Information and Alerts

Pattern of Complaints

BBB files indicate that this business has a pattern of complaints concerning consumer allegations that when reserving hotel rooms over the phone the agent incorrectly booked their stay at different hotels, even after giving specific hotel names and addresses. Consumers further allege that the business has falsely advertised hotel amenities that were not available upon arrival. These amenities include, but are not limited to guarantees of shuttle services, rollaway beds, couches, and type or size of rooms. Consumers have reported being unable to get their money refunded, and when refunds have been approved, they have been delayed upwards of 4-6 weeks. On August 8th, 2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints. The business has responded and stated that while their sales agents are trained to verify the location of the hotel with the consumer, they will be sending out a refresher to lessen the recurrence of this issue moving forward. The business also stated that the information about hotel amenities is provided directly by the hotel to the third party suppliers that Reservation Counter purchases their inventory from. When they receive updates regarding hotel information and amenities, their listings are updated within 24-48 hours. The business further stated that they do not store consumers credit card information. In order for a refund to be processed, it must be approved by the hotel and then the supplier. The supplier is then responsible for processing the refund back to the consumer, which may cause refund timelines to vary.