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Complaints & Reviews

[Resolved] I have tried to contact their Guest Reservations multiple times — They promised a refund due to the Coronavirus emergency

I made a reservation # R1875446020 which I cancelled due to the travel restrictions on Coronavirus. Though the original booking was in the non-refundable rate, their customer service agents told me on two different calls on 3/14 and 3/17 that the reservation would be refunded within 3 days. It was not.
I also sent requests to cancel through an email link in my original booking confirmation to their Customer Care and Escalations Zendesk site on 3/14, 3/17 and 3/21 and received a ticket number 3653589, but no follow up from the company.
When I originally booked, I thought I was on the hotel website - it was deceptively created to look like I was booking directly with the hotel, which was my intention. The booking email confirmation came from [protected]@hotelvalues.com, and when I searched it, the site can't be reached. There is an effort to hide the fact that you have booked with Getaroom. The only way to know is by looking at your credit card statement to see where the charge comes from. I would like to hear back from the company and receive the refund as promised.

  • Getaroom's response · Mar 25, 2020

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    We have reached out to our hotel partner regarding your request to have the cancellation penalty waived due to Coronavirus-19.

    We are happy to report back to you that as a one-time courtesy, the hotel has agreed to waive the cancellation penalty on your reservation. Therefore we have issued a refund in the amount of US$1, 380.96 to the card used at the time of booking. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.

    We regret any inconvenience or frustration that this experience has caused you and hope the information we provided above has adequately addressed your questions or concerns.

    Warm Regards,
    Consumer Relations

  • Resolution Statement

    After I posted my complaint customer service promptly called me and issued the refund within a few days.

Customer service — Excessive tax and recovery cost.

Originally booked 3 three room at the embassy suites in Berkeley Heights, NJ
for 2 nights. Later I needed to add an additional room. The dates were 12/13 & 12/14. My wife called the hotel but obviously directed to a third party. When I received my Amex bill in addition to four charges by EB suites there was another charge by this third party. CCI Hotels.
After investigation I realized what this was. Bottom line is the is a charge of $155.08 for tax recovery & service fees in addition to the hotel fees which was higher than the regular rates charged by this hotel.

Thank you for the work you do.

R1781686865

  • Getaroom's response · Mar 23, 2020

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.

    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.

    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of (US$75.00) back to the original form of payment. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.

    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.

    Kind Regards,
    Consumer Relations

Get a RoomTax recovery charges & service fee very high

Originally booked 3 three room at the embassy suites in Berkeley Heights, NJ
for 2 nights. Later I needed to add an additional room. The dates were 12/13 & 12/14. My wife called the hotel but obviously directed to a third party. When I received my Amex bill in addition to four charges by EB suites there was another charge by this third party. CCI Hotels.
After investigation I realized what this was. Bottom line is the is a charge of $155.08 for tax recovery & service fees in addition to the hotel fees which was higher than the regular rates charged by this hotel.

Thank you for the work you do.

  • Getaroom's response · Mar 05, 2020

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

[Resolved] Getaroom.comhotel room hampton inn pensacola beach

I called the number that came up for the Hampton Inn Pensacola beach. I state our room request and he quotes $138 per night. I told him I can do better, He replied he can lower the price and quotes $107 per night for Gulf View room prepaid. I agree. He, with a heavy accent rattles off the details. When I get the confirmation, the charge is for $107 per night plus $84.00 for "tax recovery and service fee. I call them back to complain and they offer to refund $21.00 of the service fee or I can cancel for a $149.00 cancellation fee. I have accepted the $21.00 refund but I am still furious over this transaction. I had to call back twice to get a confirmation sent to my email. THEN - the confirmation finally arrives and the room is an inland room NOT a gulf view room as promised.

I will be speaking to the Hampton Inn corporate representative regarding how I feel that they are letting this kind of firm represent them.

  • Getaroom's response · Jan 31, 2020

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Getaroom's response · Feb 07, 2020

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    We understand from the complaint, you researched and found what you thought was a direct contact number for the Hampton Inn Pensacola Beach Hotel reservations department. While we understand that internet search results can sometimes be confusing, rest assured, we are authorized to provide our discounted rates through various sources, suppliers and affiliate partners. The hotel does provide their direct number and website on various internet search browsers as well. Please accept our sincere apologies that you felt misled.

    Your reservation was cancelled and a refund for US$299.65 has been processed and it will take approximately 3 – 5 business days to post back to your account.

    We regret any inconvenience or frustration that this experience has caused you and hope the information we provided above has adequately addressed your questions or concerns.

    Kind Regards,
    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Br
    Bruce Laughton Jan 31, 2020

    I called customer care and convinced them to cancel the reservation at no penalty cost to me since they did not book a room that met my request even though the agent reassured me it was a gulf view room.. They finally did so. They told me it would take 3 to 5 days for the refund to appear on my credit card.

    I firmly believe that placing the link Hamptoninn.guestreservations.com is deceptive advertising and will be alerting Hilton corporation to this practice. When I clicked on that link I was connected to an organization that was not Hampton in/Hilton corporation.

    I booked the room directly with Hampton Inn, got my Gulf view room with a balcony for $106/per night. $227 total after taxes is pretty different from an inland view room for $299.

    0 Votes

[Resolved] r1855590691

Terrible service and they robber your money. They show a Fee of €95, 61 but when you pay Charges & Service Fees €326, 82. I want the difference back!!!
And also, I call in less 24hours with a netter price I founded for the same hotel and they dont care about it. Just ignore. The attendets dont listen you.
Also used the customer care and escalation support but no one solve. They proposed to give me back 10%, good, but I can not wait for 5 months.

  • Getaroom's response · Jan 29, 2020

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate letting us know, so we can continue to improve our services.
    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.
    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxx) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    Cancellation Policy
    Each room in this reservation is subject to the hotel's cancellation policy which is: This reservation is non-refundable. There is no refund for no-shows or early checkouts.

    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of (€226.64) back to the original form of payment once your stay is completed.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.

    Sincerely,
    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] hotel reservation

Avoid getaroom.com and agoda.com (they're the same company).
"free cancelation" is only for cancellations. They will not modify bookings for any reason at any time, but they conveniently neglect to tell you that at time of booking. They reluctantly put me on hold when I requested a supervisor confirm this information. No one ever came back.

They make money by misleading customers. It's an unecessary and short-sighted policy. I guess they have so much business they don't care about losing a few thousand of us who won't tolerate their service level.

  • Getaroom's response · Jan 13, 2020

    Hello, We apologize for the negative experience with your online booking. Your noted booking reference number will need to be provided so that a Service Resolutions Specialist can review this and reach out to you directly.
    Thank you.
    Sincerely,
    Getaoom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] poor customer service

I went to book a room. I thought I was on the Hampton website and it was through book a room which I did not know till after the fact when I seen all the money out of my account. They charged my account right away with no cancellation policy, when I called and told them this they argued with me and would not cancel my reservation. Online it says free cancellation, but all he kept saying was "What does you reservation say?" I told him on the website it said free cancellation. He would not listen to me and would not transfer me to a manager. I am so disgusted with the booking site.

  • Getaroom's response · Jan 13, 2020

    Hello, We apologize for the negative experience with your online booking. Your noted booking reference number will need to be provided so that a Service Resolutions Specialist can review this and reach out to you directly.
    Thank you.
    Sincerely,
    Getaoom

  • Updated by San327 · Jan 13, 2020

    My confirmation is R1830597904

  • Getaroom's response · Jan 15, 2020

    Hello,

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    Your reservation was cancelled and we have processed a refund in full. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.

    We regret any inconvenience or frustration that this experience has caused you and hope the information we provided above has adequately addressed your questions or concerns.

    Warm Regards,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] online booking

I was booking a room in Eureka Sprinks Arkansas. Price looked good so I confirmed it. It wasnt until after the confirmation came through that I noticed the link sent me to a location in Eureka California.
They refused to transfer the room, refused to refund my money and refused any assitance at all...I requested to speak to a manager on several occasions. NEVER AVAILABLE

  • Getaroom's response · Dec 31, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email address that you provided.

    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees. In addition, the cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.

    After careful consideration and, despite the fact Getaroom is financially liable for this reservation, we will be issuing a refund in the amount of (US$460.66) back to the original form of payment. Please allow 3-5 business days for the refund to post to your account.

    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.

    Warm Regards,
    Getaroom.com

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] CCI Hotel REShotel reservation

I am Babatunde Phillips from Nigeria and I booked for IBIS HOTEL TRADE CENTRE Dubai for 2 rooms for 7 nights on 19 November 2019 and the money deducted from my account on 25 November 2019. After I didn't get a confirmation from the hotel, I tried making calls and informed I have no such bookings. I have tried calling the CCI HOTEL RES that reflects on my credit card to no avail. I need assistance now because my trip to Dubai is for 16 December 2019. Grateful

  • Getaroom's response · Dec 10, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    We are showing that our Customer Service team has already addressed your concerns and have sent the confirmation to you via email.

    We regret any inconvenience or frustration that this experience has caused you and hope the information we provided above has adequately addressed your questions or concerns.

    Kind Regards,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

booking

Conf. # R1756061160 11/19/2019 Booked a room on line while traveling. Thought I booked through motel but didn't find out differently until I checked in. When I checked in she...

[Resolved] /the over pricing of my room

Hello, this is Rosie miller, I am very disappointed with this company!!! getaroom.com

of which I never heard of. I was under the assumption that I was booking with the official company hotelsexpress.com. I was charged an extra forty dollars and found out that I cant cancel my reservations and if so will not be refunded!!! not acceptable I would never book with a third party. I would like to be refunded my money back thank you
p.s my date is 11-22-2019 reservation # R1739867045 please respond back to me thanks

  • Getaroom's response · Nov 22, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate letting us know, so we can continue to improve our services.

    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value-added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.

    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of ($31.04) back to the original form of payment once your stay is complete.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.

    Sincerely,
    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] booking a hotel room

This booking service is a SCAM! I booked a reservation at Boston Beacon Hill and realized I had not reserved the correct dates. Though it is my own fault, I called and tried to get the dates changed to a week later. Apparently in reading the fine print this website will NOT change a reservation. I called the hotel and they did all that they could to try and help, and in the process I also found out that the price was LOWER booking direct than through this site. A nearly $200 mistake in having to cancel the reservation. Definite lesson learned is to never use this site.

  • Getaroom's response · Nov 19, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] online reservations for accommodations

Getaroom.com are scammers. Getaroom stealthily intervened in my own online transactions with booking.com and then changed the quoted room or currency rate and/or added "non-refundable" surcharges that I never agreed to. Clearly Getaroom's practices suggests that it intends to embezzle rather than serve clients…..
I was charged outrageous "Tax recovery charges and service fees" without my consent.

I contacted Getaroom Customer service and exchanged several emails with them to recover all the charges (without success) prior to posting this complaint.

Transaction #1 (see confirmation attached below)

On the morning of Sept 13, 2019. I went on the internet and booked 2 nights at Days Inn in Sault Ste. Marie (Ontario, Canada) while stopped for breakfast in Wawa, Ontario. I reviewed prices as shown on Booking.com in CANADIAN dollars (see attached email image taken later that same day). I proceeded to book 2 nights at approximately CAD $109 per night. I was expecting a total charge of approximately CAD $218 and did not see or agree to any other charges before agreeing to book.

Within moments of booking I received an email confirmation from Getaroom at 10:01AM with charges of USD $246.47. Obviously the charge was MUCH higher than what I had agreed to and it was quoted in USD not Canadian dollars. Additionally there was an outrageous charge of USD$80.98 for "Tax recovery charges and service fees". I called the 1-800 number at 10:19 AM (and 3 more times after that) to speak to someone for an explanation and to have the extra charges dropped. Finally, I was offered a paltry refund of USD$16 (which I received on Sept 18, 2019). I had no time to argue further with the agent as I had to get back on the road.

Transaction #2

On the morning of October 8, 2019 I went online and booked a room at the Allyndale Motel in Duluth, MN before leaving from St. Ignace, Michigan. The online quote from Booking.com was for approximately USD $70 including taxes, etc. I did not see or agree to any other charges before proceeding to book with Booking.com. I was then prompted online for my credit card data. Subsequently I received an email confirmation from getaroom (not booking.com) for USD $120.13. That was a USD $50 premium over the quoted rate I agreed to. Of course I called the 1-800 number and was told that the "Tax recovery charges and service fees"charges were non refundable but I would get a rebate of USD $8. Once again I had to get on the road and had no time to argue with getaroom.

The next morning I talked to the owner of the Allyndale Motel and he had no idea who Getaroom was and confirmed that State taxes were only 10%. Clearly the USD$ 50 surcharge from Getaroom for "Tax recovery charges and service fees" was a farce at the very least.

Conclusion:

Getaroom.com is in the business of hijacking private online transactions by deceiving customers and charging them undisclosed fees for non-existent services. Do not use them!! If you get an email confirmation from them which includes "Tax recovery charges and service fees" be sure to call MasterCard or Visa and cancel the transaction BEFORE you use the accommodation.

  • Getaroom's response · Nov 14, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] hotel booking

Wanted to book Holiday Inn Toulon (France) and Google search showed me holidayinntouloncity.customerreservations.com which seemed legitimate but was in fact Getaroom. Showed a rate of 119 euros for 2 nights which was ok but after putting in payment details, I got debited for an additional 72 EUR 'service Fee' which I certainly was not given the opportunity to authorize. Obviously they then say that everything is non refundable even though the actual hotel has no record of the booking (yet?).

This company should not be in business and TrustPilot reviews indicate that there are many disgruntled punters who have fallen for the same misleading and dishonest tactics.

  • Getaroom's response · Nov 12, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] room booking

Hi,

Advertising a room at £57 and charging £89 once credit floats details have been submitted is extremely devious.
I am totally disappointed with my first experience of using Getaroom.com total rip off.

Once the non-refundable booking was confirmed I was unexpectedly shown a charge of £89.
This without any prior warning is not the level of customer service I would expect. Especially given the years I have spent being told how great service is in America.
Hiding over 50% of additional charges in terms and conditions is just not on.
Poor show.

room booking
room booking

  • Getaroom's response · Nov 12, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] booking fees

I booked a room at 3:15PM today, November 7th on their website (non refundable which should have been a clue) at an agreed rate of $85.49 for Drury Inn in Mobile, Alabama. When I received the confirmation, I noticed that taxes and fees were charged at $40.87 which was not on the website booking. The tax according to Drury should have been a little of $13.00. The difference is their booking fee which amounted to $27.00. They are associated with Priceline, and Priceline gave me a phone number for Get a Room and said that they are 3rd party.

After calling two different numbers, I was able to get a credit of approximately $12.00. THey would not allow me to cancel the reservation.

Buyer beware!!!
Jim Nordhaus-The Woodlands, Texas

  • Getaroom's response · Nov 11, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxx) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees. In addition, the cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.

    After careful consideration and, despite the fact Getaroom is financially liable for this reservation, we will be issuing a refund in the amount of (US$27.00) back to the original form of payment. This refund will be processed after check out and it will take approximately 3 – 5 business days to post back to the account.

    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.

  • Getaroom's response · Jan 29, 2020

    We do apologize for this experience and would like to try to assist further. However, without a booking or reference #, that cannot be done. Once you provide a booking #, a Service Resolutions Specialist will review your case and reach out to you. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Al
    Alicia Juba Dec 13, 2019

    GETAROOM.COM IS A SCAM!!! RUN FOR THE SAKE OF YOUR WALLET!!! My family and I booked a trip to NYC at the double tree near Times Square thinking we were booking with the hotel directly we even asked them specifically and was told this was the hotels “reservation line” It was supposed to be raining for the dates we were scheduled to stay so we called the hotel directly to see if we were able to reschedule our dates to the following day we were told we did not have a reservation. After double checking the email we realized we had booked through getaroom.com which I’ve never heard of . We then called their “customer service line” only to be on hold for over an hour and being hung up on twice. We lost $450.00 RUN FAR FAR AWAY!!!

    0 Votes

[Resolved] hotel reservations

We had to cancel the reservation (two full days in advance) due to family issues and when I tried to call directly, the line kept hanging up. There was no warning that I was going to lose the entire $166 (I called the hotel and I don't think they're getting anything).

I called customer service and asked if they could at least reinstate the room and they said no, they were not able to do that either. I asked for a supervisor repeatedly and was told there was no supervisor available.

The kicker was that the booking clearly stated there was free cancellation and that was an absolute lie.

  • Getaroom's response · Nov 07, 2019

    After careful consideration and, despite the fact Getaroom is financially liable for this reservation, we will be issuing a refund in the amount of (US$166.15) back to the original form of payment. Please allow 3-5 business days for the refund to post to your account.
    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.
    Thank you in advance for re-rating your customer service experience on ComplaintsBoards.com, to reflect your satisfaction with the positive resolution. On behalf of the entire Customer Service Department with Getaroom.com, we thank you for the service opportunity.

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] hotel booking

I booked a hotel in New Delhi, India for check in today (6th Nov 2019) for 1 night. It was a prepaid booking. However, on reaching the hotel, I am told that they have not received any booking confirmation from getaroom.com
Furthermore, the hotel does not have any tieup with getaroom.com
I called the customer care where after a lot of tries, a lady (Amber) answered but on listening to the issue she asked me to hold and transferred the call and I was on hold forever.
I have paid $96.91 and need a refund or confirmation as I am at the hotel right now.

My booking details are below;
Reservation Details
Status CONFIRMED
Conf. # R1734961073
Arrival Wednesday, Nov 06, 2019
Departure Thursday, Nov 07, 2019
Costs & Fees
Subtotal US$64.79
Tax Recovery Charges & Service Fees
(See Details Below)
US$32.12
Total US$96.91
This payment will be processed in the United States and will appear on your statement as "cci*Hotel Res".
By booking this reservation you have accepted the Terms and Conditions.
Hotel Details
Hotel Mantra Amaltas
23, Friends Colony (west)
New Delhi, 110065
Rooms 1 DOUBLE COMFORT
Free Breakfast
Customer and Travelers
Guest Aleemuddin Sayed
Adults 1 Children 0
Customer ALEEMUDDIN SAYED
Phone [protected]
Email SAY.[protected]@GMAIL.COM

  • Getaroom's response · Nov 07, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.
    We understand from the complaint when you arrived the hotel was unable to locate your booking. We deeply apologize for the issue.
    I show that a full refund has been issued back to the original form of payment in the amount of 96.91. Please allow 3-5 days for the amount to post to your account.
    Again, we deeply apologize for the check-in issue you had last night. We regret any inconvenience or frustration that this experience has caused you and hope the information we provided above has adequately addressed your questions or concerns.

    Kind regards,

    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] unfair practices during the purchase of a product.

Policy for no refund is not stated until the completion of the process. The company also misrepresented itself as the hotel during the call. R1728805198 was the reservation number and C1728879785 is the cancellation number. I paid via American Express credit card and the amount of the transaction was $292.22. During the call to see if I could get a cheaper rate, the customer service agent misrepresented himself as someone who works at the hotel and when I realized I was lied to, he hung up. This all occurred on 10/31/2019. Policy for no refund is not stated until the completion of the process.

  • Getaroom's response · Nov 05, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.
    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxxxxxxxx) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees. In addition, the cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    We go to great lengths to adequately disclose the tax recovery charges and service fees we charge. While we realize the process can sometimes be confusing, we do not feel we deceived or misled you in any way. As a result, and given the fact Getaroom is financially liable for this reservation, we will not be able to provide you with a refund at this time.
    We regret any inconvenience or frustration that this experience has caused you and hope the information we provided above has adequately addressed your questions or concerns.

    Sincerely,

    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] hotel room booking

Scam, be alert when booking your hotel. Charged $32 in junk tax recovery charges and service fees. Booked other rooms on the Holiday Inn site for less than $100, I was charged $132.45 Called to cancel or even match the price that I should have paid, they offered $9. Please don't use this service. Take your time to make sure you're booking on the proper site. I am glad that I am now aware and I will make sure to stay away from Getaroom.com

  • Getaroom's response · Nov 05, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] your booking charges

When I was booking my hotel, I thought I was booking directly with them. My surprise to find I booked with your firm that added fees/commissions exceeding what the room cost would be direct. After booking and discovering the cancelation fee I stayed.

I find your low-cost reservation to be misleading. The total cost isn't revealed in your initial offering, only discovered after the booking and the cancellation clause is discovered.

After this experience, I have reservations with your service.

  • Getaroom's response · Nov 07, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.
    We understand from the complaint, you researched and found what you thought was a direct contact number for the Kimpton Sir Francis Drake Hotel reservations department. While we understand that internet search results can sometimes be confusing, rest assured, we are authorized to provide our discounted rates through various sources, suppliers and affiliate partners. The hotel does provide their direct number and website on various internet search browsers as well. Please accept our sincere apologies that you felt misled.
    Our records indicate that on 11/01/2019, 6:03 PM (America/Los Angeles) you purchased a hotel reservation for Holiday Inn Express Hotel & Suites FRESNO NORTHWEST-HERNDON located at 7191 W Kathryn Ave Fresno, CA 93722. By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxxxxx) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees. In addition, the cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of ($74.37) back to the original form of payment. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.

    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] hotel reservation

I thought I was booking a room directly with the hotel. I asked for the lowest room rate at the best western hotel. after booking the room, I noticed that the reservation I made was not with best western, but with a company called " getaroom.com." I called back to cancel the room and of course they reminded me that the room was non refundable. What a rip off!!! They gave me a 10 percent discount but I'm still not going to stay there because I feel cheated. I asked the guy on the phone if I was speaking to the best western and he told me that " We make their reservations " So of course I'm thinking that I'm talking to the best western reservation office. Please refund my money based on sneaky false advertising!

  • Getaroom's response · Nov 05, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] read the fine print! be careful booking!

Please pay careful attention to the fine print. I don't want others to get caught like I did.

They pull you in with the good room rate and then hit you with 40% of that rate in "taxes and service fees". I understand taxes...but the service fees are excessive.

My 116 a night room is actually 175 and nonrefundable. I caught the issue within twelve hours of booking and the reservation is not until later this week. Also, this was all explained to me by an incredibly condescending customer service representative. Just skip this site and use another or book directly with the hotel.

  • Getaroom's response · Nov 05, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxxxxx) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees. In addition, the cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.

    After careful consideration and, despite the fact Getaroom is financially liable for this reservation, we will be issuing a refund in the amount of (US$35.00) back to the original form of payment. This refund will be processed after check out and it will take approximately 3 – 5 business days to post back to the account.
    This credit will replace the previous offer of $17.81.

    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.

    Warm Regards,

    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] services charges added on

I booked hotel in Sheffield at copthorne hotel. At no time did you advertise the service charges during the payment process until I received the confirmation transaction. I tried to discuss with your customer service however this was with no success. I would like to request refund of the service charges please to sum of £85. Thanking you in advance for support in this refund due to misleading and mis selling the product to me.

  • Getaroom's response · Nov 05, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    Our records indicate that on 11/01/2019, 4:51 PM (Europe/London), you purchased a hotel reservation for Copthorne Hotel Sheffield. By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxxx) that you provided.

    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees.

    The tax recovery charge is a recovery of the estimated taxes that we pay to the lodging suppliers for your reservations includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value-added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation. Since we do not collect the taxes, we are unable to provide an exact breakdown of the taxes assessed.
    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we issued a full refund on November 2nd.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.

    Sincerely,
    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] room booking at holiday inn express

I booked a room last week for Sunday 27th October, thinking I was booking on the Holiday Inn site, advertised at £61.26 only when I clicked confirm did I notice the Recovery and Tax charges of an additional £38.92. This is outrageous and underhand, as well as being mis-selling. There is no reason for this excessive charge.
Reservation reference number R1713352977
I would expect full refund of these charges.

  • Getaroom's response · Nov 01, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate letting us know, so we can continue to improve our services.
    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value-added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.
    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of ($27.00) back to the original form of payment. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.

    Sincerely,

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] reservation

Complete Frauds!
I booked a room in Dallas and I was thinking it was a Hilton website and I found a room at Embassy Suites that was the best rate special at $189 but soon as I saw the breakdown they charged me $249 for the room and $97 in taxes. I called and said it was a mistake since they claimed the room was $189. I called and talked to a rather rude customer service agent and they said you agreed to the $249 and I said I didn't and wanted to cancel, she said it would cost one nights stay which was all I was staying for, I said I wasn't going to stay and will ask my credit card company to fight the charges.
I didn't stay at the hotel but was still charged for the room. Right now American Express is going to fight the charge but pay attention since they mirror the website of the place you want to stay

  • Getaroom's response · Nov 01, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate letting us know, so we can continue to improve our services.
    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment.
    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of ($60.00) back to the original form of payment. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.

  • Getaroom's response · Nov 14, 2019

    Dear Rita Lynn,

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate letting us know, so we can continue to improve our services.
    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value-added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxx) that you provided.

    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of ($202.79) back to the original form of payment. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.

    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.
    Sincerely,

    Consumer Relations

  • Getaroom's response · Nov 14, 2019

    CORRECTION :

    Dear Rita Lynn,

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate letting us know, so we can continue to improve our services.
    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value-added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxx) that you provided.

    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of ($202.79) back to the original form of payment ONCE YOUR STAY IS COMPLETED.

    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.
    Sincerely,

    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Ri
    Rita Lynn Nov 12, 2019

    I booked a room in LA for six nights at $145 per night 11/29 thru 12/5 for a total of $870 per night with service fees taxes etc of $407. This is 50% of the hotel fees. I tried to cancel being that I have a court case pending 12/3 which might not be settled prior and I might not NEED to travel. The whole point was to book so I could cancel. I called the hotel and they stated even if booking online I can cancel as long as it is not within 24 hours of arrival. I tried to cancel the reservation and was told no cancellation allowed after 11/9. The reservation was booked on 11/10. If I do not go I will either be charged the full amount or $1, 000. I cannot get anyone on the phone to talk to at corporate headquarters or any place else. Please contact 1 927 691 4795 [email protected] If this is not resolved I will make a formal complaint with the Better Business Bureau.

    0 Votes

[Resolved] hotel booking

I booked a hotel room with breakfast at holiday inn filton, Bristol for 26th October 2019 for 1 night. I went into the hotel website but some how was directed to getaroom in order to book. I have never heard of getaroom before. I booked a room for £144, put my card details in then immediately told it was £211. No advance warning that there was an extra charge. Couldn't cancel as booking for the next night so no time to change. Would be fully charged if I tried to cancel, so had no option but to leave booking. If people knew that they were going to have to pay this extra amount there would be no bookings for getaroom. What a scam. I would like a refund for my extra charges???

  • Getaroom's response · Nov 01, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] reservation switch

I reserved a room for two nights in Dobbs Ferry, NY in Feb 2019 and paid $409.90. Several months late I received a notice that the original hotel was full and I was switched to another. Two weeks prior to the Oct 12th date I canceled for family reasons. Apparently the code I used (received in the confirmation email) was for the original reservation and not the one I was transferred to so I lost the entire payment. Will NEVER use this service again.

  • Getaroom's response · Nov 01, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.
    You booked at the Hilton Garden inn West Chester located at 201 Ogden Ave, Dobbs Ferry, NY 10522 but when it was transmitted to the hotel it was transmitted to the Chisun Hotel Hiroshima located at 14 7 Nobori Cho Naka Ku Hiroshima, 730 0016 JP. We are showing the Hilton Garden inn West Chester located at 201 Ogden Ave, Dobbs Ferry, NY 10522 does not have any rooms in our inventory. We are able to relocate you to the following property at no additional cost to yourself. We show that you accepted the alternative property.
    However, we show as a gesture and to resolve your complaint, we refunded you a full refund on October 26 in the amount of US$409.90. I do sincerely apologize for any misunderstanding or inconvenience that this has caused you.
    We regret any inconvenience or frustration that this experience has caused you and hope the information we provided above has adequately addressed your questions or concerns.

    Sincerely,
    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] CCI Hotel RESdirector of finance - opportunity

This company disguises themselves as the booking hotel you are trying to book through. They take advantage of people running hotel searches via web and if you click through one of their false pages it will not let you know that you are even booking through them. They send you a receipt after the whole transaction and your hotel bills you separately. The email will be from a domain called "getaroom.com" which was not how i booked my stay. It's a complete scam and this type of business practice is predatory. I've cancelled my payment on my credit card to this and refuse to let them have my money. Your credit card provider should protect you, so dont be afraid to file a fraud claim and refuse to pay the amount on your card.

  • Getaroom's response · Nov 01, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.
    We understand from the complaint, you researched and found what you thought was a direct contact number/website for the hotel reservations department. While we understand that internet search results can sometimes be confusing, rest assured, we are authorized to provide our discounted rates through various sources, suppliers and affiliate partners. The hotel does provide their direct number and website on various internet search browsers as well. Please accept our sincere apologies that you felt misled.
    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] online hotel booking

This is a huge scam. I booked a room tonight for the end of November for my daughters gymnastics meet. I accidentally booked the hotel at the wrong location. I called the number to get this reservation canceled and to book a room at the right location. The customer service rep, explaind so graciously he couldn't help me cancel but he could help me get my new location booked, then he would transfer me to customer service to "cancel" my other booking. I booked the new room at the right location. HE KNEW HE WAS SCAMMING ME AND I WOULDNT GET REFUNDED FOR MY FIRST ROOM. Then he transferred me to customer service. The first girl I spoke to definitely lacked in "customer service" skills. She was short, not helpful and basically said you cant cancel it is no refundable and it's at their discretion. When I asked to speak with the person who makes those "discretionary" decisions I was told to call the hotel and basically informed I was speaking to highest level. I called the hotel who said they cant do anything because I booked through a 3rd party to call them. I called getaroom back and spoke to another girl, much friendlier...explained my mistake of booking the wrong location, informed her it was a month away...that I just booked another room through them so they arent losing my business and she said she cant fo anything, its non refundable. I said there has to be something you can do or someone I can talk to if it is discretionary then someone is making those calls. She said I would have to speak to supervisor...when I asked for a supervisor they were unavailable and she gave me an email address. SHAME ON THIS ORGANIZATION and their lack of understanding of good business decisions and principles. Yes I made the mistake but it is easily corrected and they are UNWILLING to be of any assistance.
They wont be in business long.

  • Resolution Statement

    A very kind representative Karen B. reached out to me personally, refunded me in total for my accidental booking. She was very easy to talk to, very understanding and quick to get this matter resolved. I greatly appreciate her. She also made note regarding my experience with the customer service reps and I feel like she will look into correcting and improving this for future experiences.

[Resolved] fraudulent company!!! this not a legit company. beware!!

As I was looking for a room at Westin Atlanta Airport, I dialed the 800# they told me that room is available. I told them that I have to stay at Westin due to an event. They confirmed, Gave me the address of the hotel and pretended that they were at the Hotel location. I confirmed the address twice before paying. When I reached Westin, I found out that there was no reservation booked at the Westin.

I had to pay twice to get a room at Westin. When I called the # again. I was told that my reservation was at another hotel 10 miles away from Westin. I never asked for that hotel and they never told me that I was being booked at a different hotel.

Since then, I have now tried to call them 10 times, they hang up the phone and do not provide any feed back or supervisors on the call.

This company is a scammer. Beware. DO NOT USE them you will lose your money.

  • Getaroom's response · Oct 23, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • DeAndre Washington Oct 21, 2019

    Hi there Tucker! I'm glad to hear that you were able to book a room at Westin using Getaroom!

    1 Votes

[Resolved] food and beverage credit

I booked a room at The Cosmopolitan through Bookaroom. I was told i would receive a $150.00 US food and beverage credit for this hotel based on the number of days i stayed. I did not receive it. I also believed i booked direct with the Cosmopolitan. i called their reservation number. So i was surprised when i received the invoice and finding out it was a third party booking, Bookaroom.

  • Updated by sp60seven · Oct 21, 2019

    Sorry it was GETAROOM not BOOKAROOM

  • Getaroom's response · Oct 23, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Updated by sp60seven · Oct 23, 2019

    R1594986699

  • Getaroom's response · Nov 01, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate letting us know, so we can continue to improve our services.
    We understand from the complaint, you researched and found what you thought was a direct contact number for The Cosmopolitan of Las Vegas reservations department. While we understand that internet search results can sometimes be confusing, rest assured, we are authorized to provide our discounted rates through various sources, suppliers and affiliate partners. The hotel does provide their direct number and website on various internet search browsers as well. Please accept our sincere apologies that you felt misled.
    The rates displayed are the only rates available to this site for making reservations. Many of the participating hotels offer “Special Internet Rates” to our users. These rates typically offer substantial savings. Because of the large number of lodging reservations we process, we are able to negotiate special rates with many of our partners. Unfortunately, the advertised credit was not an offer made by us. This is a promotion by the hotel if you book directly with them.
    However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of ($150.00) back to the original form of payment. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.
    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] reservations

Borderline Fraudulent. AVOID!

Post prices marginally lower than what the hotel charges directly, and then tack on inordinate fees that are not explicitly disclosed. I consider that the MO of scam artists. If you've been had, no matter what they claim or try to charge you for a cancellation fee, do NOT accept. Take it up with your credit card company; no worries!

  • Getaroom's response · Oct 23, 2019

    We do apologize for this experience. Please provide your confirmation number starting with an R# so we may reach out to you directly. Our goal with your review is to promptly work for your satisfaction resulting in your improving the star rating. Thank you.
    Sincerely,
    Getaroom

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Rd
    RDMm Oct 21, 2019

    What a rip off. Offers rooms at a lower price than other booking sites and then adds a totally outrageous booking and service fee. No mention of these fees prior to giving out information for booking. When I tried to call their (844) number I was hung up on during voice promps. When I did get a person they were very hard to understand due to their accent and upon trying to explain what I wanted to do I was hung up on again. Finally managed to get reservation cancelled after calling another (800) number and following the voice promps.

    0 Votes

[Resolved] service/scam

Never again. I booked a room through this site (Getaroom.com), got the at the IRIS Garden Inn located in Garden City, Ga. Coming from Charleston S.C. to Savannah to enjoy the...

[Resolved] hotel reservation and customer service

I called to place a reservation. I spoke with JAKE. When inquiring about the address and it's proximity to my destination. He sent an email with the address. This made the reservation. The hotel was 2 hrs from my destination. I wanted to cancel. JAKE said it would be best to make another reservation, in order to be certain to get a refund on the initial reservation. I trusted what he said. BIG MISTAKE !!! So, I made another reservation. He transferred me to ELLEN in customer service. She canceled the 1st reservation (so I was told). This all occurred during my the same phone call.
After that I spoke to a REN, JOSIE and ultimately received an email from STEPHANIE CORDOVA Stating, "Reservation CANNOT Be REFUNDED."
It's Criminal what they are doing at getaroom. I basically paid for 2 rooms, for the same night, in 2 different cities. This should Never have occurred. I kept hearing their "Hotel Partner " is not responding, system is down, it's the weekend and not normal business hours... I've come to find out the hotel partner is Hotel Beds Direct Connect, location in Spain. Also Criminals.
I'd recommend calling the hotel directly. Never call this getaroom and/or hotel beds direct connect, EVER !!!

  • Getaroom's response · Oct 16, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.
    We understand from the nature of your complaint, the location that was booked was not in close proximity of the location you needed.
    By securing this reservation, you had to agree to the terms and conditions of this booking prior to submitting payment.
    All prepaid reservations are fully disclosed by the Reservation Specialist with the cancellation policy, terms and conditions of booking, along with all the subtotal, tax recovery charges and service fees.
    After careful consideration and, despite the fact Getaroom is financially liable for this reservation, we issued a refund in the amount of (US$137.34) back to the original form of payment Oct 14. Please allow 3-5 business days for the refund to post to your account.
    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] hotel online booking

tried to book a room on the web site, it kept telling me that my payment wasn't approved so i tried 5 times ( on the screen was a timer telling me i only had a few minutes to secure the deal i was trying to book ) - then my credit card company called me to say that all of the payments had gone through and was it me making the payment requests.

when i tried to cancel - the cancellation policy was back dated to before id made the booking.
Ive been charged with the cancellation policy fee for one of the rooms, that i couldn't stop payment for through my bank.

I would like a refund for the cancellation fee of £109.31 because i feel its not right that it was time stamped before id even booked the room, meaning it was impossible to actually cancel it - this is fraudulent behavior / misleading and inappropriate.

Reservation was for the MOXY hotel london and ref id confirmation for the cancellation is ~R1699180055

  • Getaroom's response · Oct 15, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxxxx) that you provided.

    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees. In addition, the cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.

    After careful consideration and, despite the fact Getaroom is financially liable for this reservation, we will be issuing a refund in the amount of (£109.31) back to the original form of payment. Please allow 3-5 business days for the refund to post to your account.

    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.

    kind regards,

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

booking hotel room - misleading price

Booked a room in London earlier tonight on what I thought was the hotels website. It was in fact these scammers - guestreservations.com
Advertised a room as £125. I completed the personal and payment details and then clicked the large orange ‘complete reservation' button to get a booking confirmation that I had actually paid £190!! Contacted them straight away via message and phone (not that I could speak to a tea person) to be told that they understand it can be ‘confusing' but it's non refundable so the only option was to cancel but I wouldn't get my money back!! It was not confusing. It's a total scam. They added £65 for ‘tax recovery charges and service fees' which was actually detailed well below the large orange button in feint small writing which you would only see if you scrolled down past the complete reservation button - why would you?? This is clearly done on purpose to mislead people and should NOT be allowed to continue!!

booking hotel room - misleading price
booking hotel room - misleading price
booking hotel room - misleading price

  • Getaroom's response · Oct 15, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate letting us know, so we can continue to improve our services.
    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value-added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxxx) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing.
    In order to reach out to you in reference to resolving your complaint with a positive resolution, please provide us with the confirmation number starting with an R# and/or email address so that we may locate your booking.

    Sincerely,

    Consumer Relations

  • Updated by Bob76 · Oct 15, 2019

    I refuse to accept that the process is ‘confusing’ it is most definitely misleading! The detail of the tax added was far below the complete reservation button. As demonstrated by the pictures below when I revisited the site a couple of days later. I raised my concern immediately on reaching the confirmation page but am still waiting for it to be resolved.
    Our reference is R1699370133
    The emails address should be [email protected]

  • Getaroom's response · Oct 16, 2019

    We understand from the nature of your complaint, that you have questions or concerns regarding our tax recovery charges and service fees. To help clarify, this charge includes the estimated amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value-added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation.

    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxxx) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with all the subtotal, tax recovery charges and service fees. The cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.
    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we will be issuing a refund in the amount of (45.3248 UK£) back to the original form of payment once your stay is complete. This refund has been processed today and it will take approximately 3 – 5 business days to post back to your account.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.

    Sincerely,

    Consumer Relations

  • Updated by Bob76 · Oct 16, 2019

    Whilst we appreciate the ‘goodwill’ gesture the amount we are disputing is £65.47. Which is £60.47 over the price the hotel would have charged for booking direct.
    Any amount below this is not acceptable. Especially as we would have to wait a month for the refund as we are not due to stay at the hotel until next month.

  • Updated by Bob76 · Oct 16, 2019

    £65.40 was the hidden charge. The room was advertised at £125.47. We were charged £190.87!

  • Getaroom's response · Oct 23, 2019

    While we go to great lengths to adequately disclose the tax recovery charges and service fees we charge, we realize the process can sometimes be confusing. However, in an effort to resolve your concerns and as a gesture of goodwill, we have canceled the booking and will be issuing a refund in the amount of (£190.87) back to the original form of payment once your stay is complete.
    We regret any inconvenience or frustration that this experience has caused you and hope you find this gesture to be sincere and in good faith.

    Sincerely,
    Consumer Relations

  • Updated by Bob76 · Oct 27, 2019

    Full refund now received.

[Resolved] booking a room

#R1695909374...I booked a room for 11/8 however the confirmation had todays date of 10/8 and they would not change my reservation or refund me! What a complete scam! Obviously it was a mistake if I called immediately after I got the confirmation and saw the incorrect dates! As well as I am willing to just change the date to the correct date of 11/8. Then when I call there is absolutely no help, no supervisor to speak with and no way of rectifying this...$339.00 is a lot of money to just throw away.

  • Getaroom's response · Oct 09, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.
    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address (xxxxxxx) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees. In addition, the cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.

    After careful consideration and, despite the fact Getaroom is financially liable for this reservation, we will be issuing a refund in the amount of (US$399.83) back to the original form of payment. Please allow 3-5 business days for the refund to post to your account.
    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.

    Sincerely,
    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] misrepresentation by booking agent and locked out of room

I was told by booking agent that he was located at Wingate in Little Rock Ar.
After a very lengthy process I finally booked a room for August 25 2019
After

.
Our keys would not unlock room. We were assured that when we returned after 3 hours it would be fixed. It was not. It was after 10 o'clock before we could get into our room. It was the next morning when I checked out that I was told I had booked thru a third party. I have corresponded with Wingate several times concerning this. They say it is Getaroom responsibility to issue a refund.
My reservation was for August 25 2019 in the name of Carol A Perry.

  • Updated by Carol a perry · Oct 07, 2019

    Please make an adjustment for my charges

  • Updated by Carol a perry · Oct 07, 2019

    I have stated my complaint

  • Updated by Carol a perry · Oct 07, 2019

    Booking error and locked out of room

  • Getaroom's response · Oct 09, 2019

    We sincerely apologize for the inconvenience you have experienced with this reservation; it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. We would like you as our loyal customer and relish the opportunity to provide you with any booking needs you may have in the future.
    Given the unfortunate experience, you had at the Wingate by Wyndham Little Rock. In an effort to resolve your concerns and as a gesture of goodwill we would like to offer $128.09 back to the original form of payment. This refund has been processed today and it will take approximately 3–5 business days to post back to your account.

    We appreciate you bringing this matter to our attention.

    kind regard,

    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

[Resolved] hotel booking

Dear sir

getarooom.com reservation - #[protected]

Today I booked a room via the website ibissydneysquare.reservations.com to stay at the hotel from 4 November- 9 November at a cost of £417.45. I was under the impression I was dealing with the Ibis Sydney Square hotel directly. I then received a confirmation email from getaroom.com showing the cost had gone up to £591.40 and this amount had been taken from my account. I am based in the UK and I have never heard of this company therefore I would never knowingly have booked through them. The booking I made was non refundable but considering it added £173.95 after I clicked the payment, I think it is very unfair to expect me to pay the extra and therefore would like to ask to cancel the booking and provide me with a full refund.

My husband and I have been saving for a long time for this holiday of a lifetime to Australia and the £173.95 is a lot of money for us to lose.

I look forward to hearing from you

Yours faithfully

Lorraine Jones

  • Getaroom's response · Oct 09, 2019

    Thank you for contacting Getaroom.com and bringing your concerns to our attention. While we strive to provide exceptional customer service to all our customers, we know things can happen that prevent us from achieving this objective. If we have failed to meet your expectations, we appreciate you letting us know, so we can continue to improve our services.
    By securing this reservation online, you had to agree to the terms and conditions of this booking prior to submitting payment. In addition, upon completion of your booking, an electronic copy of your itinerary was sent via email to the following address ([email protected]) that you provided.
    All prepaid reservations that are posted on our website are fully visible along with the subtotal, tax recovery charges and service fees. In addition, the cancellation policy was fully disclosed at the time of booking and was agreed to by you at the time of purchase.

    After careful consideration and, despite the fact Getaroom is financially liable for this reservation, we will be issuing a refund in the amount of (£591.40) back to the original form of payment. Please allow 3-5 business days for the refund to post to your account.

    Again, we regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.

    Sincerely,
    Consumer Relations

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.