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Business Profile

Hotel Reservation

Getaroom.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

This profile includes complaints for Getaroom.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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Getaroom.com has 3 locations, listed below.

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    Customer Complaints Summary

    • 1,875 total complaints in the last 3 years.
    • 400 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/12/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Confirmation number R4451498545 I booked a room on the web through what I thought was the **************************'s website. Not once did I suspect that I was actually on a third party website. I was completely deceived by this predatory website. The "tax recovery charges" added at checkout were double what they should be in this area as well. I need to cancel my visit due to a family emergency. But only upon trying to cancel, did I find out that the reservation was non-refundable and made through a completely deceptive third-party site. Get A Room tries to say that the ************************** has a no refunds cancellation policy, but when I called the **** directly, they said that is absolutely not true and this this is fraudulent. Looking at the vast history of complaints against this company (69 pages??!!), it's readily apparent that this predatory practice is commonplace for this scam company. I am requesting a full refund of the purchase price and "fees" that I was charged ($248.13).

      Business Response

      Date: 09/12/2023

      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 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 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.                                                                                                                                                           

      We also 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.
      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.                              
      Given the fact Getaroom 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 and hope the information we provided has adequately addressed their questions or concerns. 


      Sincerely,
      Consumer Relations


      Customer Answer

      Date: 09/12/2023

      I am rejecting this response because: no refund was provided. Based on other complaints that were filed, our circumstances were identical to other complaints that were refunded (see attached). The company has made no effort to correct their wrongdoing. Their practices of using URLs that are wholly deceitful is fraudulent and we should be refunded for this deceptive practice.

      Business Response

      Date: 09/12/2023

      We appreciate the guests feedback, and we apologize if the guests experience with us was unsatisfactory.
      As we are sure the guest can understand, reviews are subjective and often there are several factors that contribute to a customer's experience, whether that be positive or negative. However, we do take these claims very seriously and try our best to go above and beyond in order to reconcile each of these issues.
      Despite our efforts in explaining the situation, the hotel did not agree to process or authorize any refund at this time. As a gesture, despite the fact that Getaroom is financially liable for the guest's reservation, we have processed a full refund of the guest's prepayment. Please allow 5 to 7 business days for the refund of US$248.13 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

      Date:09/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a hotel room beginning of July for 2 nights.Try to cancel approximately 2 mins later due to it being a 3rd party and charging an extra fee. It was for holiday inn express in ********** **. The room was $143.65/ per night but a tax recovery of $136.73. I did not stay at hotel or was in ** those dates. **** was charged and states my money nonrefundable because I agreed to terms and conditions

      Customer Answer

      Date: 09/11/2023

      Im trying to find an address for merchant with no success. I called ***** ********** I called number that is associated with charge. I tried ****** so now I dont know who it was thru. The charge comes up on billing as CCI Hotel Res

      Customer Answer

      Date: 09/12/2023

      I called the number on credit bill not able to get thru. The credit card statement has CCI Hotels Reservation. **************** gave me a phone number not sure who is the company or who owns it. Sounds like it reservation made online

      Customer Answer

      Date: 09/12/2023

      I called the number on credit bill not able to get thru. The credit card statement has CCI Hotels Reservation. **************** gave me a phone number not sure who is the company or who owns it. Sounds like it reservation made online

      Business Response

      Date: 09/13/2023

      Thank you for contacting Getaroom 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 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 90 days from the receipt of the initial chargeback.

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

      Sincerely,
      Consumer Relations

      Customer Answer

      Date: 09/13/2023

      Im willing to wait for response from **************** I just dont think it is a five star hotel to pay over $400 for 2 nights. I tried to cancel 2 minutes later I spoke with someone. 

    • Initial Complaint

      Date:09/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to book a hotel room through their "get a room" service. their website makes it appear that one is using an actual hotel website. As such, one is led to believe that their services are similar to other hotel bookings and fees. However, their fees are exorbitant - on the order of a 50 - 100% mark-up just for processing, which they do not make clear. Furthermore, once booked, any cancellation results in a full one night penalty. No reputable hotels impose such a penalty unless canceled within 24 or 48 hours of the stay. i did not realize the heavy fees or the fact i was dealing with an intermediary right away, because many municipalities impose heavy taxes/fees on room bookings. Once i realized what was happening, i never entered the code sent to my cell phone for multi-factor authentication. in essence, i never completed the transaction. yet it went through anyway.I then tried to call the merchant's 24 hour phone line which pretty clearly was set up not to provide service. any attempt to dispute a fee just put the caller into an endless loop and then hung up. if you were to ****** this company the first thing that comes up is "Beware - they steal your money" and "this is a scam". and, another simple search revealed a D rating and hundreds of complaints filed. Something should be done about this business. I am a savvy traveler and even i was duped. one can only imagine how many others are too?

      Business Response

      Date: 09/11/2023

      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 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, any further follow up or inquiries need to be sent to ******************************.
      Sincerely,
      Consumer Relations

    • Initial Complaint

      Date:09/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/4/23 we used the service to book a room at the ****** ******* Hotel in ********* for 9/9. CCI sent ** a confirmation saying the room was guaranteed and paid for. They even included a booking reference number of *********, and a booking confirmation number of R4437893022. My **** was charged for $170.46. When we got to the hotel, they had no reservation in our name. Fortunately they had a room available and we paid the hotel for the room $102.73. So we essentially paid twice, and were overcharged by CCI to boot. The hotel suggested we try calling CCI. We did and we were put on infinite hold. On 9/11 I contacted **** to dispute the payment. They said **** would credit my money and contact CCI.

      Business Response

      Date: 09/11/2023

      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 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, any further follow up or inquiries need to be sent to *******************************

      Customer Answer

      Date: 09/11/2023

      I am rejecting this response because:   The response didn't address any issues and just kicked the can down the road.

      Business Response

      Date: 09/12/2023

      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 the hotel charged the guest directly, causing the guest to be double billed for their stay.

      While we go to great lengths to ensure all of our partners follow the proper billing procedures, incidents like this are sometimes beyond our control.

      We have proceeded to refund the guests prepayment in full. Please allow 5 to 7 business days for the refund to post.  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,

       

      Customer Relations

      Customer Answer

      Date: 09/12/2023

      I am rejecting this response because:   I do not believe they are acting in good faith, but that they are just bowing to the pressure.   On the phone they told us they were bookings.com to gain our confidence.  Then they over charged us, then they didn't put in the reservation, while sending us the material that they had.   Judging by the huge number of complaints about this firm, that confirms my lack of trust.

    • Initial Complaint

      Date:09/11/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      September 11, 2023. Tried to book a hotel through TripAdvisor website. Input my information, but when it came up with the total ($506.75) I pressed CANCEL and was redirected to the previous page. The next day, I saw the charge on my account. I called the corresponding hotel and immediately canceled the room. I require an immediate refund. I am financially drained at this point. I tried contacting the support number for the company. When searching the number online, I found hundreds of reviews calling this a scam and stories about other victims never being refunded. The support computer told me to call the hotel that was booked. No other options were available (i.e. talking to an actual person). I am going to speak to my bank on the 11th and see of anything can be done. I am desperate and need that money back. I also canceled the reservation through the offending website, screenshots attached.

      Business Response

      Date: 09/11/2023


      Thank you for contacting Getaroom 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 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 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.
      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 09/21/2023, 11:59 PM (*******/********) are fully refundable. Bookings canceled after 09/21/2023, 11:59 PM (*******/********) are subject to a fee of 1 night's room and tax. Bookings canceled after 09/22/2023, 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.
      Upon further research we have found that the guest canceled their reservation on a mobile device on  09/10/2023, therefore this reservation was fully refundable and the guest will need to allow 5-7 business days to post back to the original form of payment.
      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 Answer

      Date: 09/11/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:09/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had booked a hotel room through them on May 3, 2023 for a concert on September 9, 2023 (they immediately deducted the payment out of our account at that time). The concert was cancelled, therefore we no longer needed the hotel room. The hotel room was $489.17. We called and asked for a refund and they said we couldnt because it was already paid, they had already taken our money. We then asked if we could move the reservation and they said we couldnt because we already paid. So basically they got their money and refused to even move our reservation dates. On the website it even says we can re-book.

      Business Response

      Date: 09/11/2023

      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 was seeking to cancel their reservation due to: Canceled Concert.

      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 hotels cancellation policy which is: 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. 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. **************** contacted our customer care team seeking a cancellation with a fee waiver, however, despite our efforts in explaining the situation, the hotel did not agree to process or authorize.


    • Initial Complaint

      Date:09/08/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Did not realize I was on a third party website I thought I was on holidayinn.com I put my information in and clicked the next button I thought would be a subtotal page but it wasn't it was a page that said you were just charged ****** I would have never agreed to that amount it was for two nights at a holiday inn. I then called customer care, it was automated and I was planning on cancelling until they said I would only be reimbursed about $300 so I said do not cancel. The automated line then said ok we canceled that for you. I then got a live person on the line and told them what happened and they told me since I cancelled they can't give me a refund even when I told them that I didn't cancel the automated system did. They still would not do anything about it because " I cancelled "

      Business Response

      Date: 09/08/2023

      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 ***************************************, 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 ***************************************, an IHG 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 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 booking is subject to a ****** USD change or cancellation fee. Bookings canceled after 06/22/2023, 11:59 PM (*******/********) are non-refundable. There is no refund for no-shows or early checkouts.

      To ensure that our customers are aware of all terms and conditions and agree to proceed with confirming a reservation, we require our customers to check a box saying that they will be charged for the total disclosed amount.

      After further review, the guest canceled the reservation using the automated service, citing the reason for the cancellation as, change of plans. 
      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 refund for the cancellation charges retained at the time the guest canceled the reservation. Please allow 5 to 7 business days for the guest refund of US$****** 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


      Customer Answer

      Date: 09/11/2023

      I have reviewed the business response and accept this resolution. 

      I appreciate that I was refunded. This business should not be able to keep conducting business their website and automated phone system are set up to rip people off.

    • Initial Complaint

      Date:09/04/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: 8/18/2023 *** Paid: $274.70 Booking Confirmation: #R4404141127 Cancellation Number: C4404178332 The 3rd party hotel booking site GETAROOM.COM said (incorrectly) that there were hotel rooms available for Sept. 19th, and upon clicking the link and going to book, the booking date automatically changed to Aug. 18th (the day I was actually trying to locate a room) because Sept. 19th wasn't available, unbeknownst to me at the time.I see this as a "bait and switch" as I was under the impression, I was booking a room for Sept 19th, NOT Aug 18th because of the dates I originally plugged in and searched for. Because I made the reservation on my company's corporate credit card, I will be forced to pay my company back the full amount of $274.70.I called the hotel itself, who said to talk to getaroom.com to resolve. They said their hands are tied because the hotel partner already charged them. No one wants to own the error, and admit to the janky booking system that will inevitably get others in the same way. It's crooked, and wrong.

      Business Response

      Date: 09/05/2023

      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 that the guest thought he was booking a reservation for September 19th however reservation was confirmed for August 18th. .
      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 including check in and check out dates,  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. 
      Despite our efforts in explaining the situation, the hotel partner 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 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 and hope the information we provided has adequately addressed his questions or concerns.

      Sincerely,
      Consumer Relations

      Customer Answer

      Date: 09/05/2023

      While I wholeheartedly disagree with getaroom.com's stance, posturing, and policy, I realize I won't get anywhere with their customer service department, so there's no point in continuing. I will be forced to pay my company back for the room.

    • Initial Complaint

      Date:09/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I reserved a room from there website and was showed a price and when i reserved the room i was charged a totally different amount this website is a scam i tried reaching out numerous times and have been given the run around the amount was supposed to be $103 then i was charged 329 i immediately cancelled the reservation and then was told there was no refunds with this reservation another scam how can you allow this company to stay open

      Business Response

      Date: 09/01/2023

      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 *********************************, 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 *********************************, an IHG 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 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 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.

      After further research, a goodwill refund was offered by our customer care specialist to which the guest declined. As a courtesy, we tried to obtain a penalty waiver from the hotel. Despite our efforts, the request was denied due to the agreed cancellation policy. With this, please know that we cannot issue a refund if the hotel partner does not authorize it.

      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 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.

      Regards,
      Consumer Relations.

      Customer Answer

      Date: 09/02/2023

      I am rejecting this response because:   the statement they provided is false this company is a scam the rates that showed to reserve the room were listed at $131 and under they gave you a timer to rush this there was nothing listed about no refunds until AFTER they charged my credit caed the $ 329 i immediatley tried calling the phone numbers listed on there website i was given the run around  i was told so many lies when i finally would be able to reach an operator they even told me they couldnt find any reservation with my information the different phone numbers i tried were

      ************ ************ ************* ************* 

      i finally reached a receptionist but they would not give there full name ************** case notes # ********

      this was finally someone i thought would help but i was mistaken after spending 56 minutes on my phone they still just wanted to deny my refund i requested to speak to a supervisor and was told they werent available and refused to tell me any info on how to reach one this call was on march 13 phone number **************

      at no time was i offered any refunds this has been an absolute nightmare they should not be legally aloud to continue with there RIPPING off consumers

      Customer Answer

      Date: 09/02/2023

      just a few of there false ads

      Business Response

      Date: 09/05/2023

      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.

      As a gesture, we have refunded the guest in the amount of $57.00. 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.

      Customer Answer

      Date: 09/11/2023

      These are just a few of the items that I have saved this company would not help me at all with this situation I called numerous times they said copies of all calls would be recorded but would not send them to me also would never connect me with a supervisor so how do they think returning $57 is fair this is a scam of a business and I would like my full amount refunded 

      Customer Answer

      Date: 09/11/2023

      I am rejecting this response because:   These are just a few items I can send more if needed this was a total scam absolutely not listed any thing about cancellation and how does a room charge of over $329 be excepted when its showing a price of $131 and I have other prices that they also advertise at please refund my money in full

    • Initial Complaint

      Date:08/30/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 29 2023, we were searching ****** for the official Marriott hotel, and found what looked like it. Then we booked a reservation, where it showed the price to be CA$209.16.But the whole website is like a scammy fishing website. It appears like the Marriott official website, then it shows a reasonable fair, that of CA $209.16, and its only after you enter your payment information there's a hard to notice summary. Obviously thinking this was the real Marriott website, we didn't think there would be any surprise charges.Well, once booked, we were charged an additional CA $161.97, which is almost as much as the room, a ridiculous fee. Obviously booking with the actual hotel was nowhere near as expensive.Be careful, this website is a scam, they attempt to trick you thinking that they are the real hotel, and then charges ridiculous additional fees that are using dark UI patterns to try and hide the ridiculous fee they charge you on top of the hotel.In my opinion this whole company is a fishing attempt, and fraud. Reaching their customer support was almost impossible, and it's clear from how defensive they are I'm not the first to complain and ask for a refund.So we are looking for a full refund from this fishy website.Other buyers beware!

      Business Response

      Date: 08/30/2023

      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 the guest thought was a direct website of *********************************************. 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.
      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 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. As a gesture of goodwill we have refunded the guest tax and fees in the amount of $161.97 USD. The guest will need to allow 3-5 business days to process back to the form of payment at the time of booking.
      We regret any inconvenience or frustration that this experience has caused the guest and hope they find this gesture to be sincere and in good faith.


      Regards,

      Consumer Relations

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