ComplaintsforGetaroom.com

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation with what I thought was Hilton Hotels for 6/8/24. Due to severe illness, I needed to modify this reservation. Only upon reaching out to the hotel directly did I learn that I had actually booked through a third party that was representing itself as the actual hotel: getaroom.com, which is a Priceline Partner. The confirmation email came from guest reservations not get a room which was also misleading. Being under the impression that I had booked through Hilton, I believed I was under their modification/cancellation policy, which would have allowed me to modify my reservation to arrive a week later after my illness has passed. I called the number given in my confirmation email, still thinking I was communicating with ******, and at no point did anyone I spoke to indicate that I wasnt, or identify themselves as get a room or Priceline. I was shocked when I was told that the only option would be to cancel my reservation without a refund. I feel that these practices were completely deceptive. I would never have made the reservation if I knew I was working with a third party. I would like a refund.

  Business response

  06/16/2024

  Hi *******,
  
  Good afternoon!
  
  Kindly forward this complaint to the Getaroom.com BBB portal for assistance.
  
  The customer booked directly with **********************, and we do not have access to the reservation.
  
  Regards,
  
  *****************************
  Product Escalation Specialist
  priceline.com

  Business response

  06/17/2024

  Thank you for contacting Getaroom/PPS regarding the complaint from *************************. We regret that the guest had experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint.
  
  We understand from the complaint that the guest requested to modify their reservation due to illness.
  
  When a guest advises that they are unable to travel due to an illness without hospitalization, we require either a written notice from a doctor or a positive test result notification. We provide this information to the hotel to try to secure a waiver. As per any request, it is never guaranteed as it is at the hotel's discretion. The documentation requested is identical to the same information that would be provided for excusing an absence for work or school.
  
  We were able to confirm the guest did utilize the reservation. Despite our efforts in explaining the situation, the hotel did not agree to process or authorize any refund. We apologize for any inconvenience this may cause.
  
  With this, please know that we cannot issue a refund if the hotel partner does not authorize it. Given the fact Getaroom/PPS is financially liable for the reservation, we will not be able to provide an additional refund at this time. 
  
  We regret any inconvenience or frustration that this experience has caused and hope the information we provided has adequately addressed their questions or concerns.
  
  
  Sincerely,
  Consumer Relations
  
  
  

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My credit card information was saved on my moms computer and she accidentally charged a room to my credit card by mistake. The reservation (made on 3/20/2024) was cancelled in minutes and remade on her account. Come to find out the company charged the full amount as a cancellation fee even thought they stated it could be canceled anytime up to 05/14/2024. The cancellation was made well before the posted timeframe. Cancellation number: c4817592720.

  Business response

  04/22/2024

  Thank you for contacting Getaroom/PPS regarding the complaint from *****************************. We regret that the guest had experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint. 
  
  By the customer filing a chargeback on this transaction, this case has been moved to and will be handled by our *************************** **************** cannot assist with an active dispute. This investigation process by the *************** team and the customers financial institution takes up to 90 days from the receipt of the initial chargeback. 
  
  Once the guest dispute is resolved between their financial institution and Getaroom/PPS, any further follow up or inquiries need to be sent to *****************************************. 
  
  Sincerely,
  Consumer Relations

  Customer response

  04/22/2024

  I am rejecting this response because:   I only filed a chargeback after you refused to refund the money even though the reservation was cancelled well in advance.  Heck, it was in minutes of the original reservation.  I understand, if there was some type of services/goodies rendered but there wasn't any.  It was a several minute reservation mistakenly placed on the wrong card.  Your refund policy, as provided by your company to my credit card company, clearly states "There is no refund for no-shows, early checkouts or cancellations after 05/14/2024."  Technically, as stated by your refund policy, the reservation could be canceled today and it would warrant a refund.  The cancellation was made well before the time period outlined by your company but you refuse to refund the money.  I have also filed a complaint with the *** and will be filing a New York State AG complaint as well.      

  Business response

  04/22/2024

  We appreciate the guests feedback, and we apologize if the guests experience with us was unsatisfactory.

  As the guest has chosen to file a chargeback for the reservation, please understand that the chargeback process takes 90 days from the receipt of the initial chargeback until the dispute resolution is advised by our *************** department.

  Once the guest dispute is resolved between the financial institution and Getaroom/PPS, any further follow up or inquiries need to be sent to *******************************************.

  Sincerely,
  Consumer Relations
  

  
  

  Customer response

  04/22/2024

  I am rejecting this response because:   

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just as others have stated, this is a predatory company and a scam. I was attempting to book a five night stay at a hotel in ******. It appears that I was booking directly through Home2Suites but it would never let me book using the discount code provided to me by the company that I was visiting. It was never clear that I was booking the room until it had already gone through. I immediately recognized the problem and called to cancel. I was told that it was non refundable and that I could cancel the reservation but they would not guarantee a refund. I advised to cancel the room and I would dispute with my credit card company. I booked the same room though Home2Suites for $300 less that GetARoom charged. They did not cancel the reservation and I was charged in full for both the legitimate reservation and the GetARoom reservation because I was marked as a no show. The hotel sent me information showing that GetARoom was refunded money from the hotel.

  Business response

  04/22/2024

  Thank you for contacting Getaroom/PPS regarding the complaint from ********** We regret that they experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint.
  
  We understand from the complaint that the guest researched and found what they thought was a direct website for Home2 Suites By ************************. 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 Home2 Suites By ************************ does provide their direct number and website on various internet search browsers as well. From the guest online search results page, their booking journey depends on which link they choose to click on.
  
  By securing the reservation online, the guest had to agree to the terms and conditions of the reservations prior to submitting payment. In addition, upon completion of the booking, an electronic copy of the itinerary was sent via email to the email address that was provided during the booking process.
  
  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 at the time of purchase:  Each room in this reservation is subject to the following cancellation policy: Each room in this reservation is subject to the following cancellation policy: This reservation is non-refundable. There is no refund for no-shows or early checkouts.
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. As a gesture, we have processed a full refund to the payment method provided at the time of booking. Please allow 5-7 business days for the refund to post.
  
  We regret any inconvenience or frustration that this experience has caused and hope that they find this gesture to be sincere and in good faith.
  
  Sincerely,
  Consumer Relations
  
  

  Customer response

  04/22/2024

  I am rejecting this response because:   the company has a pradtory website and in fact, IS NOT transparent about being a third party website until the hotel was already booked. As soon as I realized the scam I contacted the hotel to cancel the appointment. I was told they would cancel it but could not guarantee a refund. I told them to cancel the room and if the refund wasn't granted I would dispute it with my credit card company which is currently under review. They did NOT cancel the reservation and I was charged as a no show. I stayed in the hotel under the reservation that I booked myself through Hilton. The hotel sent me confirmation where I was checked into the correct room and GetARoom was refunded money as I was marked as a No Show to the room that should have been cancelled. With over ***** other complaints alleging the same thing, someone should take a hard look at how GetARoom.com is promoting their services. They aren't even a discount site as they claim - I was charge $375 more than when I booked directly through Hilton. They copy and paste response to my complaint is an embarassment to the company.

  Business response

  04/22/2024

  We appreciate the guests feedback, and we apologize if the guests experience with us was unsatisfactory.
  
  Again, while we realize the process can sometimes be confusing, we do not feel we deceived or misled the guest in any way. We feel our company has provided a reasonable response to the consumer's claim. Furthermore, the burden is on the customer to provide documentation or other substantive evidence to show that the company is in breach of their agreement.
  
  Because the guest had disputed the charge for their prepaid reservation with their financial institution, Getaroom/PPS was unable to proceed with the request for a refund at that time.
  
  Thus, we have since verified that the dispute was won in favor of Getaroom/PPS.
  
  As a gesture, we have processed a full refund of the guest prepayment. Please allow 5 to 7 for the refund to post to the payment method provided at the time of booking.
  
  We regret any inconvenience or frustration that this experience has caused the guest and hope that they find this gesture to be sincere and in good faith.
  
  Sincerely,
  Consumer Relations

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company took my hotel reservation when I thought I was using the hotel itself. It then went on to charge me 222. and change as a service fee. I was so mad that there was no type of warning, that I decided to cancel the reservation. This company, Getaroom.com charged me 555. And change as a penalty, again without my knowledge at the time of booking. They are deceitful and the charge on my account is the name of the hotel, not even their name!

  Business response

  05/03/2024

  Thank you for contacting Getaroom/PPS regarding the complaint from *********************. We regret that the guest had experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint. 
  By the customer filing a chargeback on this transaction, this case has been moved to and will be handled by our *************************** **************** cannot assist with an active dispute. This investigation process by the *************** team and the customers financial institution takes up to 90 days from the receipt of the initial chargeback. 
  Once the guest dispute is resolved between their financial institution and Getaroom/PPS, any further follow up or inquiries need to be sent to *****************************************. 
  
  Sincerely,
  Consumer Relations
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Book on holiday INN express website. For 2 night stay. Received a confirmation code from holiday inn. When I called to can call my teservation. They told me it was booked thru getaroom.com. Never talked to getaroomcom to book .when I did call get a room.com to cancel. They said catcalling was determined by them only for a refund. This is outrageously wrong. I was we reporting getaroom.com to the fraud deportment of the state of ******** also.

  Business response

  04/17/2024

  Thank you for contacting Getaroom/PPS regarding the complaint from *******************. We regret that they experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint.
  
  By securing the reservation, the guest had to agree to the terms and conditions of the reservations prior to submitting payment. In addition, upon completion of the booking, an electronic copy of the itinerary was sent via email to the email address that was provided during the booking process.
  
  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 at the time of purchase:  Each room in this reservation is subject to the following cancellation policy: Cancellations before 04/15/2024, 11:59 PM (America/*******) are fully refundable. Bookings cancelled after 04/15/2024, 11:59 PM (*******/*******) are subject to a fee of 1 night's room and tax. There is no refund for no-shows or early checkouts.
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. As a gesture, we have processed a full refund to the payment method provided at the time of booking. Please allow 5-7 business days for the refund to post.
  
  We regret any inconvenience or frustration that this experience has caused and hope that they find this gesture to be sincere and in good faith.
  
  Sincerely,
  Consumer Relations
  
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was intending to book a hotel room with the EVEN hotel in *** ************ on my mobile phone. Unbeknownst to me, I was diverted to a 3rd party website which appeared to be the hotel's reservation website but turns out it was getaroom.com. The price for the booking that was displayed on the website did not clearly indicate that there was a massive fee that getaroom.com tacks on to the booking cost that I only saw after I received the booking conformation email. This fee was a 30% increase above the cost of the hotel reservation. This was booked the night of 4/11/24. When I told my husband about my error the next day, he told me to cancel the reservation. After I went to the website and cancelled it, I received an email room the company showing a cancellation fee of 100% of the cost of the booking. A $1606.24 cancellation fee! For a room that was booked less than 24 hours prior and was more than 30-days from the actual reservation date. These are unfair and predatory practices that this company engages in.

  Business response

  04/15/2024

  Thank you for contacting Getaroom/PPS regarding the complaint from *******************************. We regret that the guest had experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint.
  
  We understand from the complaint that the guest researched and found what they thought was a direct website for EVEN Hotel New ****** ***** Square South, an IHG Hotel. 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 EVEN Hotel New ****** ***** Square South does provide their direct number and website on various internet search browsers as well. From the guest online search results page, their booking journey depends on which link they choose to click on.
  
  By securing the reservation online, the guest had to agree to the terms and conditions of the reservations prior to submitting payment. In addition, upon completion of the booking, an electronic copy of the itinerary was sent via email to the email address that was provided during the booking process. 
  
  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 at the time of purchase. Each room in this reservation is subject to the following cancellation policy: This reservation is non-refundable. There is no refund for no-shows or early checkouts.
  
  We acknowledge that the guest may 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 the 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 the reservation for taxes may vary from the amount we estimate and include in the charge to the guest. 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 the reservation.
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. After further research and with the hotels approval, we have processed a full refund of the guests prepayment. Please allow 5 to 7 business days for the refund to post to the payment method provided at the time of booking.
  
  We regret any inconvenience or frustration that this experience has caused and hope they find this gesture to be sincere and in good faith.
  
  Sincerely,
  Consumer Relations

  Customer response

  04/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Similar to the many complaints against this business, I am furious that I've been charged $103 over the quoted and advertised sales price of $238 for a single room with two queen **** at the ***************************************************************. The room on the real hotel website for the requested dates was $217. There is no way to cancel the charge, and there are no refunds for any reason. When I searched for this hotel online, this third-party organization was my first choice for booking the hotel. I've been scammed, and I want a full ************************* DETAILS May 3 FriUS$****** Subtotal US$238.95 Tax Recovery ***************** Fees (See Details Below)US$103.12 Amount Paid. US$****** *This charge includes the estimated amount we pay the hotel for occupancy-related taxes owed by the hotel and any amounts charged to us for resort fees, cleaning fees, and other fees. The balance of the charge is a fee we, the hotel supplier and/or the website you booked on, retain as part of the compensation for our and/or their services, which varies based on factors such as location, the amount, and how you booked.CANCELLATION POLICY Each room in this reservation is subject to the following cancellation policy: This booking is subject to a ****** USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 05/03/2024, 10:00 AM (*******/********).

  Business response

  04/15/2024

  
   Thank you for contacting Getaroom/PPS regarding the complaint from ************************************* . We regret that the guest had experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint.
  
  We understand from the complaint that the guest may 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 the 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 the reservation for taxes may vary from the amount we estimate and include in the charge to the guest. 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 the reservation.
  
  We also recognize from the complaint that the guest requested to cancel their prepaid booking.
  
  By securing the reservation online the guest had to agree to the terms and conditions of the reservations prior to submitting payment. In addition, upon completion of the booking, an electronic copy of the itinerary was sent via email to the email address that was provided during the booking process.
  
  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 at the time of purchase. This booking is subject to a ****** USD change or cancellation fee. There is no refund for no-shows, early checkouts, or cancellations after 05/03/2024, 10:00 AM (*******/********).
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way.
  
  As a gesture of goodwill on April 13, 2024 we processed a refund in the amount of US$68.41 to the original form payment used at the time of the booking. Please allow 5 to 7 business days for the refund to post to the payment method provided at the time of booking.
  
  We regret any inconvenience or frustration that this experience has caused the guest and hope that they find this gesture to be sincere and in good faith.
  
  Sincerely,
  Consumer Relations
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked five rooms on this site. The cancellation policy indicates that each room can be cancelled (for an associated fee of one night's room and tax). When I called to cancel one room on 4/9/24, I was told that, despite the policy, we could not cancel just one room and that we would have to either keep or cancel the entire reservation. I asked to speak to a supervisor and was told that none were available and I would get a call back. On 4/10/24, I emailed asking for them to call as promised. Today, 4/12/24, after receiving no call back or response email, I called again. The rep I spoke to told me that reps were "not authorized" to do anything other than cancel an entire reservation. When I asked to speak with a supervisor, she told me that because I had already requested to speak to a supervisor, I would have to wait for a call back; she would not try to find one for me then.

  Business response

  04/15/2024

  Thank you for contacting Getaroom/PPS regarding the complaint from ******** & *************************. We regret that the guest had experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint.
  
  We understand from the complaint that the guest requested to cancel 1 out of the 5 rooms that were booked altogether and under 1 reservation number.
  
  We are not able to modify the reservation once the reservation is booked. The option is to book a new reservation and cancel the original reservation before the cancellation deadline. This booking is subject to a fee of 1 night's room and tax. There is no refund for no-shows, early checkouts, or cancellations after 05/02/2024, 10:00 AM (*******/********).
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. 
  
  Our records indicate that on January 9, 2024 the customer was offered a 10% goodwill refund however, the customer declined it.
  
  We regret any inconvenience or frustration that this experience has caused the guest and hope that they find this gesture to be sincere and in good faith.
  
   Sincerely,
  
  Consumer Relations

  Customer response

  04/15/2024

  I am rejecting this response because:   

  (1)The business says that they do not believe they were misleading.  We are not accusing them of being misleading.  The cancellation policy )(see screen shot) states that there is a cancellation fee for canceling A ROOM.   It does not say that only all rooms can be cancelled.  The business is simply refusing to honor its policy.

  (2) The business states that we called in January and were offered a 10% discount that we rejected.  That call was about a different potential change that we did not make, it was not about cancelling a room pursuant to the cancellation policy.

  (3) The business suggest we can cancel the entire reservation for a fee and then rebook the rooms we want. We would like to know exactly how much money would be reimbursed if we canceled the entire reservation. 

  Thank you.

   

  Business response

  04/16/2024

  We appreciate the guests feedback, and we apologize if the guests experience with us was unsatisfactory.

  We are not able to modify the reservation once the reservation is booked. The option is to book a new reservation and cancel the original reservation before the cancellation deadline.
  Each room in this reservation is subject to the following cancellation policy: This booking is subject to a fee of 1 night's room and tax. There is no refund for no-shows, early checkouts, or cancellations after 05/02/2024, 10:00 AM (*******/********).

  As a one time courtesy, we would inquire with the hotel if they would allow us to cancel 1 room,  however each room is under a different name. The guest would need to provide the name of the lead guest for the room requesting the cancellation. As per any request, it is never guaranteed as it is at the hotels discretion.

  The customer originally called our customer care team requesting to modify the dates for four of the rooms. The Getaroom/PPS Representative advised the customer of the agreed terms and conditions of their prepaid reservation.  Getaroom/PPS educated the customer that our system is not capable of processing any changes once the reservation has been made and also informed the customer of their cancellation policy. **********************/PPS offered a goodwill gesture of 10% from the total cost of the reservation, to which the customer declined.

  We feel our company has provided a reasonable response to the consumer's claim. Furthermore, the burden is on the customer to provide documentation or other substantive evidence to show that the company is in breach of their agreement and that a refund is warranted.

  We regret any inconvenience or frustration that this experience has caused and hope the information we provided has adequately addressed their questions or concerns.
  
  Sincerely,
  Consumer Relations
  

  
  

  Customer response

  04/16/2024

  *** already asked, before we decide how to proceed, we would like to know how much we would receive as a refund if we cancel the entire reservation.

  Customer response

  05/22/2024

  Good afternoon.  

  The statement in the letter that BBB has not heard from us is inaccurate  In fact, on 4/16/2024, we were the last ones to respond, indicating the resolution proposed by the business was not acceptable without more information -- and we asked for that information.  We never heard back, however.  Since the date of the stay was fast approaching (and has since passed), we were forced to make a choice without the information and we had no choice but to cancel the entire reservation, which was what the business wanted -- but was not consistent with their very clear written policy.  So, the matter is over, but it was not resolved to our satisfaction.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When booking a hotel reservation I was unknowingly directed to the website get room.com .After going through the process of booking my room I was sent an email confirming my reservation and noticed that the date for check in was incorrect. I immediately called the number on the confirmation expecting to get help to correct the issue only to be told that the booking was not refundable and that they would not change the date. Somehow the check in date was processed as todays day and needed to be for the following day.I sent an email requesting help and again got the same response sorry we cant help you.Very disappointing as I contacted them within in minutes of making this reservation.Im am out $295.00

  Business response

  04/15/2024

  Thank you for contacting Getaroom/PPS regarding the complaint from ***************************. We regret that the guest had experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint.
  
  We understand from the complaint that the guest researched and found what they thought was a direct website for Holiday Inn **********. 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 Holiday Inn ********** does provide their direct number and website on various internet search browsers as well. From the guest online search results page, their booking journey depends on which link they choose to click on.
  
  By securing the reservation online, the guest had to agree to the terms and conditions of the reservations prior to submitting payment. In addition, upon completion of the booking, an electronic copy of the itinerary was sent via email to the email address that was provided during the booking process. 
  
  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 at the time of purchase.
  
  We are not able to modify the reservation once the reservation is booked. The option is to book a new reservation and cancel the original reservation before the cancellation deadline. The cancellation policy that was agreed to at the time the reservation was confirmed is: Each room in this reservation is subject to the following cancellation policy: This reservation is non-refundable. There is no refund for no-shows or early checkouts.
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. As a gesture, although Getaroom/PPS is financially liable for the guest reservation, we have processed a full refund of the guest prepayment. The guest will need to allow 5-7 business days for the refund to post to the payment method provided at the time of booking.
  
  We regret any inconvenience or frustration that this experience has caused and hope they find this gesture to be sincere and in good faith.
  
  Sincerely,
  Consumer Relations

  Customer response

  04/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While trying to register for a reservation with ***************, in *******,**. Get-a-room.com clicked over making us beleive that we had the Hotel operator of the *********** to make a proper reservation for four days. After getting my credit card information, I was given a confirmation number and a price that didn't seem right . I call the *********** to make sure that the price was right. That's when I was informed by the operator that they had a conformation number but it was not generated by their office. I called the number to Get-A-Room.Com back that I was given to verify the confirmation number and cancell the reservation and they hung up on me three times. This has gone on for two days. I have informed my bank to cancel the transaction but, as long as it is pending there's nothing that can be done. I just want to get my money back.

  Business response

  04/26/2024

  Thank you for contacting Getaroom regarding the complaint from *******************. We regret that the guest experienced a level of service that did not meet their personal expectations and ultimately prompted them to file a formal complaint.
  
  We understand from the complaint that the guest researched and found what they thought was a direct website for the *********** By ********************. 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.
  
   *********** By ******************** does provide their direct number and website on various internet search browsers as well. From the customers online search results page, the customers booking journey depends on which link they choose to click on.
  
  By securing the reservation online the guest had to agree to the terms and conditions of the reservations prior to submitting payment. In addition, upon completion of the booking, an electronic copy of the itinerary was sent via email to the email address that was provided during the booking process. 
  
  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 at the time of purchase. : Cancellations before 04/08/2024, 11:59 PM (*******/********) are fully refundable. Bookings canceled after 04/08/2024, 11:59 PM (*******/********) are subject to a fee of 1 night's room and tax. There is no refund for no-shows, early checkouts, or cancellations after 04/14/2024, 10:00 AM (*******/********).
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way.
  
  As a gesture we have processed a one time courtesy full refund in the amount of $518.51. The guest will need to allow 5-7 business days to process back to the form of payment at the time booked.
  
  We regret any inconvenience or frustration that this experience has caused and hope they find this gesture to be sincere and in good faith.
  
  
  Regards,
  
  Consumer Relations

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