Reservation Counter

"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 consistent—help 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.

Didn't have an experience, someone else booked for me.