Getaroom — 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 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 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.
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