Complaint Review: reservationcounter.com

Reservationcounter.com and similar websites cleverly disguise themselves making you think they are the hotel website.  We picked a King Studio in a cottage at a property we know well but they switched it to a room with two double beds in a less desireable location. 

We could only see this after submitting payment which is non-refundable.  We immediately tried to call their Customer Circus [sic] but could not reach a live person.  We cancelled the reservation through their website and received a confirmation.  The Hotel Property said they should refund our money. 

Two weeks later, I spoke to a customer service rep at ReservationCounter.com who agreed to refund the price of the room but not the $12.99 reservation fee.  I felt they should refund all monies and contacted the credit card company to file a complaint.  They reversed the charges, but thereafter ReservationCounter filed a protest in which they failed to disclose the conversation with their customer service rep.  The credit card was again charged for the room.

Consumers should try to deal directly with the property - not third party booking websites who have no interest in treating you fairly.