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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 5 locations, listed below.

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    Customer Complaints Summary

    • 1,876 total complaints in the last 3 years.
    • 404 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:07/19/2023

      Type:Billing 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.
      Went on line to book a room. The website mimicked the hotel website. I was quoted a price of $135. I gave the website my credit card information, and after they charged my card they gave a price of $206. They had already paid the hotel, and the hotel would not cancel the reservation. My reference number was #R4338299964. This is fraudulent. The hotel chain should not be accepting payment from this organization.

      Business Response

      Date: 07/19/2023

      Thank you for contacting Getaroom regarding the complaint from *********************. We regret that he experienced a level of service that did not meet his personal expectations and ultimately prompted him to file a formal complaint.
      We understand from the complaint that the guest researched and found what he 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 ************** ********** 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 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 hotel's 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. As a gesture, we have issued a refund of ***** to the original form of payment. The guest will need to 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.

      Customer Answer

      Date: 07/22/2023

      I am satisfied in that Get a Room refunded me the extra charge that they put on my credit card. However, I am entirely dissatisfied that I had to file a complaint with the Better Business Bureau to get the money back I was fraudulently charged. Their business model, which is to emulate the hotel chain, give a price, collect credit card information, then charge the card before they inform the consumer that the actual price is 55% higher than that quoted, with no mechanism for cancelling the transaction, is entirely fraudulent. If any corporation did this, such as Amazon, they would be charged with a felony. Get a Room should be put out of business.

      Customer Answer

      Date: 07/22/2023

      Giving a price, collecting credit card information, then charging the card 55% more than the quoted price before telling the consumer of ****** charge, with no way of getting a refund, is an entirely fraudulent practice. Forcing me to file a complaint with the BBB to get my money back by no means changes this. Hopefully you will be put out of business. You are committing a felony.

    • Initial Complaint

      Date:07/19/2023

      Type:Billing 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 May 31, 2023 I booked a hotel room at the Double Tree Hilton in ******** **, for July 2 at $600. I thought I had booked directly through the hotel website. Confirmation #Q1HD5V. Confirmation #R4240983220. Once Id made the booking I was informed about additional fees and something didnt feel right. I phoned the hotel directly and was given a much lower price ($460.21)I went back to the Getaroom site and immediately canceled. The Hilton allowed cancellation by June 27. I received an email from getaroom acknowledging my cancelled on the same date as my booking but charging me $600 to cancel. Obviously this is unacceptable. Id like your help to obtain a refund.

      Business Response

      Date: 07/20/2023

      Thank you for contacting Getaroom regarding the complaint from ***********************. We regret that she experienced a level of service that did not meet her personal expectations and ultimately prompted her to file a formal complaint. 
      We understand from the complaint that the guest researched and found what she thought was a direct website for DoubleTree by ****** Hotel & Suites ********l. 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 DoubleTree by Hilton Hotel & 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.
      By securing the reservation online you 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.
      While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. However we have confirmed the guest booked directly with the hotel. The hotel confirmed they charged but would be willing to waive the penalty. As a gesture, we have refunded the guest in full. The guest will need to 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.

      Consumer Relations

    • Initial Complaint

      Date:07/19/2023

      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.
      Added a $101.46 tax recovery fee that wasn't stated until after I added my card for payment. The hotel didn't know anything about such fee.

      Business Response

      Date: 07/20/2023

      Thank you for contacting Getaroom regarding the complaint from Danny G****** We regret that he experienced a level of service that did not meet his personal expectations and ultimately prompted him 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.
      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 $75 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.


      Kind Regards,
      Consumer Relations

    • Initial Complaint

      Date:07/17/2023

      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.
      Similar to the below comments, I was also unknowingly and deceptively re-directed from a hotel booking website to a carbon-copy of the hotel booking website. I THOUGHT I was booking on the Holiday Inn website, and was shocked to receive my confirmation from getaroom.com, and learn that there was a no refund/cancellation policy in place. This was NOT CLEAR during the booking process and when I tried to cancel (5 weeks before the actual travel date), the customer service is impossible and infuriating. In addition to learning about the no cancellation policy, there is also a significant markup with service charges and other fees. It is absolutely a fraudulent business model. DO NOT USE THIS SITE to book. I feel absolutely scammed.

      Business Response

      Date: 07/17/2023

      Thank you for contacting Getaroom regarding the complaint from ***********************. We regret that she experienced a level of service that did not meet her personal expectations and ultimately prompted her to file a formal complaint.


      We understand from the complaint that the guest researched and found what she thought was a direct website for Holiday Inn Express Hotel & Suites Chatham South, an IHG Hotel . While we understand that internet search results can sometimes be confusing, rest assured, we are authorized to provide our discounted rates through various sources, suppliers, and affiliate partners. Holiday Inn Express Hotel & Suites Chatham South, 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.


      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 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: This reservation is non-refundable. There is no refund for no-shows or early checkouts.


      While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. As a gesture, we have processed a refund of CA$582.50. 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.

       

      Consumer Relations


    • Initial Complaint

      Date:07/17/2023

      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 went to book a room directly from the ********************************. We were sent to a third party booking who fraudulently overcharged ** for a room. When seeking to cancel the reservation and request a refund the business fraudulently said the hotel was unable to cancel our room when in fact we have a voicemail and discussion with the hotel was able to cancel our reservation and refund us.

      Business Response

      Date: 07/17/2023

      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 from the complaint that the guest researched and found what they thought was a direct website and phone number for ********************************, 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 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: 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 to the hotel in connection with the reservation for taxes owed by the hotel including, but not limited to sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel.

      The amount paid to the hotel in connection with the reservation for taxes may vary from the amount we estimate and include in the charge to the guest. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of the reservation.

      While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. After further research and with the hotels approval, we have processed a full refund of the guests prepayment. Please allow 5 to 7 business days for the refund to post to the payment method provided at the time of booking.

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

      Sincerely,
      Consumer Relations

      Customer Answer

      Date: 07/17/2023

      I am rejecting this response because: the representative did NOT provide the full fee breakdown before the reservation was finalized and actually even said I cant see the full breakdown on my end. This conversation was recorded. 

      Even though we will supposedly receive a full refund (I will believe it when I see the refund) I still think this business has deceptive practices such as not letting the customer ask questions but instead ******* to book the reservation  rather than giving the customer ample time to ask questions. This is all recorded so the BBB can listen for themselves.

      They also were not consistent in their policies. For example I called at least 5 times today regarding this issue and at the 4th call is when they asked to speak with my husband as the reservation was under his name. Another time the representative acted like they could not hear me when I know they could and disconnected our call. 

      This company misrepresents themselves by speaking unclearly, too fast and ******* the customer to agree on things they dont understand. *** never complained to the BBB but this situation made me feel dirty, deceived and frightened for those who are older and cannot speak up for themselves. 

    • Initial Complaint

      Date:07/17/2023

      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.
      When trying to make a reservation on IHG I was unknowingly redirected to get a room website. This was identical to IHGs ******************. I was then charged $200 more than what the nightly charge indicated and they will not allow me to cancel or change this reservation. This website misleads who they are.

      Business Response

      Date: 07/17/2023

      Thank you for contacting Getaroom regarding the complaint from ***********************. We regret that she experienced a level of service that did not meet her personal expectations and ultimately prompted her to file a formal complaint.
      We understand from the complaint that the guest researched and found what she 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 ************************************************ 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 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 show the guest contacted our **************** to request a modification of the dates. We advised the guest this is a prepaid reservation. Our system is not capable of processing any changes once the reservation has been made. As a gesture to resolve the guest complaint, we will refund the guest ******. Please allow 3-5 business days for the refund to post to the original form of credit. 
      We regret any inconvenience or frustration that this experience has caused and hope the information we provided has adequately addressed her questions or concerns.

      Consumer Relations

    • Initial Complaint

      Date:07/17/2023

      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 was fraudulently charged on March 18, 2023 for $5,363.41 for a transaction that did did not I authorize. I have been dealing with this since March 19 when I noticed the charge! I immediately called CCI and requested a charge back because I did not authorize this transaction, and they told me they would give me 10% II asked to speak to a supervisor, and they told me one was not available - this sounds about right given everyone elses complaints. I called the hotel and they told they had a reservation but it was through Expedia. I called Expedia and they did not have a reservation in my name. I immediately called my ***** Fargo to open a case. The case was originally won in my favor because CCI did not get back to them. Well apparently they got back to them at a later date and the charge was back in my card. I opened the case back up again several times and I asked for proof that I entered this transaction and the security code from ***** Fargo, which was NEVER entered. Fast forward to today, and I received a document that actually has incorrect billing info but the back wont refund me. This is absolutely criminal and should be taken to the states attorney general. I have been pushed around with this criminal act. I am outraged. I now have proof that a authoritarian code was sent and never entered and proof that the billing info is incorrect on the so called transaction that I made. I wasnt even going to be in the state where this hotel is for the dates listed in the this bogus reservation.

      Business Response

      Date: 07/18/2023

      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 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. 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 you 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.
      March 18 the guest contacted our **************** and stated she made the ********************, however booked it in error. The guest was offered 10% compensation to which she declined. The guest was advised the reservation was non-refundable. 


      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. While we realize the process may be confusing, we do not feel we deceived or misled the guest in any way. 


      The guest filed a chargeback on the transaction. The dispute was won in our favor. 


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


    • Initial Complaint

      Date:07/17/2023

      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.
      I booked a room on getaroom.com for one night at a ****** Hilton for $313.89. I had never used them before but have used expedia, hotels.com and booking.com without issue. I canceled the reservation within four minutes (included documentation showing time stamps) b/c Hilton provided parking in the reservation for only $40 more. I received a status canceled email (provided proof of that as well). I didn't think about it again. When we arrived at the hotel on given day, ****** informed me I had two reservations. Getaroom never canceled my reservation and charged me for the room. To date, I have paid for two rooms.When I immediately reached out to them, they told me they need to investigate and they would try to offer me a "courtesy credit" which they later said was impossible. Over the last few months I have been trying to get the credit through a billing dispute via Citibank. Citibank had to deny my credit because Getaroom's unethical business practices were protected by their legalese. From a moral perspective, each of Citibank representatives to whom I spoke, were sympathetic to my plight. I am truly shocked by Getaroom's policy and lack of customer service. I am annoyed and bewildered that I have had to fight for this credit at all, let alone for this long. This request is both one of financial necessity as well as on principle.Booking Confirmation #R4083299283 Please help to resolve this in my favor. I see many other complaints that are similar. Getaroom needs to revise their customer service--instead of cheating people to stay in the business they could do right by people and build a loyal clientele who enjoy their services.

      Business Response

      Date: 07/17/2023

      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 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.


      By the customer filing a chargeback on this transaction, this case was handled by our *************************** We have verified that the dispute was won in our favor. 


      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 refund of US$313.89. 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.

      Kind regards,

      Consumer Relations


      Customer Answer

      Date: 07/18/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:07/17/2023

      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 made a third-party hotel reservation for ********************************* through Getaroom on May 26, 2023, for $292.06. I tried to look up my reservation on the Hilton website and contacted the Hilton customer service when I couldn't find it, but they told me that my reservation didn't exist, so I emailed the Getaroom customer service multiple times for a refund - I have received no response from them.

      Business Response

      Date: 07/17/2023

      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.

      After further research, the guest has been refunded for the full amount of their prepayment (US$292.06) on July 17, 2023. The guest refund was processed through **** via Rapid Dispute Resolution. The refund will reflect to the account associated with the **** card ending in 1188.

      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

      Date:07/17/2023

      Type:Billing 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.
      The transaction happened on 7/14/23. I was booking a motel room that was advertised for $159 a night. It was not stated anywhere that I would be charged an additional $79.38 tax recovery and service fees. These additional charges did not show up until I submitted my credit card information and the transaction was complete. I immediately called ************ to cancel the reservation and was told it was non refundable which I never saw when I was booking. I talked to a representative and asked to talk to his supervisor but never allowed to. This was false advertising!!!!

      Business Response

      Date: 07/17/2023

      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 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 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 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, we have processed a refund of US$47.00. 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

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