SUBMIT A COMPLAINT

[Resolved] Getaroomreservation

5
R Oct 30, 2019 Review updated:

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

  • 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.

  • Getaroom Customer Care'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 Customer Care'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 Customer Care'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

Responses

  • R
      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 [protected] [protected]@earthlink.net. If this is not resolved I will make a formal complaint with the Better Business Bureau.

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