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Getaroombooking 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!!

Getaroom
Getaroom
Getaroom

  • Getaroom Customer Care'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 [protected]@gmail.com.

    booking hotel room - misleading price
    booking hotel room - misleading price
  • Getaroom Customer Care'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!

Bo
Oct 10, 2019

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