ComplaintsforRoomer Travel

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently had to cancel my trip to ***** because of my friend who lives there and I requested a refund but I've only received automated emails. I've called and emailed them multiple times and I just want my refund. I do not feel roomer travel is a legitimate company at all and this isn't any way to treat a customer.

  Business response

  04/11/2023

  Dear Customer,
  I hope this message finds you well. I am writing to address the concerns you raised in your recent complaint submitted to the Better Business Bureau. On behalf of Roomer Travel, I would like to extend our sincere apologies for any inconvenience you may have experienced.
  First and foremost, I want to assure you that Roomer Travel is a legitimate company, committed to providing excellent service to our customers. We understand how frustrating it can be to encounter difficulties in obtaining a refund, especially in a situation such as yours where the trip had to be cancelled due to unforeseen circumstances.
  Please note that refund requests are handled by a third-party service provider on our behalf. I understand that this may have contributed to the delays and lack of direct communication you experienced. Rest assured, we take your feedback very seriously and will work to improve our communication and response times with our customers.
  In order to resolve this issue promptly, I have escalated your refund request to our third-party service provider and asked them to prioritize your case. They will be in touch with you directly to provide updates on the status of your refund.
  Once again, I apologize for the inconvenience you have faced and appreciate your patience as we work to resolve this issue. If you have any further questions or concerns, please do not hesitate to contact us at *************************************.
  Sincerely,
  Roomer Travel
  
  
  
  

  Customer response

  04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   No one has reached out to me still as mentioned above. Everyone is al of a sudden a third party vendor with no name. In the letter from this "company" roomer travel my name isn't mentioned only dear customer  and at the bottom its from ********************** and not from a **** or ***************. Still all automated responses with no call, text, or email and this is exactly why I'm questioning this company's legitimacy. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  05/02/2023

  Dear Customer, 
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to address your complaint and provide clarification on the situation.
  We understand that you have encountered some difficulties with your claim, and we apologize for any inconvenience this *** have caused. In an effort to provide the best possible service, we have partnered with a third-party company to manage the processing of claims. This third-party company operates in accordance with the terms and conditions presented during the booking process and subsequently shared in your confirmation documents.
  While we sympathize with your situation, we must adhere to the policies set forth by the third-party claims processor. These policies were established to ensure fairness and consistency in addressing customer claims. We encourage you to review the terms and conditions, as well as any relevant documentation, to better understand the claims process and requirements.
  That being said, we are committed to helping our customers and will gladly facilitate communication between you and the third-party claims processor to address any concerns or misunderstandings. Please provide us with your booking reference number and any additional information that *** be helpful in resolving this matter.
  Once again, we apologize for any inconvenience and appreciate your understanding. Thank you for choosing our services, and we look forward to assisting you in resolving this issue.
  Sincerely,

  ****

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Reference number:************************************* Purchased travel protection on 10/5/22 for hotel room for 11/4-11/6. On 11/1/22 I canceled booking 1) I am still suffering from positive Covid test on 10/14 2)Dealing with stage 3 breast cancer, recent chemo on 10/24. I have fallen ill and can not travel. I supplied Covid results plus medical records stating I have cancer. I was asked for a doctors note, before I could provide it, the refund was denied. Policy states pre existing medical condition (cancer) is covered and that I must state the reason I cant travel. Reasons are Im immunocompromised and I am currently sick due to having cancer. Me being sick right now is not foreseen. I had prior authorization by my cancer doctor to travel on this date, but now its now impossible. The company has ignored emails and has closed the request. Total amount paid $477.17

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Roomer Travel is a company that sells hotel rooms for others. In my case I booked a non refundable hotel room that I was no longer able to utilize and so I listed it for sale with roomer - Listed room on 9/11/22 ($900 value but listed for $200-$900)- The business informed me on 9/15/22 that the room had sold and that I needed to contact the hotel to swap the name from mine to "***** **"- The reservation was from 9/24/22 - 9/27/22 and I was told I would get paid 10 days after the checkout day.- It has been more than 10 days and I have attempted to reach out to the company about this issue and have been completely ignored. This company owes me my cut of the sale which according to them was $200.01 (see email)

  Customer response

  10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. 

  RoomerTravel sent over payment on 10/26/2022.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sold a hotel reservation on Roomer on September 22,2022 for $550 with the expectation that I would be paid 10 days after checkout (checkout was October 2nd) on the 12th of October. It's now past this deadline and I have not been paid nor have I received a response from Roomer. Currently roomer is holding my money and refuses to hand it over to me. Seems like this business engages in fraudulent activities constantly and all I want is to be PAID.

  Business response

  10/27/2022

  Hello, 

  Thank you for selling your reservation on roomer. 

  The payment for the room was made in full to the customer's paypal account in October 13th. 

   

  The evidence is enclosed as well. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩