Reservation Counter
reviews and complaints

I called the number on what I thought was the Wyndham sight and thought I was registering for a room for three days from October 25, 2019-Monday 28, 2019. I registered for a room with two double beds for three nights at the Wyndham Garden Houston Willowbrook hotel. I put in that name and thought I was getting the actual Wyndham hotel online reservation platform. I registered for two beds but discovered that a king-sized bed was what was booked. Graciously the hotel did have a room with two double beds available and they did switch us. I was told it would cost $58.00 a night with a charge of approximately 15% for taxes and fees. They said they would put it on my card which would make it easier for checkout. Imagine my surprise when I discovered the charge on my credit card as $175.29 plus $70.49 for taxes and fees and a service fee of $12.99. I called the number on the credit card statement and they refunded the $12.99+ an additional $17.00. Even with the refunds the charges are outrageous. The taxes and fees are 40% NOT 15%. The room rate of $58.00 x 3 isn't $175.29, which is what was charged. It should have been started at 174.00. I don't know how I got onto this site as I didn't request any site except the Wyndham Willowbrook Houston. I feel it was extremely sneaky however it happened. The room that I understood to be $58. x 3= $174. + $26.10 for taxes or $190.10 or $63.36 per night ACTUALLY cost $71.93 per night and that was with refunds. What a ripoff. I am extremely upset. My confirmation number was R1685624000
My name is Judy Barnette
Phone number [protected]

Misrepresentation at its worst! I thought I was booking directly with the hotel (I went to what I thought was the hotel website but when I clicked on "reservations" I was apparently transferred to this 3rd party scam travel company. I booked 3 nights in a FL hotel and before I knew it, my credit was charged for the entire stay PLUS taxes and fees that ended up being 58% of the room rate! Outrageous! When I requested a breakdown of said taxes and fees, the representative told me flat out that he could not disclose those.
I have reported this scam to the BBB and noticed this travel company is on alert with the Federal Trade Commission for "misleading and deceptive conduct." Wish I'd known this and was more alert before booking, but they were very sneaky in securing my reservation before I realized who I was dealing with.

Several issues regarding the deceptive practices of this business.
1. Misleading business practices - Although it appears on the website you are working directly with the hotel you are actually dealing with a 3rd party booking agency.
2. Immediate charges to credit card when room is booked, not on the effective reservation date which may be weeks or months later.
3. Overcharges - The full amount charged (less the booking fee of $12.99) is NOT sent to the hotel resulting in an overcharge which is retained by ReservationCounter.com.
4. FTC charges for misleading consumers - See this link for FTC article.
https://www.ftc.gov/news-events/press-releases/2017/12/hotel-room-resellers-settle-ftc-charges-they-misled-consumers

Details of my experience:
In July 2019 a reservation was made through ReservationCounter.com for one room for 9 nights at an Ohio Best Western Inn. By all appearances on the Website it looked like we were dealing directly with Best Western and placed a phone call to book a room. We later discovered there is no relationship between this agency and the hotel.

After discussing the rates with the agent, we agreed on a total amount to be placed on our credit card in the amount of $1, 251.81 which included a booking fee of $12.99. However, upon checking-in at the hotel on August 11, we found that only $950.55 of the $1, 238.82 balance had been transmitted to the hotel leaving a discrepancy of $288.27.

After several phone calls and emails with representatives at ReservationCounter.com we received no explanation on why the full agreed upon amount of $1, 238.82 was not forwarded to the hotel. (They claimed the full amount was sent but would not provide proof of this.) Hotel records reflect the lesser amount of $950.55 was received.

Clearly this is deceptive and possibly fraudulent on behalf of this booking agency. At the very least, this agency should inform the customer that only a partial amount charged will be forwarded to the respective hotel.

If you use ReservationCounter.com I would I confirm in writing the actual amount of the total being charged (less the booking fee) that is being forwarded to the hotel.

Reservation Counter is an absolute scam of a company. They are completely misleading and have absolutely no decency when it comes to customer service. We called to make a modification to a reservation from 2 rooms to 1 and did so by the Oct 15th 10am deadline. However the "reservation agent" said that the only way to change to 1 room would be to cancel and make a new reservation which would then not be cancellable without penalty. this absolutely should not have been done, they should have just canceled the 1 room. I called back less than 10 minutes later to just cancel it completely in full without penalty and they refused. Over $400 when the change was made by the original reservation deadline. This company is an absolute joke and has NO business representing any such hotel in hospitality

ReservationCounter.com hijacked my hotel site and charged me 30% more than the hotel. Their terms and restrictions appeared after they charged my credit card along with up charges not mentioned at the booking. Why with all the listed complaints has this company been able to continue these deceptive practices. Why does hilton put up with this?
I called their number. I was told it was not possible to refund my money. I talked with a supervisor after a long hold who only gave her first name. She, norma, said she couldn't give me any information other than her supervisors first name, michelle. She said I could do an email but she couldn't give me an address, didn't know who owned the company etc. What a job!

My husband rooms through this company and while he booked it he saw that this reservation said it was non refundable so he called them directly and while on the phone their employee said he would walk my husband through changing (yes CHANGING) the reservation so that it can be modified if needed so if we needed to change the date earlier or later by one that we could do so for a fee. We NEVER cancelled the reservation! Their employee (yes recorded conversation exists that proves this) instructed my husband what to do online which basically instead of changing per our request for help cancelled the reservation then rebooked it immediately within a minute. We have the same days but this company has now charged us twice stating that we cancelled online so there would be no refund. I know this company is unethical and will not refund our money after 2 conversations with them so I want to warn others not to use this company. We will be filing a dispute with our credit card company and I will make sure I do everything I can to help others from falling victim to this scam.

Reservation Services is a scam that people need to avoid at all costs. My son made reservations thinking he was speaking to Drury Inn and Suites (a great hotel chain that we have stayed at many times) and they reserved not just the wrong hotel, but a hotel in the wrong town. Then when he caught the error three days before his stay and tried to change them to the correct hotel they refused. Said they'd have to review the recording then said he failed to decline the reservation and denied the lady spoke poor English making it impossible for him to understand her. My husband followed up with the company, speaking to several representatives and nobody he spoke to spoke good English. Beware because they will deny accountability and will rip you off.

I booked a room for two nights at a Hampton Inn in Cumming GA near a hospital where my husband's surgery was taking place. This online reservation site never stated they were independent of the hotel. They charges more for the room along with a booking fee. I don't have a problem with paying a small booking fee, but I found out they charged me way more than the Hampton Inn does . That is fraud.
My advice to everyone out there is to never ever use this site to book any reservations - it is a rip off!

I thought I was dealing with Holiday Inn Express to make reservations in Vernon Connecticut for my nephew's graduation, but little did I know at the time I was dealing with Rent a room/Reservation Counter. Our reservation was from June 10, 2019 - June 15th. Our flight was canceled on the 10th and I called Holiday Inn to report that we were not going to be there that day and they told me I had to contact the third party, Rent A Room. I had no idea what they were talking about. When I made contact with Rent A Room the staff told me that we were not able to be refunded for the night we were not able to be there due to Holiday Inn's Policy, but when I called Holiday Inn they turned it back on Rent A Room. We had to pay for a night that we were not there, and not by our own fault. Rent A Room (all emails had the name Reservation Counter) gave me 3 different reservation total's. Of course the final total was the most expensive of the 3 different total's given. Not to mention that if the Third Party would not have gotten involved, the Holiday Inn total would of been much cheaper. The website I went to had a picture of Holiday Inn Express. Every thing I dealt with (to make the reservations) seemed to be Holiday Inn Express except it was not. Beware people!

Date June 22nd, 2019
Time 3:00 pm Central
Client number [protected]
Client Name Peter W Badger
Agent Name John

I called Seaport Boston to cancel my reservation number. They sent me through a network o three other reservation brokers until I got to you guys. Every one said they could not cancel the reservation. Things come up and you just can't go. My company changed my travel plans and John was so rude. Sorry, nothing you can do. This is a big scam and a way to take consumers money. When do hotels not allow cancellations? I am calling the Attorney General of Utah (where you are located) and American Express to file a dispute. complaint

Somehow we were directed to Reservation Counter's 800 number when trying to make a reservation with Hampton Inn. We tried to cancel before I even hung up from making the initial reservation. I was misled and told I could cancel and then he rambled very quickly something about being non refundable so I said I don't want to make the reservation. Then he said oh well you can cancel by 6/24 not good I said, so he said 6/26 and I said no I want to cancel now. He said it was recorded--the time was at 8:37 pm mountain time 6/20. I will not be staying there and will not pay. They would not cancel the reservation that should have never been made. Very tricky and deceptive practice by their people. Why does Hampton Inn even use them? They are horrible to deal with! Very high-pressure sales people!

I booked my hotel room in March for May the 11th of 2019. I specifically asked for a room with a balcony. I stated that I would pay any price for it. The representative did not at any point in the conversation told me that they could not guarantee and meet my request. I arrived to the hotel and had not choice at that point to stay there as they had charged me for the reservation the day I call for it. It was too late to cancelled the reservation and find a new one.
I am a senior and not proficient with internet scam. I wonder how many others had the same problem. This is the reason I am making a point to file this complained and will make many others. I already contacted the BBB regarding this matter.
After I called and complained about it, they send me a refund for less than 10% of the total amount of the reservations. I did not cash it but have proof now that they know I was misrepresented. I will not accept less than my full reservation price. I think I need to send a message that is not ok to be dishonest to customers. Large corporations care only about money so I want to send them an efficient and clear message. Be honest to your customers!

Itinerary Number: [protected] Thought I was talking to the Actual Hotel. After Reservations was made and I arrived I found that the Hotel was fully booked. Reservation counter took my 13.99 for not booking me to a hotel that was acutely fully booked and refused to refund me. The options for New Reservations don't mention that this is not the actual hotel though all other options when you call back upset do have this information. I find it shady that they are less then upfront about their services and not actually being the hotel or having direct access to bookings

Client# [protected] - On 6/1/2019 instead of booking my hotel reservation online I called the 800# because I needed to speak with the hotel reservation agent to discuss specific needs for my stay. The agent "Kim" never identified herself as being affiliated with a 3rd party. We discussed my hotel rewards points, the shuttle service offered by the hotel etc. as if she was a representative of the hotel. When I received the confirmation email the price of the room was higher than it should have been for my member status, along with other problems I saw with the reservation. Concerned about why I wasn't getting rewards credit, I called the rewards program number at the hotel. They could not find the reservation# provided in the email and initially showed no reservation for me. That is when I realized that I was duped. When a company has to resort to deception to gain customers it says a lot about the company. I had to re-book my reservation with the real company at my rewards member price but now I am being charged twice. I DID NOT GIVE RESERVATION COUNTER AUTHORIZATION TO DECEIVE ME - PLEASE REFUND MY $520.36 IMMEDIATELY UPON REQUEST! THANK YOU!

This company is unbelievable and are a bunch of scam artists. I made a reservation for one of my employees. I thought I was booking directly with the Double Tree Carson CA when in fact it was this company called Reservation Counter.com. My employee might have to check out earlier than expected and they are flat out refusing to refund his unused days, I had no idea that they were going to charge his credit card the same day I booked and refuse to give a refund. Especially when we contacted them in the timeframe according to the Cancellation Policy. So do not ever use this company to book any thing. They are thieves and are good at it.

ON 3/4/19 we went on to Quality Inn website to book a hotel for the weekend for our son's football game. On 3/5/19 we were advised that the field changed and cancelled our reservation. Our reservations were for 3/8-3/9...We cancelled our hotel reservation at 12:49pm on 3/5...apparently we missed the 10AM deadline and after several calls with the rude agents over at reservationcounter.com we didn't know that I was not dealing with Quality Inn...this entire time I thought my reservation was with Quality Inn. When I called Quality Inn they kept telling me that we didn't have a reservation and that they were charging me and so on...meanwhile I was dealing with a 3rd party that must of pooped up when we made our original reservation. We 100% thought that we were dealing with Quality Inn. Once realized this scam and out $287.00 we called Quality Inn and told them of this issue with the website and they said they have no control over it and really didn't care. So this is a warning...this place reservation desk are rude worthless pieces of scums that will repeat themselves over and over about terms and conditions and will tell you that there are no managers and that there is nothing they can do. They will mislead you to think they are the hotels. SCAM BE AWARE. I am out $287 and NO HOTEL.

Thought I was booking through the hotel. Gave credit card info, card charged immediately which was ok, if I had not been charged again at the hotel when I checked out. Hotel price was significantly lower than what the reservation counter charged me. Called hotel and was refunded. Called reservation desk and was told sorry it was what it was. Thought they were supposed to save me money not cost me an extra $124.00 ++. What bull! Never again.

i booked two rooms in February for Sherton Bham convention center and when email arrived 19 minutes later it was for March 22, Call right then and asked to change date or refund they said 48 hours to determine. They emailed and said no refund would be given refused to let us hear voice recordings, but then we called Sheraton where reservation was and they told me Priceline booked and cancelled the rooms. So no refund no room.

ask when booking what company it is and do not book with these people,

Booked hotel online thinking I was booking directly with Homewood Suites in West Palm Beach. Reservation counter.com made the reservation incorrectly so I was charged at the hotel as well when I checked out on 1/31/19. And, Reservationcounter.com's charge for 2 nights was 30% higher than booking and paying directly with the hotel. I believe that ReservationCounter.com should refund for the difference to me.

I was scheduled to travel for militray duty to Milwaukee, WI. I am a Hilton Honors member and like to use Hilton hotels and googled them and got the number off of a Google search. I called the number and the person identified themselves as reservationcounter. I didnt hear the word independant because he was talking so fast and had such a thick accent that I missed the part that they are a third party booking company. I inquired to a government rate and they stated they have the lowest rate available (112.94) and it is below the government rate. The actual hotel rate I was charged was 89.25/night. When on official government travel and using the government travel card I expect the lowest rate to be honored. In addition, When I travel to Wisconsin I have a tax exempt certificate that I present to the hotel and they remove the taxes from my bill. Since I booked with a third party and credit card was actually charged ( I thought it was just a nominal charge to hold the room which is a standard practice of many hotel chains) I was told by the hotel staff the refund would come from reservationcounter. After not seeing the refund I inquired with reservationcounter.com. First call was to a call center in centeral america and I was told that no refunds will be given. I elevated to the corporate office in Utah and received an e-mail stating that no refund will be given. reservationcounter.com is refusing to refund me the difference in price and taxes for my stay. This refusal is in my opinion theft and since my stay was tax free it is fraudulant for reservationcounter to keep tax money that was is not due to them. The difference in price btween what they charged and what I stayed for is fraudulant in that they advertise on their website that "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." This company obviously do not have access to the best rates and when confronted with a lower rate, refuse to refund the difference.