancel my reservation with the Hampton Inn and she informed me it had been cancelled on her end. Confused when I asked about my credit card being refunded and was told at this time that apparently I went through this reservationcounter.com and I would need to contact them. Called this other site and was told it wasn't refundable. I asked her how I'd even gotten their site and what the name was since I thought I'd gone through Hampton inns. Tried cancelling this 2 days prior to reservation due to an illness and not going to be there.

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12:11 pm EST
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Reservation Counter hotel reservations for marriott

I looked up Residence Inn by Marriott on the Internet and in the top right-hand corner of the webpage was an 800 number which led me to Reservation Counter who said that they represent the Marriott reservation when I question the price that they quoted me they said that this was the best price and the last room there was no more Vacancies at the Residence Inn. They gave me the direct number to the Marriott Residence Inn I called them made a reservation they quoted me at the price which was $45 lower and they had plenty of vacancies I immediately called reservation counter back and told them that I was going to dispute that pricing put on my credit card they left me on the phone for 33 and a half minutes came back to the line and told me they couldn't give me my money back they are a scam they don't work for anybody I hope this gets out to everyone because they are no good but I am disputing that charge and I will not be paying it.

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4:09 pm EST

Reservation Counter hotel booking

I booked a trip with Hilton Grand Vacations and found out after the transaction was done that it was through a third party ReservationCounter.com. The trip did not give any indication of this being a non-refundable transaction. I cancelled the trip 5 weeks in advance and they would not refund me the money. It was almost $900 in transactions with fees and taxes. They claim that if I had called instead of clicking the link they sent me to cancel that they could have tried to give me a refund. This is bogus. I feel I have been grossly deceived and misled in this dealing. They told me I have to go to my Credit Card company to get the refund. I had to file a dispute with my bank.

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pobarjenkins
Minneapolis, US
Nov 21, 2017 2:38 am EST
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Unfortunately, since they won't refund you, your only option is to dispute the transaction with your bank. I hope they are able to refund you at least partially.

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M
5:59 am EDT

Reservation Counter unethical behavior /scam

On Monday, Sept 18th, we looked up hotel with park and fly on internet and called the hotel number...we thought we were talking to the reservation desk for the hotel since that's how they presented themselves. We made it very clear we needed park and fly for 5 days. We were told we had to pay more for parking...we explained that the internet page we were looking at said free parking for 7 days. The gist of it is that we paid more, then get a email receipt in subject line only..no other info in body of email:

Fwd: Quality Inn & Suites P.E. Trudeau Airport Confirmed Booking | Itinerary Number: R886415933

Arrive at hotel... no long term parking there at all! Hotel says that Priceline.com made reservation, and sorry you got ripped off. Needles to say it was 10pm...called reservationcounter.com. Told sorry..we will review and get back to you after speaking with the supervisor..Giavonni. Chatted with priceline.com and the denied any affiliation with reservationcounter.com and referred me to Getaroom.com..and princeline could not help or file a complaint.
So we ended up paying more, having huge hassle and involved time and paying for additional parking at airport...almost as much as hotel.
What a mess... and no one taking any responsibility. Obviously, we will contact the Better Business Bureau and all ratings, etc we can if no resolution to this issue.
Michael
ps..funny part is their web site in big bold letters says:
"PEACE OF MIND
Find your hotel, fast and easy"

WHAT A JOKE..YOU CAN FIND IT BUT WHAT A RIP OFF!

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2:46 pm EDT

Reservation Counter unethical behaviour/booking not received/unauthorized credit card charges/no help in resolving problems.

On 9/10/2017 I thought I was dealing straight with the reservation counter of the Wyndham New Orleans French Quarter location, as it turned out it was this company Reservation Counter. I do want to stay at the hotel on the night 10/07/2017 with checkout on 10/08/2017 but since there was no confirmation button to click on I canceled because I did not have the final confirmation from family as to the exact number who would be staying in the room and if we need more than one room. Second after leaving the site I received an email stating the rate go up within the hour and I should complete the reservation. Numerous emails have gone back and forward with this company to no help at all to satisfy request but my credit card account was charged. I spoke with three customer service reps. without must assistance. Luis, Skyler and some man I did not get the name of, he gave it to me but I was so angry I failed to write it down. Still no satisfaction or solution to the problem. Solution I will accept are book me a room for the stated amount that has already been processed with my credit card company or credit that same amount. One charge only of $337.77 and the room booked or refund of $324.77. I am willing to pay only 12.99 if I do not get the room. If not I dispute the charge with the credit card company for not receiving the service or I start legal action in small claims court. I will continue to complain and not recommend this company nor Wyndham Hotels unless problem is resolved. Itinerary Number R880252389 9/10/2017.

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844-201-6555

Website

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