Frequently Asked Questions

The health and safety of our customers is of paramount importance to us. During the COVID-19 pandemic, some hotels have closed their doors for a time, others have remained open only for essential workers, and many others have remained open to guests but with changes to amenities and procedures. As the nation opens back up and begins to travel more, hotels are paying special attention to following local and national guidelines on safety and cleanliness. Here are some resources detailing how the hotel industry has responded to the Coronavirus threat, including the latest improvements being made to hotels' cleaning, disinfecting, check in & check out procedures.
•  US Travel Association Industry Guidance for Promoting the Health and Safety of All Travelers
•  Marriott Travel Information: COVID-19 Update
•  Hilton Coronavirus Update
•  Hyatt COVID-19 Travel Update
•  IHG Travel Advisory: COVID-19
•  Choice Hotels Updated Travel Information
•  Best Western Important Update for Guests
•  Statement from Wyndham Hotels & Resorts: COVID-19

You chose a policy when you made a booking on our platform. If that policy allows a change of dates or a free cancellation, you are entitled to that.
For bookings made before 6 April 2020: You may be able to change or cancel your (nonrefundable) booking for free if you cannot travel to or stay at the property as a result of implications of the Coronavirus (COVID-19) outbreak, such as government travel restrictions (e.g., closed borders). This depends on several factors, including your country of origin, your destination, the date on which you made your booking, your departure date, your arrival date, and your reason for travelling. If your booking falls within the above category, the property should allow your date change request or cancellation. If you wish to cancel your booking and have already made a prepayment, the property should offer you credit or a voucher for a future stay. If you prefer to receive a refund, you may be entitled to that.
For bookings made on or after 6 April 2020: All reservation cancellation policies inform the consumer to make sure this cancellation policy works for you. COVID-19 will not qualify as an extenuating circumstance. We are contractually bound to the terms and conditions on your reservation. The policy you chose and your mandatory consumer law, where applicable, is relevant.

Your confirmation email and receipt were sent to the email address provided upon booking your reservation. You may also visit the "Manage Your Reservation" link to view your reservation details and re-send confirmation email/receipt.

If your reservation was paid in advance and the cancellation policy shows that your reservation is fully refundable, you can do so in our Manage My Reservation Portal.
If the cancellation policy for your reservation shows that your reservation is non-refundable or you will incur a penalty by cancelling at this time, you will not receive a refund if you cancel your reservation. Please review your confirmation email and your cancellation policy before proceeding to cancel. If you feel your case deserves an exception, you will need to call customer support at 844-203-1276, and one of our representatives will do their very best to see if an exception can be made. Please keep in mind that once a reservation is cancelled it cannot be reinstated.

If your reservation was paid in advance and the cancellation policy shows that your reservation is fully refundable, you may be able to cancel your existing reservation and book a new one with the changes you would like to make.
Please keep in mind that rates and availability change frequently, and you may not be able to get the same rates for your new reservation. Please check your cancellation policy located on the bottom of your confirmation email before contacting a representative at 844-203-1276. If your reservation is still refundable, we would have to cancel your current reservation and rebook you for the dates/location that you would like to modify. We may be able to help you find alternative room types, dates, or hotels to ensure your stay will match your updated needs.

If you did not receive a cancellation email confirming your reservation is cancelled, please return to the Customer Support portal and select "Cancel my reservation" and enter your information to look up your reservation.
Make sure you review the cancellation policy on your reservation to ensure that you will receive a refund if your reservation is cancelled. Once a reservation is cancelled it cannot be reinstated.

Hotel rates fluctuate frequently as they are subject to the hotel’s availability. As a result, we cannot guarantee the same nightly rate quoted at the original time of booking.

Possibly. You may be charged a penalty fee by the hotel, depending on the hotel cancellation policy for the rate you have booked. We recommend that you check your cancellation policy. Also, we are here to help you through the process, so feel free to give us a call anytime at 844-203-1276 and we would be happy to help answer or clarify any additional questions you may have.

Once you have completed your booking an email confirmation will be sent to you with more information regarding your reservation. You should receive the confirmation email generally within 15 minutes, although in some cases it may take up to several hours for you to receive your email. Please check your junk inbox due to email security settings. If you have not received your confirmation email you may resend one in our Manage Your Reservation portal.

You should have received a confirmation email confirming your reservation along with all details about your room and the hotel. If you did not receive this email, please return to the Customer Support Portal and select "Resend Confirmation Email" and enter your information to look up your reservation.

Your confirmation email includes the total cost of your reservation with a breakdown of your room subtotal, the taxes and fees incurred, and our hotel booking service fee.

The bottom of your confirmation email also includes your reservations cancellation policy. Please reference your policy before attempting to make any modifications to your booking.

All hotels have their own cancellation policy which we cannot change. When you book a refundable reservation, there is a window before check-in within you can cancel with no penalty. if you believe there was an error in the communication of this cancellation policy, please call our support team at 844-203-1276 to get your situation resolved.

Yes, You can contact our one of our experienced Reservationcounter.com agents who will assist you with getting a name added to a reservation. Our phone number is 844-203-1276 for further assistance.

Once the reservation is confirmed, we provide an itinerary number for your reference. With the itinerary number you will are able to locate your booking for receipts, information or any modifications or cancellations requests.
If you are unable to locate your itinerary number at this time, we do advise reaching out to [email protected] so that a customer support representative may further assist you with your information.

You chose a policy when you made a booking on our platform. If that policy allows a change of dates or a free cancellation, you are entitled to that. We are contractually bound to the terms and conditions on your reservation. If you have received approval from the property, we will need an email from the hotel stating the refund approval with the employee’s name and position sent to our customer support team at [email protected] This information must be verified before we can confirm any refund approval in these cases. The policy you chose and your mandatory consumer law, where applicable, is relevant.

Yes, guests can be added to the reservation up to the maximum occupancy which is typically 2 guests or 4 guests depending on the room type. A fee for each additional guest may apply. The amount will likely be in the "Know Before You Go" section in the email confirmation that was sent to you. If you didn't receive this email, we recommend you check your junk mail or go here to look up your reservation details. If there are no details, there we recommend that you contact the front desk directly.

Reservation Counter is an independent travel agency and leading provider of hotel accommodations partnering with more than 600,000 hotels and the largest travel agencies and wholesalers worldwide.
We are not directly affiliated with the hotels we make reservations for, or their management and cannot make decisions regarding their property.
We specialize in providing travelers access to rooms during sold-out periods. Whether looking for last-minute options or special occasions, Reservation Counter can help. Part of the TravelPASS Group, Reservation Counter uses a proprietary technology to deliver the most comprehensive search strategies to help consumers find and save on the best travel destinations and deals.

If you are not able to find what you are looking for online, our booking specialists can have access to additional rates and availability.

You will need a driver's license or government-issued ID card and a credit or debit card for any incidental expenses. Any Incidental expenses incurred will be charged at time of check-out. Your reservation itinerary is not required at the time of check-in, however, we recommended that you print a copy for your records.
The bottom section of your confirmation email contains information provided by your hotel with specific information about check-in. In this section you may find certain fees charged by the hotel such as parking fees, and pet fees. Please review the section before arrival at your hotel. For specific check- in questions and request please contact your hotel directly.
If you have any concerns while checking in to your hotel, we are here to help you through the process, please feel free to give us a call anytime at 844-203-1276.

We send a confirmation email to the email address provided when you booked your reservation. Our Manage Reservation page also allows you to view your reservation details and re-send confirmation email.
If you have any questions regarding the minimum age requirement for a specific hotel you can check with the property directly or feel free to give us a call anytime at 844-203-1276 and we would happy to help answer or clarify any additional questions you may have.

If you are looking to reserve a new block of nine or more rooms, you will need to speak with a specialist that can negotiate the best rate on your behalf by calling 844-203-1276. If you would like to book a room in an existing block, you can call 844-203-1276 to see if you can get a rate that is as good or lower. You can also call the hotel to see if they still have availability.

If you are looking to reserve a new block of nine or more rooms, you will need to speak with a specialist who can negotiate the best rate on your behalf by calling 844-203-1276.

Hotels require the primary guest checking in to be 18 years of age or older, however, some hotels require a minimum age of 21 years of age or older.

We love pets, but sometimes the properties we work with don't. Pet policies vary by hotel, so it would be best to contact the property directly to see if they are pet friendly.

We would love to assist you. Please contact us anytime at 844-203-1276 to speak with one of our representatives.

We would love to pass along your request to the property but cannot guarantee they can be accommodated. Some requests are subject to availability at check-in and may incur additional charges. Because each property varies, it may be best to contact them directly as well.

All your travel needs are at "the click of a button" on Reservationcounter.com. If you already know your hotel, enter it directly into the search engine along with your dates. Or you can search for your desired area and Reservationcounter.com will provide you with the hotel availability in the area of your choice.

Booking with Reservationcounter.com’s customer service agents, is as easy as dialing a phone number. Contact 844-203-1276 to speak directly with a Reservationcounter.com agent who will make your booking experience quick and easy.

We are a fast-growing international company that will be continually adding toll-free numbers for new countries. By visiting our website, you will see the current phone number that we offer for support. If it isn't toll free, you can always contact us via email.

If you haven't made a reservation yet, the best number to call is 844-203-1276.

During your online booking process, the cancellation policy associated with the room, rate and hotel selected can be found in three separate locations before confirming your reservation.
After selecting your travel dates and hotel of your choice you will see different room types accompanied by the rate associated with that room. It is here you will be able to first view the specific cancellation policy associated with the room rate selected, hover or click on hyperlink to view the cancellation policy associated with the room and rate selected.
Once you have made your selection, you will find yourself on the checkout page. On the right-hand side of the screen will be the details of the hotel you have selected, dates of stay, room, taxes, and associated fees. Above the details of your booking cost, you have a link to view the cancellation policy. Clicking on this link will display the cancellation policy for your review before completing your reservation.
Towards the bottom of the checkout page, you will see additional messaging with two check boxes which must be reviewed to complete your booking. You will be required to check the box stating that you agree to the Terms and Conditions, Hotel Policies, and Cancellation Policy. There are additional hyperlinks to help you review the details associated with your reservation. If you check this box, you are agreeing to all the terms, conditions, and policies on your reservation. If you do not check this box, your reservation cannot be completed.

In some cases, your name will not appear at the hotel until 72 hours prior to your arrival date. Rest assured, Reservationcounter.com guarantees your room is booked from a pre-negotiated block of inventory. If for some reason, the hotel in unable to locate your reservation at the time of check in, please call a customer service representative at 844-203-1276 and we will take care of this for you.

Although this varies by property, typically children under 12 years of age stay for free in their parent's room using the existing bedding. Note: it is important to disclose all the occupants in your party to adhere to room maximum capacity rules set by the hotel.

For groups that require more than 9 rooms you may visit us at our Group Reservations for further assistance.

No. The email confirmation you receive from Reservationcounter.com is all you will need. It displays your Reservationcounter.com itinerary number, the hotel information, the rate, confirmation number, and the hotel's cancellation policy.

Our Sales agents are available 24 hours a day/ 7 days a week. Please call 844-203-1276.

Rates can vary by the day of the week due to supply and demand and other variables. For example, rates are typically higher on weekends and holidays as they are in higher demand.

Your confirmation email and receipt were sent to the email address provided upon booking your reservation. Your reservation confirmation and itinerary is your receipt of payment. You may also visit our "Manage Your Reservation" link to view your reservation details, re-send the confirmation email or receipt.

We understand that sometimes your travel plans change. We do not charge a change or cancel fee. However, some properties impose penalties to its customers that we are required to pass on. Please check the cancellation policy on your reservation prior to reaching out about your refund. Our hotel booking service fee included in the total is non-refundable. We do not charge any additional change or cancellation fees.

Refunds are released within 24 business hours after a refund is approved, or a refundable reservation is cancelled. Then depending on the card company or financial institution it will typically take 3-10 business days to post to your credit card account. If it has been longer than 10 business days, please contact your card carrier for assistance.
If you cancelled a non-refundable reservation, unfortunately no refund will be granted.

We charge the entire amount at the time of booking. Because rates fluctuate, we want to ensure the lowest rate possible for you. Our agreement with certain hotels requires us to charge the entire amount at the time of making the reservation. The total includes the full amount with the exception of certain fees and charges you may incur from the hotel directly.
Please see our FAQ about additional charges for more information.

If your reservation was paid in advance and the cancellation policy shows that your reservation is fully refundable, we recommend that you first book a new reservation with the different credit card in order to ensure you still have a reservation, then you can cancel your existing reservation by visiting Cancel my reservation.
We are not the merchant of record for your reservation and do not save any of your credit card information, therefore we cannot change the payment method.

By paying at the time of booking you lock in the rate you will pay, and the hotel guarantees the availability of your room. Rates fluctuate frequently we want to ensure the lowest rate possible for you. Our agreement with certain hotels requires us to charge the entire amount at the time of making the reservation. The total includes the full amount with the exception of certain fees and charges you may incur from the hotel directly.

Your room rate, including applicable taxes and fees, are prepaid in full. Depending on the property, you may incur other charges that we do not collect. Examples of fees not included in the prices are hotel resort fees, hotel energy surcharges, parking fees, pet fees, and incidental charges (such as room service, mini-bar, gratuities). These amounts will be collected from you directly by the hotel unless otherwise indicated at the time of booking.

Room rates with non-refundable cancellation policies are offered at such a low price, they are unable to be changed or modified. Unfortunately, refunds cannot be processed on non-refundable reservations. Please check your email confirmation before you cancel or change your reservation.

Located at the bottom of your confirmation email in the Check-In instructions section are details on some charges that may be incurred at the time of arrival. Please contact the hotel directly for the most accurate information on additional charges that may be collected directly by the hotel.

It depends on the hotel policy. Please contact our support team at 844-203-1276 for assistance.

Customers who wish to be charged in GBP, AUD, CAD or EUR may do so on the bottom of the hotel page, by clicking the currency drop down menu. We have provided a screen shot of where this is located.

Reservationcounter.com is a US based company and therefore charges in USD. Reservations are prepaid and agreed to at the time of booking. As a result, we are unable to adjust the currency after the reservation is complete.

Currency exchange rates fluctuate daily. The difference is likely a due to an exchange rate difference.

Reservationcounter.com is a US based company and therefore charges in USD. We strive to provide our customers with accurate information and locate that we charge in USD on the bottom of every page located on our website as well as directly below your total amount on the checkout page.

It is a standard booking fee that is applied on a per trip basis. The fee enables the technology we use to access hotel room availability and unmatched 24/7 support.

We charge a Service Fee to provide 24/7 support and live assistance with your booking before and during your travel. This fee was not in addition to your total amount but is itemized separately on your credit card billing statement to ensure you are aware as a customer.

When a customer proactively files a dispute or chargeback, this action supersedes all other attempts being made to assist the customer in the refund process. We can no longer work on their case. All refund decisions are made between the customer’s financial institution and the merchant of record once the dispute has been initiated. Once a decision has been made these decisions are final. For all updates regarding your dispute please contact your financial institution for further assistance.

Some banks post failed transactions and correct them later. This will be unique to a customer’s individual credit card. If the charges are all the same amount, in most cases these are authorizations and will be dropping off within 48 to 72 hours depending on your bank. Please contact your financial institution for more information.
If these charges do not fall off your account within the time frame provided, or you suspect something else is causing the additional charges, please submit a copy of your bank statement to [email protected] and a customer service specialist will investigate and respond promptly with a solution.

Some Banks will show all transaction attempts. A failed attempt may be identified as "preauthorization" or some other term, but there has been no charge.

Unfortunately, we are not able to provide this information. As an independent travel agency, we purchase our inventory from multiple hotel partners and suppliers. This inventory is purchased in bulk at a discounted rate, specifically for resale purposes. When this bulk purchase is made, the taxes and fees have already been added to the reservations by the hotel suppliers and are not itemized when we receive them. Your total price includes all the taxes and fees required to complete your reservation. Because we did not receive a breakdown of the taxes and fees for your reservation, we cannot pass that information on to you as the consumer.

Room rates fluctuate frequently, and the rate that you received was the best rate available at the time of booking.
Unfortunately, as the hotel may occasionally offer a lower nightly rate due to a promotional offering which they might have available. We apologize for any inconvenience. Please let us know if you have any further questions or concerns.

Unfortunately, refunds can only be applied to the account that was initially used. If you have canceled your credit card that was used and received a new number, then the refund will still be applied since it's the same account. Please contact your financial institution for further assistance.

We accept Visa, MasterCard, Discover and American Express.

Please check your confirmation email as it will specify whether payment will be required at checkout or if your reservation was already paid in full. If you paid in advance, your reservation is guaranteed, and it will not be necessary for you to pay cash. However, if you have a post-pay reservation, and would like to pay cash, we recommend you call the front desk of the hotel to make sure they will accept a cash payment or if they are required to charge the card on file.

We understand that you are looking for a tax exemption form, however we do not have the ability to offer an exemption due to already offering low rates and discounted rooms. We apologize for the inconveniences this may cause you but if there is anything else, we may assist you with please let us know.
According to the U.S. Department of State: "The nature of prepaid, online booking does not allow for the presentation of a tax exemption card; therefore, tax relief cannot be guaranteed in such situations."

Taxes and fees are dictated by the hotel suppliers and are not itemized when we receive them. Included in the taxes and fees, is a booking convenience fee passed on to us and all applicable local, state and Hotel-occupancy taxes. We receive all these as one amount from our hotel suppliers and are not able to break it down into its individual components. Your total price includes taxes and fees required to complete your reservation.

Unfortunately, we are not able to provide this information. As an independent travel agency, we purchase our inventory from multiple hotel partners and suppliers. This inventory is purchased in bulk at a discounted rate, specifically for resale purposes. When this bulk purchase is made, the taxes and fees have already been added to the reservations by the hotel suppliers and are not itemized when we receive them. Your total price includes all the taxes and fees required to complete your reservation. Because we did not receive a breakdown of the taxes and fees for your reservation, we cannot pass that information on to you as the consumer.

Please contact the front desk of the hotel to obtain a Credit Card Authorization form.

You may want to speak with the hotel staff about hotel points when you check in. Although Reservation Counter focuses on finding the best rates on more than 1 million hotels and accommodations, we are not involved in individual hotel reward programs.

You may want to speak with the hotel staff about hotel points when you check in. Although Reservation Counter focuses on finding the best rates on more than 1 million hotels and accommodations, we are not involved in individual hotel reward programs.

Rooms are assigned on the day of arrival. We would be happy to put in a special request with your reservation, but there is no guarantee.

Many of our hotels offer onsite parking. You can locate each hotel's parking availability, costs, and specifics on the hotel details page under "Amenities". Parking availability and costs vary by hotel. For the most up to date information please contact the hotel directly.

Hotel transportation varies by hotel. Many of our properties offer shuttle service. To find out if your hotel offers this service, please check the hotel details page under "Amenities". You may also contact the hotel directly for the most up to date information.

Please contact the front desk to obtain shuttle schedules.

For an early check-in or late check-out, you would need to contact the front desk directly for approval. Should you need to check-in late, your reservation is guaranteed for late check in up until midnight.

We recommend confirming any early or late check-ins with the hotel. It's important to remember that the property cannot always accommodate these requests. We've found that the properties we work with are happy to accommodate guest requests when possible.

Oh no! We would love to help you locate your item, but we suggest that you contact the hotel you stayed at directly for the best chance at locating. Most properties have a great process for placing items in lost and found.

Please contact your hotel for the most accurate information on specific costs associated with the property.

Amenities offered by the hotel are subject to availability and may be seasonal. Please contact the hotel directly for the most accurate information on your hotel’s amenity availability.

Hotel amenities are listed on the hotel page of our website, however sometimes hotels change their amenities depending on the time of year or maintenance requirements. For the most accurate information on your hotels amenities and offerings please contact the hotel directly.

This depends on the hotel. If your reservation was paid in advance, a credit card may still be required for a requisite deposit, resort fee or anticipated incidentals. These requirements can be found on your confirmation email, or by calling the hotel directly.

No, as long as you have a valid credit card to present upon request and, depending on the hotel, provide an ID with a name that matches the name on the reservation, then you should be good to go.

Any Incidental expenses incurred will be charged at time of check-out and are paid directly to the hotel.

We are happy to note all feedback regarding the hotel, however we do advise contacting the hotel directly with any information of hotel conditions, staff, maintenance matters and cleanliness. Reservationcounter.com, although a hotel partner, is not responsible for these property specific items. Providing your feedback to the hotel will ensure your concern is directed to the right person on property and addressed in a timely manner.

Any activities, food and beverage items, or additions selected at the hotel property, will be charged by the hotel property. Reservationcounter.com does not collect these charges from the hotel. All receipts for your amenities can be obtained directly from the hotel itself.

This varies by hotel and while many hotels offer free breakfast, we encourage you to review the descriptions or contact one of our Customer Service agents. Breakfast options typically range from continental to buffet or full service and in some instances are subject to a charge.

Most hotels offer roll-away beds and cribs. Some may have restrictions on what room types will allow roll-away beds. To increase the likelihood of a hotel being able to meet your special request we recommend contacting the front desk to make the request one to two days before check-in.

Some accessibility features can be reserved and some not as they are either property-level features (such as path of travel) or they are property-stocked items such as equipment for the hearing impaired.
▪ Accessibility equipment for the deaf. This includes TTY for phone, visual or flashing fire alarm, and vibrating alarm clock. Request these directly from the property.
▪ Accessible path of travel. This means that the property has a path that is either flat or ramped, at least 36 inches wide, between the parking lot (if any) and the front desk and between the front desk and some or all of the guest accommodations. This feature cannot be reserved.
▪ Braille and raised signage. This means that the property has Braille or raised signage and vibrating alarm clocks available upon special request. Braille itself cannot be reserved as it is a property-wide feature when provided by the property.
▪ Handicap parking spaces. This means that parking spaces are set aside for accessible guests. These are available on a first come, first-serve basis and cannot be reserved.
▪ In-room accessibility. This means that the property has an accessible path from the room entrance to the window, an accessible path from the room entrance to at least one side of the bed, an accessible path from the room entrance to the toilet, as well as accessible hardware and minimal resistance to open the door, accessible temperature controls, and accessible window coverings. This feature can be requested.
▪ Roll-in shower: This includes hand-held shower, grab bars, and a sitting area. The shower space is large enough for wheelchairs to roll in. Roll-in showers are not the same as accessible bathrooms. This feature is available on request.
▪ Accessible bathroom. This includes hand-held shower, grab bars at the tub, grab bars at the toilet, and raised toilet. This feature is available on request.

For most hotels check in time is between 3 – 4 pm and check out time is between 11am – 12pm. Should you need to check-in late, your reservation is guaranteed for late check in up until midnight. For an early check-in or late check-out, you would need to contact the front desk directly for approval.

Please contact the front desk of the hotel to arrange for parcel deliveries.

Please contact the front desk of the hotel to get the best information about local transportation options.

1 star - No frills comfort and hospitality, 2 stars - Facilities, décor, amenities modestly enhanced, 3 stars - Distinguished. Marked upgrades in amenities, comforts, 4 stars - Refined, stylish. Extensive amenities; lots of hospitality, service, attention to detail, 5 stars - Ultimate in luxury, sophistication. Extraordinary setting, meticulous service, first-class comfort.

We look forward to hearing from you! If you'd like to view your reservation or receive a copy of your reservation you may visit the manage reservation section of our website for self-service.
If you are would like to speak to one of our Reservation Specialists, please call us anytime at 844-203-1276 and we would happy to help.