Getaroom
reviews and complaints

I booked a room Thursday, August 3. Wanted a 2 bedroom, 2 bathroom suite with Residence inn in the Edina/Bloomington area. Was told there was nothing available with Residence Inn. Was told that Holiday Inn Express and Suites had a 2 bedroom, 2 bathroom suite. Booked it with a no cancellation so it would be cheaper. What a mistake! What my reservation ended up being was a 2 bed suite. I mentioned several times I wanted 2 bedrooms, 2 bathrooms. When I got to the hotel...sure enough it was a 2 bedroom suite. Not the quality of Residence Inn either. I feel I was taken advantage of and this was a very dishonest booking. This whole booking put a damper on our family vacation! The reservation number was r [protected]

I cannot begin to express my dissatisfaction associated with Getaroom. The customer service provided was one of the worst I have ever had to deal with.

I booked my room through Getaroom on TripAdvisor. I specifically chose a two queen bed suite. Upon reservation confirmation, I called the hotel to verify details and to make sure the correct reservation was made...and boy was I glad I did! The hotel had us booked in a hotel room with one queen bed and two kids size bunk beds...a far cry from a suite. I immediately looked at my email to get a customer service number to call. The first person I spoke with put me on hold for15 min upon which I got disconnected. The second person I spoke with told me that rooms are filled on a first come basis and they didn't have a suite left. I asked to speak with a manager. She claimed her manager was on the phone, I said that's fine I can hold. After holding for 45 minutes! She came back on the line and told me she was able to contact the hotel and assured me that everything was fixed. I hung up with her and called the hotel to verify...again they confirmed I was all booked for a two queen sweet in a standard room. Again, not the two queen suite. I called back, this time I got a gentleman who assured me he would do whatever it took to help me. After being put on hold again he claimed they could not reach the hotel, a crock of crap because it's a slower hotel with great customer service. Again I asked to speak to a manager. Guess what, the manager was on the phone again. After insisting on speaking with a manager and not giving up, I was placed on hold for 20 minutes. A manager finally came in the phone. This manager would not let me get a world in edge wise, continued to talk over me, and then said "so what is it that you want, " appealing. When I called him out on his tone and down right disrespectfulness to me he began to be a little nicer. I would love to share my story in more detail with any type of management. I'm under the impression that this company pulls this crap and makes it so difficult that most customers give up. I was not willing to give up. I'm suppose to be receiving a call back from them tomorrow.

Incidents occurred Aug 3 & 4, 2017. The night before my trip, I called the Holiday Inn in Torrance to confirm my reservation and to confirm whet they had received payment in full from GetARoom for my two-night stay. Although they confirmed my reservation, they had not received payment, even though the money had been previously deducted from my account several days prior. With this information, I called GetA Room Customer Service to inquire why the hotel had not received payment for my visit the night before my arrival, particularly since I was required to prepay my visit at the time of booking several days prior. I was transferred, disconnected, kept on hold for more than 15 minutes at a time, and hung up on. In the process, I spoke to at least five different people (La Shonda, Debra, Kenisha, Caroline, Michael, and Diego) over a three-four hour period before getting my issue finally resolved. Caroline is identified as the supervisor who hung up on me--extremely rude. Upon arrival at the hotel, I was informed of unanticipated expenses that were not mentioned at the time of booking by GetARoom: 1) A $50 deposit was required, even after receipt of payment confirmation from GetARoom; It was refunded at the time of checkout. 2) A Daily Parking Fee was charged by the Hotel. On the hotel confirmation I received from GetARoom, none of these charges were mentioned anywhere. GetARoom's website was misleading, had to search and search for a legitimate telephone number to contact Customer Service, the website did not answer all of my questions, and had the Holiday Inn's photos all over the website. I thought I was dealing directly with the hotel's official website, not a third party booking agent. None of the issues I have identified at this writing were covered on the GetARoom website. The only positive thing I can say about my experience using GetARoom is that the accommodations at the hotel were wonderful. I have stayed there many times before this trip. Of all the representatives I spoke to trying to resolve my issue, Diego was the one who really hung in there with me, confirmed that the hotel had actually received payment for my reservation, and assured me that I would not be charged by the hotel for my accommodations. My greatest fear was that after having prepaid the cost of my hotel to GetARoom, I would have to pay the Holiday Inn as well, since they had no record of payment confirmation from GetA Room Diego was able to transfer me to the hotel so that I could personally speak with Anna at the front desk to reconfirm the payment from GetARoom.

I thought I was booking a room through the hotel's direct website. The page on my browser appeared to be the hotel's page. I booked a room for four nights in Asheville, NC and when I checked out I had $710 in taxes and "fees." I had already booked a room for this trip the day before on booking.com, but realized we needed a second room. I only had $200 in taxes on booking.com ( and the same room rate). When I called getaroom's customer service, they could care less that these fees were exorbitant. When I asked about cancelling my reservation that I had made minutes prior, they said that I would be charged $666 in cancellation fees. I will never use getaroom to book anything again. It is misleading and has hidden fees. Unless getaroom is willing to refund the "fees" added to my room, I will submit reviews on yelp, trip advisor and other sites.

I arrived at the hotel after a four hour flight. The hotel could not locate my reservation that was booked through this company. I stood at the counter over 30 minutes while they tried to research this reservation. When I checked out, the hotel had charged me because they couldn't find the reservation. I called customer service and they gave a hard time about resolving the problem. All I needed them to do was contact the hotel to verify I had already paid. It was their fault that the hotel didn't have the information. He just kept telling me that I should have called the first night. NEVER will I use this company again!

upon booking they told me the rate included complimentary breakfast..
now they say
opps we are sorry..but due to 'human error' we can not give you the complimentary breakfast..I have spent way too much time trying to receive help in resolving this issue but nothing..
also the taxes and fees bumped the rate up 70.00$ a night EXTRA.. I called and complained about the additional charge of $70.00 'extra' and they said they would send a 10% discount AFTER my stay..what is that about!
...but they still have not included the complimentary breakfast in my reservation. It's too late to cancel now..but I will never use them again..if they record our conversations like they say they do for 'quality assurance'. All they have to do is listen to my conversation when I booked and they will hear the man tell me a complimentary breakfast is included in the rate...this is not good ..they need to make it right!

I reserved a room at getaroom for a room in Miami Florida for the sixth and the seventh of June I was charged a sum of money for the two days but upon checking in I was charged for another day at the days inn of Miami asum of sixty dollars I never did get a receipt from getaroom nor the hotel upon my departure can't get money back because of no reciets my bank wouldn, t help me because of this oversight or lack of communication from either party James W Hill

Tickets 1312905 and 1312908 conf r824815312 and r824815312. Each room charge $78.16. Each room taxes and fees (non-existent) $44.77. Taxes on each room were 15% of room charge or equal to $ll.72. Fees were non-existent hence, we were cheated in amount of $44.77 minus $11.72 to scam of $33.05 times two for total scam of $66.10 you will note that taxes and non-existent fees charged were more than half of the room charge. I am an old man with chronic illness on fixed income who chose the holiday inn dallas market because of location to southwestern medical complex. I made the reservation expecting to be treated honestly and fairly. You don't do business with business, but with people who expect to be treated honesty and fairly, if you are smart. If you cheat as i was cheated on 100 reservations, you will scam $3305 dollars on unsuspecting trusting clients. My small old voice may be cast aside by your cheating schemes, but your treatment of old people screams with lack of integrity and clearly with infidelity to those who trusted you. If you were to establish trust and real integrity with me, you would refund $66.10 and abolish the scam. You have copy of the reservations with specifics as noted in this complaint. Thank you, and my best wishes for you to promptly restore, worthy, honest treatment to your clients, who are real people who now find it difficult to respect and trust you. James baker, 4609 94th, lubbock, tx, 79424 and tele [protected]

I tried to cancel our Reservations made under R814509747 today (7-11-17) and it was denied. We were planning a trip to Cooperstown NY and stopping en route at the Court Yard by Marriott on 7-13-17. Reason for our cancellation: Our 12 year-old Grandson was taken in for emergency Appendix surgery this afternoon.
The only reason GetaRoom gave me was that "Higher Management was sticking to the Policy of no Refunds".
Previous to that response I had made another call to GetaRoom and they said that the Courtyard Hotel Manager denied the refund - when I called the Hotel the Hotel manager said that nobody had even called him and requested a refund for us.
Unbelievable that a refund request for such a reason is being denied. Totally disgusted with GetaRoom.com

Toxic Nightmare

We have travelled extensively over 40 years and never had worse experience than the one we Just had with getaroom
If I could rate this company with less than 1 star, I would
We booked a room at the Sofitel in Porticcio, Corsica but clicked accidentally on July 1 instead of July 4. As soon as the confirmation came through, within less than 1 minute, we called the company to change the date of the booking
They said they could not help us and did not try to accommodate us and said we would forfeit $428 for our mistake.
We immediately called MasterCard and put a conference call to getaroom . They first shuffled us through and kept us on hold for 1 hour .
The representative from master card stayed on the line and could not believe what was going on
We were disconnected after 1 hour and master card called them again, getting another representative who spoke for 45 min and got us nowhere
The master card agent suggested we call the hotel directly to cancel July 1 and rescheduling for July 4
The charge was cancelled by the hotel ( we have proof of it ) and they were shocked of the getaroom attitude and handling
The agent from getaroom said we will be contacted the next day and we never heard from them
The charge from geta room is still pending with MasterCard even though the hotel cancelled the reservation and the charge
We did stay at the Sofitel on July 4, as originally intended and paid the hotel directly
BEWARE OF THIS COMPANY. They are professional spin doctors and do not communicate clearly or honestly
I hope my review will be published otherwise we ll get the word out through another media source .

On May 5, 2017, I booked an all-inclusive room at the Grand Princess Riviera in Playa Del Carmen for June 3 to June 10 week through getaroom.com. On The date of our trip, American Airlines cancelled our flight due to mechanical reasons so we contacted getaroom.com and told them so that they can contact the hotel directly to hold our reservations until the next day-we were told by getaroom.com that everything was ok (they had spoken directly with the hotel). When we finally arrived in Playa at 11pm the next day, we were told by hotel personnel that there were no rooms available and that they had advised our travel agency (getaroom.com) as such. So here we are in Mexico with an 80 year old, an 8 year old and myself and my wife with nowhere to stay and everyone unwilling to help us. We call getaroom.com on our cellphones (because the 3rd world hotel doesn't do outbound 800 calls) spend 2 hours on the phone and resolve absolutely nothing! The supervisor of the Grand Princess comes out and tell us flat out that he informed getaroom.com (when they made the initial reservations in May) that they were booked. Regardless, getaroom.com charged our credit card, Rio ed our vacation, because we ended up staying at another resort in Cozumel (paid again) and it's still one month later and getaroom.com is dicking us around by not giving us our refund. This is my first written accord of these events but certainly not my last. I will be contacting the BBB, tripadvisor and any and all media outlets to inform them of how getaroom.com operates. Also, the add insult to injury, the other party that travelled with us received a full refund from Amoma.com the following day because they had to cancel their deal due to getaroom.com's thievery. NEVER AGAIN, but this is just the beginning! We will expose this company for the pos that it is!

June 19, 2017 i made a reservation through Kayak for a Super 8 room in Ashland WI for a date in mid August. I spoke with an agent named Karen. She quoted a price and said it could be cancelled within 24 hours of the arrival date. I asked her if the quoted price was a total amount with taxes etc. She assured me it was the total. I asked her for the exact date and time i needed to cancel get a full refund. She gave me an exact date and time that was 24 hrs before my arrival date. I checked my Credit Card account that same day and saw the amount had an added charge of $44.28 for Tax Recovery and Service Fees. I called GetARoom immediately and told them i wanted to cancel my reservation because of the misrepresentation of the price. They said i couldn't because of their "no cancellation" policy. I'm in the process of contesting it with my credit card company. They are Scam artists and i see several other complaints of people who had the same or similar experiences as mine.

Please remove charge for reserve card requested as I travel on behalf of educational non-taxable entity. I was told, per policy not produced to me upon request, that this was not feasible. Your employees were courteous, but firm. I then requested recourse or some means to at least send my tax exempt form to, and was given this service ticket. Thank you for your time and I hope we can remedy this conundrum without further grievance.

I spoke with first worker (unnamed)
and "Bob" manager upon request
total call time 38:30
approximately 5pm June 14, 2017

This was my second experience with Getaroom and everything went down the hill. I made a reservation via their website and because of some personal reasons I had to cancel it. I contacted Getaroom 6 days prior my arrival and asked them to cancel my reservation and I was shocked when they said "no"!
I'm still trying to get my money back, I'm contacting them every day and every time they refuse to help.
That is not fair and not a good way to do business.
Getaroom have no interest in helping me, so I decided to post some reviews online and maybe that will change their mind.
The same thing can happen with anyone else and all I want is to warn people. All they need is money and they don't care about their customers.

We booked 6 nights in west palm beach florida 3/11 thru 3/16/17. Didn't mind paying the hotel bill but was charged $439.66 labeled tax recovery charge and service fee! Don't understand what this is. Would like a credit for this! Our booking Ref. Number DH3110408R7XCF. Our email address is [protected]@aol.com Kathleen Haigh - 110 Hubbell Ave. Ansonia, Ct 06401 Telephone No. [protected]

R719779766
a ticket enquiry has been raised to request that this cancellation which was made in error, be reinstated or rebooked for 10th February, or refunded please. I have an email directly from the Hotel willing to co operate if you confirm the change.
I spoke to Armando earlier today approximately 1400hrs, he said we would have an email confirming the call. We have not recieved any correspondence from GetAroom.
My 17yr old daughter made this booking, a months wages £150, she cancelled in error as unfamiliar with the process, she requested the booking be reinstated. They won't refund her money or re book the booking. £150 wasted within 10 minutes . She is so upset

Watch out for them. I was stranded in Galveston when the port closed and our cruise ship could not sail. Using my phone I tried to find a place to stay with shuttle. I thought I was calling the hotel to find the price - it looked like they cloned the hotel site so I got Get a Room (they did not disclose that's who they were). The person was quite helpful and booked me in just a few minutes. She quoted the hotel price at $96, said with taxes and fees it would be $111, that because we were booking for the same day it would not be refundable, and asked for my approval to charge that amount which I gave with my credit card info. When I got to the hotel there was no record of a reservation. After 20 minute's hold Get a Room answered and said they did book with the hotel. Checked back with the desk, still nothing in their computer. After another 10 minutes on hold, I hung up and checked back with the desk which confirmed they got a call from Get a Room that it had booked, but the hotel still had not gotten notice in their computer so they couldn't give us the room. We felt stranded in a strange city with no options because we could not get a refund. An hour after arriving at the hotel they confirmed they got the booking and told me the cost of the room plus tax was $79. I thought $32 (40%) was a bit stiff for a few minute's work and a huge hassle. I checked my email receipt and found they charged $131, which of course I did NOT approve and made their fee $52 or 66%! I complained and they refunded $25. But the point is to charge more than what I verbally approved is fraud!

My wife booked a room not realizing she was using "get a room". She did not know they charge a booking fee. She had to cancel the reservation due to illness but" get a room" did not refund the booking fee. Had to call and was on hold for 30-40- minutes before they agreed to refund the booking charge.
I booked a room with a Westin hotel and thought I was booking with the Westin only to find out when my credit card bill came in that I was charged a booking fee.
Crazy why pay a booking fee when there are so may options on the net.

Do not reserve a hotel through getaroom! Beware. They are connected to Trip Advisor. We reserved a hotel one month prior to our needing it and were bumped less than 24 hours before we were to arrive to another hotel of lesser quality and amenities. When we called to take care of the problem we waited for 30 minutes to speak to someone and then got passed to two other people. They offered to help take care of the problem but when we arrived at the destination we had no reservation at all and had to pay for one. Save yourself time and money. Do not reserve through getaroom!

We booked our room through tripadvisor.com with getaroom.com over a month in advance to get a good rate on a nice hotel. We picked the hotel we booked based on a few great amenities like a free shuttle into the city, floor to ceiling windows with a Manhattan view and closeness to the city etc. A few days prior to our trip they tried to move us from this 4 star hotel to a 3 star hotel that is a chain with no view, no shuttle and bad reviews. They said that the hotel we booked was over sold and i'm still not sure why we were the people to get shafted out of all the guests. I called getaroom.com and tripadvisor.com and they offered me a refund but it was too late for us to try and find and book something different at a reasonable price. They said they had to find us something else with comparable rates but the problem is that all the rates are way higher if you try to book a nice hotel a couple days in advance, so all the hotels with comparable rates for a last second room are way lower quality. After being on the phone for over 3 hours I finally convinced them that this is completely wrong and comes across as a scam, and because I was very persistent they finally ended up finding us a better hotel. However, it is still further from the city, does not have a manhattan view and does not have a free shuttle. This all means we will be spending more money than planned and not enjoy our stay as much. They also waisted a bunch of my time on the phone/email and put us in a stressful situation right before our trip! DO NOT USE THIS COMPANY! They hook you with a good deal on a nice Hotel, then they try to put you in something inferior a couple days before your trip when its too late to book something else decent at a reasonable price. They acted very cold to us and really didn't care that we were disappointed and treated very unfairly. Seems like a scam if you ask me.