ComplaintsforGetaroom.com

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my hotel and want my refund like they said they haven't they have had my money over a month in a half to me that's theft I want my money

  Business response

  04/11/2024

  Thank you for contacting Getaroom and bringing ************************* 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.
  
  We understand from the guest complaint they are inquiring about a refund.
  
  After further review a full refund has been processed. Please allow 5-7 business days to post back to the form of payment at the time booked.
  
  We regret any inconvenience or frustration that this experience has caused and hope the information we provided has adequately addressed their questions or concerns.

   

  Kind Regards

  Consumer Relations

  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the Hyatt hotel website and made a reservation for Apr *****. I used their site to ensure I was dealing with a legitimate site. They Hyatt pushed me to a fraudulent site name, gataroom.com. They increased by daily rate by $130 and charged me $1500 in unexplained fees. When I saw the changes to my reservation I called the company, ************** within 15 mins of this transaction, and spoke to "*****" that didn't speak correct English. She informed me I could not get a refund for any part of this transaction. I used Hyatt to ensure this would not happen to me. I then called the Hyatt customer services they informed me these 3rd party fly by night companies do this all the time. And instructed me to call my bank to reject the cost/billing. And to tell them the billing appears as GrandHyattSeou but this is not a legitimate Hyatt partner because they left of the *** in *****. I did this and I am now dealing with the bank. This is a fraudulent transaction. The booking number Go404121421YCQ1GJNFX.

  Business response

  04/18/2024

  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 the guest thought was a direct website for The ***************** ***********************************************, ******* KR . 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 Grand Hyatt Seoul 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.
  
  We also recognize 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 understand 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. 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.
  
  Despite our efforts in explaining the situation, the hotel did not agree to process or authorize any refund. Although Getaroom/PPS is financially liable, as a gesture to resolve the complaint we have processed a full refund back to the original form of payment. The guest will need to allow 5-7 business days for the refund to post to the account.
  
  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

  04/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  3/23/2024 to 3/24/2024 I paid a total of $316.97 They said they would pay me $200.34 They did not disclose these outrageous fees beforehand. They made it seem like $200.34 was for the hotel room. They charged another $111.08 in service fees and another $6 in resort fees. That is ridiculous. The website made it seem like it was Quality Inn Oak and part of the Choice network. They are just a third party that sneaks in outrageous fees on unsuspecting people.

  Business response

  04/10/2024

  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 the guest thought was a direct website for The ******************* *************************************************************. 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 ******************* 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.
  
  We also recognize 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.
  
  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.
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way.
  
  We processed a Goodwill refund on 03/30/24 in the amount of US$31.69. As a gesture, we have processed an additional refund of US$30 on 04/08/24 to the original form of payment. The guest will need to allow 5-7 business days for the refund to post to the account
  
  We regret any inconvenience or frustration that this experience has caused and hope you find this gesture to be sincere and in good faith.
  
  
  Sincerely,
  
  Consumer Relations
  

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I reserved a room through getaroom.com in a hurry I thought it was for two nights and the total seemed correct. Subsequently I found it was for one night and the extra was for tax recovery charges and service fee which I didnt see when booking I feel careless and vulnerable because of this. Im also just wanting others to NEVER use this website.

  Business response

  04/09/2024

  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 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: Cancellations before 04/02/2024, 11:59 PM (*******/*******) are fully refundable. Bookings cancelled after 04/02/2024, 11:59 PM (*******/*******) are 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 20% goodwill refund in the amount of $122.04, 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

  04/09/2024

  Just want to reiterate this company, getabed.com, should not be trusted or endorsed by any group trying to protect consumers. Thanks, BBB, for your service and assistance 

  Customer response

  04/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked on Priceline a local hotel on March 6 and cancelled almost immediately afterwards (Reservation #R4754723) Cancellation confirmation #CN04754723.I contacted Priceline via telephone and after several attempts, was finally able to speak to a live rep after pretending I wanted to book another trip. She was very helpful and explained that the charges may take up to 48 hours to be credited back to my card. I've now waited longer and cannot speak to a live agent. There is a charge of $161.03 from Priceline on my credit card and for the life of me, I am unable to speak to a live agent to get this credited. I have now waited a full two weeks and the charge is still on my card.

  Business response

  04/09/2024

  Thank you for contacting Getaroom 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 guest complaint that they canceled their reservation and are awaiting their refund.

  After further review the guest did cancel their reservation per their cancellation agreed upon at the time of booking which is: Cancellations before 03/06/2024, 11:59 PM (*******/********) are fully refundable. Bookings canceled after 03/06/2024, 11:59 PM (*******/********) are non-refundable. There is no refund for no-shows or early checkouts.

  A full refund was processed on March 6, 2024. Typical cancellation takes 5-7 business days. We suggest the guest contact their  financial institution regarding the status of the refund.

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

   

  Kind Regards

  Consumer Relations
  

  
  

  Customer response

  04/16/2024

  I am rejecting this response because today (4/16/24) I verified with my financial institute that no refund was ever filed or processed. 

  My financial institute is now going to dispute the charge with the retailer.

  Business response

  04/16/2024

  We appreciate the guests feedback, and we apologize if the guests experience with us was unsatisfactory.
  
  Our records indicate that a full refund was processed on March 5, 2024, back to the original form of payment. We have attached a screenshot of the refund status.
  
  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

  04/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/7/24 I was arriving on a long bus journey to ****** and trying to book the ******************** hotel where I had stayed at previously and left a bag. I clicked on the link that was purposefully and deceptively made to look like it was the official st ***** website and was showing the same price as agoda of around 1600 ph pesos. I clicked to book and then they add a ton of fees bringing the price to over 3000 ph pesos and hide it in the top corner in tiny font. I call within 30 minutes to cancel when I am in the hotel lobby and see I got overcharged. The agent then cancels my booking with no refund forcing me to pay for a whole new booking on top this time through there fellow booking holding subsidiary agoda. So not only did they use multiple levels of deceptive website design and scam behavior I never even received the hotel room i paid double the correct rate for and had to pay another website to get a room that night.

  Business response

  04/09/2024

  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 the guest thought was a direct website ******************** - A St ***** Hotel, ****** - Quarantine 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  ******************** - A St ***** Hotel, ****** - Quarantine Hotel 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. Each room in this reservation is subject to the hotel's cancellation policy which is: This reservation is non-refundable. There is no refund for no-shows or early checkouts.

  
  We also understand 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 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 the guest 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 the guest booked.
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. Although Getaroom is financially liable for the reservation, as a gesture we will issue a refund in full. Please allow 3-5 business days for the refund to post to the account.

  
  We regret any inconvenience or frustration that this experience has caused and hope they find this gesture to be sincere and in good faith.
  
  
  
  

  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Priceline.com DBA Getaroom, has been holding my refund in the amount of $846.64. Hotel stated that they reached out Priceline and initiated refund on 3/6/24. I was told that it will take 5-7 business days to post credit on my account. I waited required time, and when no credit was posted, reached out to them. They stated that they had no record of this request and processed refund on 3/20/24. After I have not received refund within 5-7 business days, reached out to them again and received the same email instructing to wait me another 5-7 business days despite the fact that their website refunds take 3-5 business days. At this point these people are giving me run around and refusing to refund $846.64.

  Business response

  04/09/2024

  Thank you for contacting Getaroom and bringing ******************** 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.

  We would like to inform you that we have already processed a refund in the  amount of USD $846.64 on 03/20/2024. However, we have processed this refund back to the form of payment **************** used at the time of booking.  In case, if you do not receive the refund then we would request you to please contact your financial institution.

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

  
  
  Kind Regards

  Consumer Relations
  

  
  

  Customer response

  04/09/2024

  I am rejecting this response because:   

  I contacted Getaroom MULTIPLE times, and this is their SAME response to every inquiry. Here are the dates I contacted Getaroom and received the same response:

  March 19, 2024

  March 27, 2024

  March 29, 2024

  April 1, 2024

  April 5, 2024

  April 6, 2024.

  Each and every time I inquired about refund, I was told the same thing: 

  "Dear ********************,
  
  Thank you for contacting Customer Care. 
  
  We would like to inform you that we have already processed your refund for the amount of USD $846.64 which is equivalent to EUR 780 on 2024/03/20. However, we have proceed the refund on american_express from the reservation was booked through.
  
  Please be assured that you will receive this amount back to your original form of payment method. In case, if you do not receive the refund then we would request you to please contact your financial institution once / respective bank. 
  
  I hope this information helps. Please do not hesitate to contact us should you have any further questions or concerns.
  
  Regards,
  ****************** 
  Customer Care
  
  Reference Number: #CN04773583"

   

  Here are few issues that we are having here:

  1. Per your website, Per your refund policy, refunds typically take 3-5 business days, but you told me 5-7 business days.

  2. I have never received refund confirmation with the process of the refund amount, account info, date and / or reference number. Per my experience, when refunds are processed, customer gets some type of confirmation - and I received NONE, just robotic emails with the same answers; 

  3. I have contacted Amex 3 times, there is no trace and / or record of any refunds. 

   

  I am intend to believe that this is how you scam people, as per all the reviews that I read, I am not the only one victim in this scam. 

  This place need to be shut down and investigated. They are stealing peoples money and someone is getting rich out of it. So we need to get attorney general get involved? 

   

  Thank you, 

   

   

   

  Business response

  04/11/2024

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

  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 an additional refund is warranted. We suggest the guest to contact the financial institution regarding the status of the refund. Proof of refund included.

  
  Sincerely,
  Consumer Relations
  

  
  

  Customer response

  04/11/2024

  I am rejecting this response because:   

  1. Your refund policy - attached please find information taken from your website - refunds are processed within 3-5 business day, however, since 3/20 I was told 5-7 business days;

  2. ONCE AGAIN - there is no credit posted on my account not my credit card company has any records. IF there is an issue, YOU should contact them directly and find my money. This is NOT my burden, it is your - I am your client! 

   

  Business response

  04/19/2024

  We apologize for the customers experience.
  
  Our records indicate the refund request was submitted on March 20, 2024, by our customer service team.  We have submitted an inquiry on behalf of the customer's refund delay complaint.
  
  Sincerely,
  Consumer Relations

  Customer response

  04/19/2024

  I am rejecting this response because:   Refund still is NOT posted. This is unheard off.... show me a place where it takes a month to refund people's money... Allegedly refund was processed 3/20/24, when initially was, what I was told initiated 3/6/24 - today is  4/19/24 - and refund is STILL MISSING. Pure fraud! This company should be shut down and investigated for these practices. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this complaint is about pricline.com and there partners hotel.com. hotelvalue.com. and The hotel I stayed ****** Square hotel.I live in ********** and wanted to visit family in ******.I originally wanted to make a reservation for a stay in ****** at ****** Square hotel. I used (mistakenly) a sub site Hotel.com (and consequently there partners). When doing the reservation I made a mistake and reserved for the same day instead of the following week. I realized my mistake in the morning and tried to move the reservation calling hotel.com help line. They refused to change the reservation, claiming it was nonrefundable transfer the "unused day". Hotel.com asked me to contact the hotel and get permission.****** Hotel agreed to move the reservation to the following week and said they would leave apply the credit toward my new reservation. When checking in the following week I was asked to pay for my full stay buy ****** Hotel, this happen after a long trip and it was past 11PM on a cold winter night. I had no other choice but to pay for the stay. No credit from Hotel.com was issued to me to this day. I have being in contact with ****** hotel management and hotel.com / Priceline and they are both claiming no wrong doing. ****** hotel tell me they refunded the money to hotel.com and Hotel.com tell me they need the permission from ****** hotel to issue a refund. The total of night I overpaid are 2 at $180 / night. I also spent a significant amount of time dealing with both entity please help

  Business response

  04/08/2024

  Thank you for contacting Getaroom 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 your 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 your dispute is resolved between your financial institution and Getaroom, any further follow up or inquiries need to be sent to *******************************************. 
  
  
   Sincerely,

  Consumer Relations 

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel room at Pagoda Hotel in ********. I checked out Pagoda Hotel's cancelation, which states: Full refund up to 3 pm, 3 days prior to arrival.I booked a room for 1 night at ****** from March 25 to 26. Booking date March 15.I thought I booked directly with Pagoda Hotel after typing in their name on my computer I got " Hotel Reservation". Within 1/2 hour of booking, I called Pagoda Hotel, and they informed me that I had booked through a third party. They gave me their number. I called and was told "their" policy is no refund on any reservations.How can the booking party "sneak in" like that with a different policy than the Hotel?

  Business response

  04/08/2024

  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 the guest thought was a direct website for **************************************************************************************************************. 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 Pagoda Hotel 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.
  
  We also recognize from the complaint that the guest requested to cancel their prepaid booking claiming that they did not authorize the transaction.
  
  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.
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way.
  
  Despite our efforts in explaining the situation, the hotel partner is referring to the terms & conditions of the contract the guest agreed to when the reservation was confirmed.
  
  Given the fact that Getaroom/PPS is financially liable for the guests reservation, we will not be able to provide a refund at this time.
  
  We regret any inconvenience or frustration that this experience has caused the guest and hope the information we provided has adequately addressed his questions or concerns. 
  
  
  Sincerely,
  Consumer Relations

  Customer response

  04/08/2024

  Pagoda Hotel cancellation policy is clear, and I understand that.  Booking a hotel room at ******, regardless from what site should not change the hotel's policy.  That is not an honest way to conduct business.  Looking for at least a partial refund.

  Tore
  

  Customer response

  04/11/2024

  I am rejecting this response because:   

  Pagoda Hotel cancellation policy is clear, and I understand that.  Booking a hotel room at ******, regardless from what site should not change the hotel's policy.  That is not an honest way to conduct business.  Looking for at least a partial refund.
  
  Tore

  Business response

  04/11/2024

  Thank you for contacting Getaroom and bringing *********************** 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.

  Upon booking, the guest has agreed to the cancellation policy of the hotel or supplier, and we are obligated to uphold the penalties set forth by the hotel or supplier. In the event that a guest contacts our customer care team seeking a cancellation with a fee waiver due to an extenuating circumstance, we have policies in place to best assist with their request.

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

  
  

  Customer response

  04/12/2024

  I am rejecting this response because:   You Pagoda is obviously in business together to take advantage of any cancellations.  Not the way to run a business. I will certainly never conduct business with either of you again.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 23 I booked a reservation for a night stay at tru by ****** in *********. The price was supposed to be 123 and some change after tax, it ended up being ******. Before I finalized my transaction I spoke to someone at the motel who told me it the extra money was for incidental fees and that I would receive a refund back. Just like the previous complaints, it looked like I was actually booking through Hilton and not a 3rd party. I have tried for 3 days to get through to the phone number i have found besides the booking one with no luck. This company does dirty advertising to make you think you're using a different site, then charges extra for no reason.

  Business response

  04/04/2024

  
  
  Thank you for contacting Getaroom 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 *********************************************. 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. 
  
  ********************************************* 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. 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 recognize 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.
  
  The guest stated before they finalized their transaction they spoke to someone at the hotel who advised them the extra money was for incidental fees and they would receive a refund back.
  
  After further review the hotel confirmed the guest utilized this reservation and completed their stay.
  
  While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. Given the fact Getaroom/PPS is financially liable for the reservation, we will not be able to provide a refund at this time. 
  
  We regret any inconvenience or frustration that this experience has caused the guest and hope the information we provided has adequately addressed their questions or concerns.
  
  
  Kind Regards,
  
  Consumer Relations
  
  

*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. ↩