Veronica W.

The only reason I even know about getaroom.com is because Kayak.com linked me up when I was trying to book a hotel room.
I had a couple of website glitches and was told that the the reservation couldn't be confirmed, did I want to try again- so I clicked retry. I did that twice (I have had connection issues with Kayak before so I didn't think anything of it), after the second time, I checked over my information, everything looked fine, I clicked retry and THIS time, it said "Oops, looks like that room is sold out".
And then I got an alert from bank letting me know that I had 3 charges from getaroom.com for the same amount all in about 5 minutes.
I called the phone number for getaroom.com and asked about it. I said I didn't actually have a room because they were sold out, and I had no confirmation number, so why was my card run three times- I had 3 pending charges. The gentleman I spoke with was SUPER nice and told me to speak with my bank and told me how to handle it. He said when charges are pending they can take 24 hours to a couple of weeks to clear. One charge, I probably could've waited on, but THREE? It wasn't a cheap hotel, it adds up.
After speaking to my bank about what I needed and how to go about getting the charges cleared, They couldn't take them out of "pending status" until they had a release code from the site letting them know that the charges weren't actually going to go through, so they could clear them. They gave me two ways to do that- I could just get a release code, or I could have the customer service rep call my bank in a 3 way call setting so everything could be verified with me on the line and they could clear it without the release code.
I called the customer service line.
This time, I spoke with Lisa.
Right away she basically called me impatient. After I explained the situation, she sighed heavily and said "You can't just wait for them to clear on their own? They take one to three business days"
I told her what the guy had said and she said he didn't know what he was saying. And then I explained that if it didn't get cleared up today, Friday, the second business day, then by waiting until the third business day, that actually pushed me over to Monday. And then the whole weekend that I had planned is ruined because my budget was screwed up due to these charges.
She then told me I had to call my bank again and get a fax number and call them back. I told her that I asked my bank about the fax number before because that's what the gentleman had told me, but they had given different options and they needed to go about it differently.
And instead of trying to help me find a compromise, or even just saying "I'm sorry, we can't do it that way" or using a nice tone, she was rude and dismissive. Everything I said was met with a sigh - and I imagine an eye roll.
It's rare that I feel the need to write negative reviews and call out someone by name, but she was the least helpful customer service representative that I have ever dealt with. I don't know if she was having a bad day or if she is always like that, but that was really unacceptable.
I will not be using getaroom.com because I can see from other reviews that I am not the only person who has received poor customer service.
I wish I had written down the gentleman's name I spoke to the first time, because he truly was very nice and very helpful and I feel like maybe he's an odd duck from the things I've read in other reviews.