Reservation CounterReviews 301

I am very disappointed with this hotel. Due to safety concerns for weather, I had to cancel my reservations the day of. The front desk and manager didn't care about safety, they just care about the bottom dollar. I have been a Hilton honors member for a long time, and they are the worst to work with. I highly advised not to use this hotel! I am even with the military, and you would think they would be willing to work with me, especially since this was a military conference I was attending.

Starting with check in it was a down hill experience. Dirty, no shower curtain, no toilet paper town holder, door was falling off the hinges. I wish i read the reviews before I made reservations.

Waiting on the line for a human being > 40 minutes to ensure a wheelchair accessible room. I will avoid any hotel that uses this service and cancel my reservation now.

DO NOT USE THIS WEBSITE TO MAKE A RESERVATION. There are no refunds once booked. You shouldn't have to read the fine print on such a critical point. They make it very clear in the email when you cancel but don't mention it when you are booking. Total SCAM!

Agent "Gary" would not stop talking long enough for me to ask questions. I had to ask him to actually stop talking more than once so I could ask him questions and had to ask him to repeat himself more than once because he was talking so fast, I didn't understand him. I don't know if he is on commission and was just trying to get me off the phone so he could get to the next guest reservation or not. This 10-minute conversation left me with a headache and on the verge of a panic attack. They say it is recorded, and I seriously hope someone listens to it. You will hear the frustration in my voice. I typically will only write a good review or none at all. I travel a lot for business and make a lot of reservations I have never experience this in my life I typically have very good experiences with Hilton reservations. Not this time

The hotel is decent enough, pretty clean for being older, but overall, not bad. The staff would be the issue, paid for my room in advance on Expedia. During check-in, was told my card would be needed for incidental only (room pre-paid). The hotel charged my card again and did not tell me. I found out by checking my bank statement. Lola told me it was a mistake on their end, however, no formal apology from management. It's a week later and I still don't have all my money back. This was handled in bad faith by the hotel. They said, because I put my card in for the incidental, that is legal rights for them to charge my card again even though I already paid on Expedia. Poor way of running a business.

I go online to book - see a great price that is cheaper than other hotels down the street. It is non refundable which I'm fine with, until after you hit submit and they've charged you an extra $100 in fees that have zero description. Called the only number I can find & of course it connects me with a 3rd party company who said she can't give me the description of the fees. So now I'm stuck paying an extra $100 that I was not planning to spend.

Called to try to buy gift cards. I have four women that would likely go together, but I can't pick the date for them. On the phone for over 20 minutes, listening to AUTOMATED messages. Tried different choices trying to contact a LIVE person. Ultimately, the Administrative Office selection worked. BUT she referred me back to their menu. Why exist?

I used to be a big fan of Holiday Inn Express hotels; as I was a traveling technician for many years and could always count on their hotels to provide a comfortable, neat, cozy decorated clean room at an affordable rate. But I recently in 12/2024 stayed in one that I had stayed in many times in Jackson, Michigan.
1.)First, you couldn't just call the hotel and make a reservation with THAT hotel specifically! There was no direct phone number; only to a third party reservation center! This 3rd party reservation center represented many hotel chains; not just Holiday Inn Express; so you could not get direct service from the ACTUAL HOTEL YOU WANTED TO STAY IN! NOW WE'RE PAYING NOT JUST FOR THE ROOM + TAX; BUT A FRICKIN' COMMISSION FEE for a third party to book the reservation! Not appreciated!
Now I'll talk about the complaints I had: 2.) Bathroom and some floor lamp lights use the wrong color temperature light bulbs; which are LED and blind your eyes at 5-6000 kelvin blue white light! Should be using 2500 to 3500 K colors. As an electrical engineer trained in EMF and lighting; this has proven to be harmful to the body in many ways; besides the shocking blinding white light that you don't want when you go into bathroom at night to take care of business! Very cold! NEXT: 3.) Bedding only offered a thick quilt in which you sweat to death; or a sheet in which you freeze! NO BLANKETS! 4.) Pillows all too soft; even the ones marked 'firm'. First mattress I went to be with was so soft if was hard to roll over into different positions without it grabbling your pajamas. After an hour of discomfort; I changed to the other mattress; which was firmer so finally fell asleep.
5.) No comfortable chairs to recline in; just a cheap accent chair with barely any padding and very narrow seat. I'm not fat either! The desk chair legs stuck out so much I would constantly catch my leg on it! 6.) This furniture quality was terrible; made in some third world country likely for small Asian people!
7.) Couldn't log into their Wifi after multiple efforts and calling the desk clerk for assistance! So my computer was useless. 8.) Tried to watch the TV; something I've been comfortably doing for 60+ years; and this piece of crap was so complicated it took my a half hour just to land on a TV guide and channel page! The channels were all abbreviated so you didn't know what the heck you were going to watch until you had actually selected it! I could not figure out how to watch the internet apps channels; so was stuck watching 20 commercials that lasted 15 minutes in between the actual program interruptions! No instructions on how to use the remote control.
9.) Went to wash myself with a bar of soap; as is usually complimentary in every hotel I've ever stayed in; and COULD FIND NONE! ONLY HAND SOAP! It was a winter day in December; and 10.) the lobby fireplace was not turned on either in the afternoon when I arrived; or on the morning I checked out! 11.) The room and building key would sometimes take 4 or 5 times to unlock the door; just another pain to add to experiences! 12.) The breakfast room was lit up so bright in the morning it was not a relaxing, warm environment. 13.) The coffee they brewed was 3 times stronger than the average person makes at home, and could choke a horse. Had to put 8-10 creamer packs and a dozen sugar packs into the cup just to make it tolerable! 14.) The room decor was a depressing blue and gray with white bedspreads and pillows; not the warm tone earth colors I had enjoyed in the years past when I traveled to Holiday Inns. 15.) The price of the rental had gone up 30% in the past 5 years; since my last stay.
So shame on the Holiday Inn Express and suites chain lowering their standards all in the name of profit; poor service; poor quality materials everywhere; and just a miserable experience. No more H. I. E. Stays; I'll go back to the Choice Hotels chains I used to go to,next time; to see how they perform. Oh but there was 1 good thing: the toilet flushed decently!

I tried to book a room using points (I have over a million) and this is the second time I've been told the hotel doesn't take points for the time I need. What's the use of having so many points? Rude people to talk to when I asked why I couldn't use them. This hotel was awful.

In October, I booked a room at the MGM Springfield through the Reservation Counter *******564 for the night of November 20th. I was charged for a room for the night of October 20th (which I did not need or use).

When I disputed the charge, I was not issued a refund because I did not provide confirmation of the trip at the conclusion of the call. When I asked why I didn't receive an email confirmation, I was told because my email address was spelt incorrectly.

Hard to confirm a reservation when the person taking your reservation can't spell. Sounds to me like a customer service issue...not a confirmation issue.

Please learn from me - DON'T USE THE RESERVATION COUNTER! Customer service agents book the wrong dates and can't spell your email address. You'll be charged a hefty price for that mistake!

Booked a room with Andrew. When he quoted the price I said no thanks it's to high and he said let me see if I can do better. He did, but he booked the wrong type of room and priced it at a non refundable rate without telling me. I learned this on receiving the email copy of reservation. Called back, different rep, would not correct room type. I called hotel direct. They confirmed that he listed the wrong room type. I booked directly with hotel and then fought to get my first reservation cancelled because he booked the wrong room. Finally got it cancelled after 4 days but was nailed $17.99 cancellation fee for their mistake. Won't ever use reservationcounter.com again! They are not up front in their business practices.

Overall a nice hotel with a good restaurant, good breakfast service, The staff is pretty inattentive. At least 4 different times I had staff bump into me or close a door on me because they had their face in their phone. No excuse me or apology offered.

Biggest problem is there are no safes in the rooms. I had a watch stolen from my room. I reported to the front desk twice with two different "supervisors" that assured me the manager would contact me. 4 days later still no contact from the manager. Stuff happens, I always judge the service of a hotel by how the staff handles situations. This staff failed miserably. I travel a lot averaging over 100 days in hotels every year. I typically only have one or two stays bad enough that I wouldn't return or give them a second chance. This hotel just earned that's dubious honor. Stealing and lying are not acceptable in my book.

I made a reservation 15 days in advance there was nothing that's says I have to put down a 200$ deposit she was rude... i have my husband 3 children and a 9 month we almost did not receive our room because she said for the future we would have to rent a second room to accommodate the other 2 I will never stay here again if I'm paying...

They charge your card immediately, and lied about the cancellation policy. When I tried to cancel for a CREDIT, not a refund due to two consecutive hurricanes hitting precisely where I was going, they read me their cancellation policy over the phone (basically provides for cancellation within 24 hours only) and then blamed it on the hotel's cancellation policy. The hotel did not receive a penny for my reservation. This is a fraudulent scam!

I recently completed a 10 day stay at the Marriott grand vacation club in Lake Tahoe while I was there I generally liked the hotel. It seemed to be a very good place with excellent furnishings and good architecture. However, the staff was horrible. I had several packages to be delivered, I received one the other two were sent back by the staff. I asked the staff if they were willing to accept the packages and they said no they had to send them back. I would recommend no one stay at the Marriott grand vacation club in Lake Tahoe, California.

Do not use this third party. They set up google ads to look like you are booking directly with the hotel and when I was trying to check the prices in confirmed my booking and they are all non-refundable no mater how far out your trip is. Customer service was awful. I called and explained and the representative said that I was lying and should have known the booking confirmed and that they do not refund under any circumstances. I have booked at the hotel multiple times and I am a hilton honors member. Their prices are marked up higher than booking on the hotel website. Customer service was extremely rude and talked over me the entire time. I would not recommend this at all.

Traveling from CA to MN. Made reservation in advance and had to cancel. Things happen when you travel. Tried to cancel. Cancellation was refused. Ended having to pay for a reservation that I did not use. I tried talking to a hotel employee about it and asked for a refund. Basically I was told, "Too bad, That is our policy. I was treated very rudely. This is the second time I have had this issue with a hotel covered under the "Choice Hotels" umbrella during this trip. Definitely will not be using this chain in the near future.

A star rating system to too good for this place.
My wife, who knows nothing about Salisbury booked this place by accident. I, who grew up in Salisbury, gave a hard, "NO". Being the understanding husband and short on time, I decided to check it out anyway.
The first thing we'd noticed, even before checking in was four questionable looking characters hanging out behind the office building, which was separated from the rooms.
My wife went to check in, so we could get the key to examine the room. She stayed in the car while I went inside to give it a onceover. Just walking into the room, I got a smell of cleaning chemicals to the point of almost being too strong, more than the amount for cleaning the space, indicating the attempt to hide something, like the fresh smell of cigarette smoke. It was obvious that very little care is taken to prepare the rooms between guest. That was followed by a general feeling of "ick". This was just upon entering the room.
Next, I journeyed towards the bathroom. Before even entering, I could see the brown stains of cigarettes having been rested on the tub. That wasn't necessarily the fault of the motel, however entering that room, I seemed to be interrupting the bath/ shower of at least one roach.
As I turned to leave, I noticed one of the four people now passing by the door, then back, looking into the room through the open door, as if assessing our level of vigilance. I stopped, stared and smuggly smiled hoping he'd enter for "concealed" reasons.
By the time I'd gotten back into the car and headed back to the office, the "scout" had already returned to his crew with his report while they watched the movements of our car.
Obviously, we got a refund.
Btw... The smell of smoke in the non-smoking room was from the dude "cleaning" the rooms.

Registration attendant was nasty, rude, unkind and horrible at check in, refused to accept my US passport as valid identification and implied it is not a valid form of identification, and I could not validate who I am with the US passport. New Mexico is a US State. She berated me for over 30 minutes for only having a secondary ID on me at check in. A US passport is a primary form of identification, and it is valid, not expired. I had misplaced my driver's license and had only realized it at check in when she requested in place of my US Passport. I later found my DL that evening. She was making it difficult for me to check in and had great pleasure smirking at me because I was at her mercy. She would not allow me to use my honors account to check in. I was traveling across country and still had several more hours on the road and now potentially had nowhere to sleep. She was unhelpful and just a horrible nasty person who decided to make my situation worse. This was a personal trip, and I stay at Hilton properties frequently for business travel and have never been treated this poorly and have only received positive experience. I am submitting this review because after speaking with the manager, leaving a message for corporate, I have had no resolutions or apologies from this location. I am calling corporate again.
Treat people with kindness and respect.