ComplaintsforGetaroom.com

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  03/17/2024. $680.93 charged to my **** without my permission as I did not complete the reservation once I saw the additional charge of $243.43. Their software completed the transaction.

  Business response

  04/04/2024

  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 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. This booking is subject to a ****** USD change or cancellation fee. Bookings cancelled after 03/21/2024, 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 of goodwill on March 18, 2024 we processed a refund for the cancel fee charged back 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

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/31/23, I looked up online and called what I thought was the Americinn hotel in ********, **. It was actually the phone number for the "Get a Room" third party booking site. The agent took my reservation and credit card and when he stated the total cost, I said "no, I don't want it". He said "you don't want it?" and I said that's right "I don't want the room". Come to find out, he ran the credit card through anyway and I was charged $407.07. I called *********** credit card company and they said they would check into it but I was denied a reversal of the charge since the "Get a Room" people said I agreed to the reservation and terms and it was non-refundable. I never agreed to anything. The attached document is the response from Get a Room to the *********** inquiry.

  Business response

  04/03/2024

  Thank you for contacting Getaroom/PPS regarding the complaint *******************. 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 to 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 acknowledge that the guest claims that their reservation was booked over the phone with an agent and that they did not authorize the transaction.
  After further research we have verified that the guest secured the reservation independently, online, using a mobile phone.
  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.
  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
  
  

  
  

  Customer response

  04/03/2024

  I am rejecting this response because:   After their further research, they determined that the reservation was made online using a mobile phone and the terms were stated and agreed to before the booking. This is totally wrong! I spoke with a PERSON (a male) from "Get A Room" OVER THE ***** who made the reservation me. There was no agreement to any terms, no clicking on anything, no website. This is a scam business that charges before anything else is agreed to just to get a booking over the phone. Unfortunately, I didn't get the reservation agent's name because I did not agree to the price and ended the call with, what I thought, was no reservation.

   

  Business response

  04/03/2024

  
  We appreciate the guests feedback, and we apologize if their experience with us was unsatisfactory.
  
  Our records validate that the guest reservation was secured using the internet on their mobile device, Mozilla/5.0 (iPhone; CPU iPhone OS 17_1_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/17.1.2 Mobile/15E148 Safari/604.1.
  
  By securing the reservation online using their mobile phone device, and with our fraud preventative security encryptions, 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 to the email address that was provided during the booking process.
  
  We have validated that our first contact from the guest was with our Customer Support team on January 03, 2024. At this time, the guest informed them that they did not use the reservation. Upon review, the check in date for their reservation was for January 02, 2024, and the guest reservation was never canceled. We have validated that there is no other contact with a representative within our platform.
  
  Given the fact Getaroom/PPS is financially liable for the reservation, we will not be able to provide a refund at this time.
  
  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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was trying to book my reservation through Hilton website and I thought I booked my stay from March 15th-March 17th. I got confirmation from Guest reservations.com. All set and went to check-in, ****** was unable to find the reservation and I showed the e-mail, should couldn't locate. So they called the ******** care number **************** and asked them to cancel. They agreed and cancelled the reservation, attached is the cancellation receipt. And then, I had to pay at the check in to stay for a new reservation.I was told I will get money refunded in 3 business days from guest reservations. After multiple attempts contacting guest reservations, they are not refunding my money. I have attached my cc payment which is charged twice. Written approval from Hilton and cancellation from guest reservations. I think Get a room or what ever the company is completely fraud.

  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.  
  
  We apologize for the inconvenience the guest experienced at the time of check-in. 
  
  We appreciate the guests patience as we reviewed the inquiry with the hotel. It is important to us that we handle the guests concerns properly to help restore their confidence in our company and help bring them a favorable resolution. 
  
  After further research and with the hotels approval, we have proceeded to process a refund in the amount of $1039.78. The guest will need to allow 5-7  business days to process back to the form of payment used 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.
   
  
  Kind Regards, 
  
  Consumer Relations

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 21, 2024 booked 2 nights at the Hilton Hotel in ******** 3/24-25 The booking agent said she worked for the Hilton, I later found it she worked for a 3rd party, hotel values which I never heard of and is a part of Priceline. Res **** #R4818502480. I was charged $349/Night Plus$330.01 for tax, resort fees, cleaning fees etc. This is a scam the hotel does not get reimbursed $330 from priceline. The Priceline case escalation # is 047979120/the confirmation # is R48181502480. They refuse to refund me the money, they provided false information, they misrepresented themselves and have caused me much anxiety. I want a full refund.

  Business response

  04/03/2024

  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 and phone number 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 with a reservation specialist the guest had to agree to the terms and conditions of the reservations prior to providing 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 disclosed by the reservation specialist 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 03/22/2024, 11:59 PM (*******/********) are fully refundable. Bookings canceled after 03/22/2024, 11:59 PM (*******/********) are subject to a fee of 1 night's room and tax. Bookings canceled after 03/24/2024, 11:59 PM (*******/********) are non-refundable. There is no refund for no-shows or early checkouts. 
  
  We recognize that the guest claims that the reservation specialist identified themselves as a Hilton employee. After a thorough review, we have verified that the specialist correctly represented themselves as per company policy and did not advise that they were a Hilton employee. Furthermore, four different hotel properties were mentioned during the phone conversation. All of the hotel properties discussed are owned by different hotel brands. 
  
  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. As a gesture, although Getaroom/PPS is financially liable for the guest reservation, we have processed a refund of **$102.80. 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 the guest and hope the information we provided has adequately addressed their questions or concerns.
   
  
  Sincerely, 
  
  Consumer Relations

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PRICELINE COMPLAINT 3/22/24 PRICELINE Copied the website of **************** Resort in **********, ** and captured un-suspecting customers who thought they they were dealing with the actual resort. They posted room rates and then after the room was selected, the Pay button was pushed, there was nothing that said that they were charging a 46% increase in the advertised room rate!!!!!When I got the confirmation email, it was then that I saw the price added onto the room rate by Priceline:The room rate that I agreed to was $254.15,Priceline added an un-disclosed fee of $117.23 This should be punished by the Better Business Bureau in the form of fines.yours,***********************

  Business response

  04/03/2024

  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.
  
  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. ************************** 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.
  
  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 you find this gesture to be sincere and in good faith.
  
  
  Sincerely,
  Consumer Relations
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The name of this company is Get a Room.com. They didnt tell me they were a 3rd party booking and didnt tell me they charge a service fee. By the time I realized they already ran the cost on my credit card. I could have booked my reservation on the direct regular motels reservation line which I thought this was. This mistake cost me ****** more for service fees and they didnt do anything xtra than me making the reservation myself. I had to call and make sure the reservation was actually made at the motel. It wasnt showing up so I called them and told them Im on to them and they better get my reservation showing on the motels books. You can cancel the reservation through get a room .com but you get no refund! Red flags!!!!! The motel reservations are for April26 to 28of 2024 at the SpringhillSuites by Marriott ********** South. My name is *********************************

  Business response

  04/03/2024

  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.
  
  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 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.
  
  As a Goodwill gesture, we have refunded the guest $108.48 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

  04/04/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked a hotel at ********* LV thinking I was using their site. I cancelled my reservation and received an email confirmation showing the cancellation # R4625144036 amount *******. The first notification came from hotelvalues.com which is a scam website that is non-existent. When I called 4/2/24 to notify them that it has not been refunded they said to call my bank and hung up. I received a second cancellation email and when I clicked on find my reservation it goes to getaroom.com and also shows it is cancelled without being refunded back to my credit card. The charge shows MGM on my credit card statement but when I called MGM this morning they show no record of receiving any monies from hotelvalues.com nor getaroom.com. If I had shown up I would have had to pay the hotel directly. The phone number listed to call on getaroom.com is actually the phone number for hotelvalues.com. I have proof of cancellation from both websites.

  Customer response

  04/08/2024

  THEY HAVE PAID. PLEASE CLOSE THE COMPLAINT

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was attempting to book a hotel for one night in *******. The website is deceptive and I thought I was on the official *********** site. When the summary popped up there was an unexplained $165 fee, at which point I attempted to cancel the transaction. A message that appeared to be from my credit card company popped up and I chose to cancel the transaction, but it processed anyway and sent a confirmation. I immediately called Get a Room and attempted to cancel, but they refused citing an undisclosed cancellation policy. As such, I disputed the charge with my credit card company.

  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.
  
  We understand from the complaint that the guest researched and found what they thought was a direct website for *********** By Hilton And Suites *******-Downtown ********************************************************* . 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 *********** By Hilton And Suites *******-Downtown 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. 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 04/05/2024, 10:00 AM (*******/********).
  
  We also recognized 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.
  
  We have since verified with the hotel that the guest utilized the reservation in full and the hotel has charged the virtual card for their prepaid reservation.
  
  As a gesture of goodwill on April 3, 2024 we processed a refund in the amount of $161.43. 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.
  
  
  
  Regards,
  
  Consumer Relations

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Attempted to book a hotel directly through the hotel website in ****** ** during a cross-country move. ****** Services" uses web addresses and site design indistinguishable from that of the actual hotels, and superimposes its own contact information overtop that of the actual business. I travel frequently enough to be familiar with this hotel's website, and I was still I was still duped into unintentionally using this sketchy third party site's contact information. No indication that it was a third party, no mention of "Get A Room."Based on questions regarding specific parking needs, I called to make the reservation. The "Get A Room" or ****** Reservations" representative with whom I spoke answered questions about the hotel in a way that initially made it seem as though she worked there. When I received email "confirmation" of my reservation, the non-standard/dodgy additional fees and reservation number format cued me into something being off. I called the hotel directly (after finding the actual phone number) and they had no record of my reservation. I immediately canceled the reservation and then received notice it was non refundable. My credit card was charged the full amount instantly. Calls to the toll free number and emails have done nothing to resolve the situation. Circular, scripted, "call center" vibes. No help from associates "Honey *** ****** *** and "Danish S." I have tried to resolve the matter through this "business" for almost a week. Every time I'm told to "wait ***** hours." Tired of waiting. Dispute filed with credit card. Shameful business practices, hidden and superfluous fees that inflate final costs, terrible customer service, overall dismissive and deceitful.

  Business response

  04/04/2024

  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 Hampton Inn By Hilton & Suites ****************, ** **************************************************** . 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 Hampton Inn By Hilton & Suites ****************, 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.
  
  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 you find this gesture to be sincere and in good faith.
  
  
  Sincerely,
  
  Consumer Relations

  Customer response

  04/04/2024

  I have reviewed the business response and accept the refund.

  However, contrary to their response, I did not secure the reservation online - it was done over the phone - so the first opportunity I had to review the terms and conditions was AFTER submitting payment. 
  

  After dozens of emails and phone calls directly with this deceitful business its a shame it took a public call out for a refund. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I really need your help. My husband ***************************** made a reservation at ************************* ******** confirmation number C-****** for April 7-14, 2024 for a junior suite ocean view.I didnt know he made a reservation so I booked a reservation with my name ******************* with a company that presented itself as your hotel using same dates and room type. That confirmation number is R4828439340. Now I have a double booking!!!I am so upset. Please cancel the reservation I have made in my name with no penalty as this is definitely a double booking. I called the number that was given to me by my credit card company and spoke to **** *** who gave me a case number ******** and ******* from the third party service and they said that they need the permission from the hotel to refund my payment with no penalty. Please help me! I have spent 4 hours on the phone trying to resolve this double booking and get a cancellation with no penalty on my booking number R4828439340. I am really looking forward to spending a beautiful time in your hotel, but I really need this resolved as soon as possible! I appreciate your understanding and assistance. Thank you so much y muchas gracias. ******************* ****************

  Business response

  04/04/2024

  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 mistakenly booked two identical reservations. One reservation was booked directly with the hotel and they are requesting to cancel the reservation booked with Priceline.
  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. The hotel has offered to modify the reservation dates to another time frame. The guest will need to contact the property directly to complete the change.

  We apologize for any inconvenience this may have caused. 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
  

  
  

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