GetaroomReviews 6,370

Terrible service, dishonest representation of cancellation policy. For a $ 224.00 room they added a 117$ service fee. I immediately called to have that canceled and they told me the hotel had a no cancellation policy. I called the hotel and they immediately canceled it while they said they did not have that policy at all. I tried to call getaroom and they still posted it to my account. I spent five or six phone calls and over an hour to resolve the situation. It was a brutal experience and I would never... ever... use these people again. TOTAL RIP-OFF

Just submitted this to their complaints board: My name is ***. On July 9,2019 I thought I Quality Inn's reservation service to make a reservation for Oct 21-24,2019 but I ended up with Getaroom.com (which I didn't find out until I received my email confirmation). My reservation number is ***. The representative who took my call advised that I was being given a rate of $350.55 for the 3 nights plus taxes. I was advised that this was a "guaranteed best rate with at least 15-25% discount". I was also told that to get that guaranteed best rate the room would be non-refundable. If I wanted a refundable rate I would have to pay more money. After I agreed to the non-refundable rate and provided my credit card info, I received an email stating that the taxes and "recovery charges and service fees" was $157.22 additional. After checking the actual hotel web site, I discovered that the taxes and fees totaled about 30% of what getaroom.com charged me. Getaroom.com charged nearly an additional 50% of the hotel rate instead of discounting it. I believe this is blatant deception and I that I should be refunded a significant portion of those fees.
I just got off the phone with the Quality Inn in Gatlinburg and was told that the total for my room was $329.13 including taxes and fees. That means that getaroom. Com charged me $178.64 more than the motel itself would have charged me if I had gone to them directly. I expect a refund of most of the extra charge!

I made this reservation on a website which I thought was Omni Hotel. After getting the confirmation I found I was charged $294.07 for taxes and service fees! I was shocked to see this! This was more than a one night stay. This is false representation of the hotel website. I am a senior citizen (not that it matters) and I feel like I was scammed! I've made several reservations online and this has never happen to me before. You should be ashamed of yourself and your company!

*Update* GetaRoom contacted me after this post. They did refund my reservation in full and I booked directly with the hotel, at $3 less per room rate and only ~$16 in taxes with just over 2 weeks notice (as opposed to 3+ months). I don't know what is going on with getaroom, but them or a marketing affiliate of theirs is clearly adding high fees ($40 per room in my case) and not making it obvious where you are getting the room from. Most bad reviews I saw had the same story as me: 1) Didn't realize they had landed on getaroom.com - thought they were on the hotel site 2) Had ridiculous service charge fees either well hidden or not shown at checkout 3) On paper gave up the chance at a cancelation - although they reversed that for me.

Insanely high fees & false cancelation policy statements
Insanely high fees. This site had a hotel RATE at $10 less than I found elsewhere, but when I went to checkout, they charge $56 for taxes and fees. I booked it directly from the hotel and taxes were only $16 a night (there are no fees direct). So if you want to "save" $10 on the rate, but then get charged $40 more for fees - this site is for you! I booked the room directly with the hotel for a net $35 less than this site.

The cancelation policy states that getaroom applies the same policy as the hotel you are booking: "Each room in this reservation is subject to the hotel's cancellation policy which is: This reservation is non-refundable." This is false. The hotel's cancelation policy is actually: "Cancel before 6PM day of arrival to avoid a 1 night charge plus applicable tax."

Site mirrors the hotel website so you think you are booking with the actual hotel. Booking website didn't even say Getaroom.com until my confirmation email but rather Guestreservations.com. So I thought it was the Hyatt Regency's guest reservation site. It also stated the room was $169 and my confirmation email had another $83 in fees. You could not cancel the reservation. However, upon writing my original one star review, I was quickly contacted by customer service and was refunded $50 of my $83 fee.

Their web site is a bit devious in that you really don't know your dealing with for reservations. Thought I was booking direct with Travelodge Inn & Suites by Wyndham Deadwood SD only to find out that I had been directed to this company. Tried to call the number on the confirmation at GetARoom and they have no record of my reservation, however it was charged to my credit Card. Had to eat the $300 dollars plus. Now working with my credit card company to get my money back. The room was not up to Wyndham Gardens standards, badly needs remodeling, morning breakfast ran out of food two days in a row, very noisy not very clean.

Please do not use this site. I used it and then requested a receipt with a zero balance because this was the only way my employer would reimburse me, they would not send me the receipt only a confirmation receipt showing what I paid. After much begging and pleading with my employer they reimbursed me with the exception of the $200 something dollar tax recovery amount because it was excessive and the hotel would not have charged that amount. Beware! Rip off.

Somehow in searching for a room i got kicked over to getaroom for booking. I should have questioned the price from the beginning but didn't realize the outlandish price until comparing with my nephew who booked the same hotel with the same room the same dates for 1/3 the price. They changed me $142/night even though the site said the room was $129. OK that should include taxes and fees - right? WRONG thy then charged me another $192 in additional "taxes and fees" so the $129/night ended costing me $205.91/night!
Update 6-28-2019:
After I returned home I called to see if I could get an adjustment for the excessive fees. Did not get very far with the initial contact but did get promised a senior advisor would call me back. Lo and behold I did get a call back and after pleading my case was able to get a $125 refund of the $192. So at least their customer service was responsive and did the right thing. Still can't say I would recommend them in all situations but based on other reports for this company they can prove valuable.
I was called back by the

Less than 15 minutes ago my husband and I booked a hotel reservation through this website. The confirmation email that we received was incorrect. The reservation had an extra day added and the rate was $18 more than the rate that I was quoted when making the reservation. Within 5 minutes of receiving our confirmation I was on the phone with a representative who was telling me that it was going to cost $177 to cancel my reservation and rebook. I informed them that I didn't want to cancel my reservation but to have the additional day removed. I was told that it couldn't be done, I had no other options and in simple terms I was receiving NO customer service. After I let the individual know that I would be writing this review, calling the BBB and holding until I could speak to someone who could assist me (he put me on hold for 10 mins) he came back on the line and offered to call the hotel as a one time courtesy on my behalf and see if they would allow him to assist me. The hotel agreed and I was able to have the extra day removed without the $177 cancellation fee.

I own my own business. I could NEVER imagine treating a customer like this and ever expecting any sort of repeat business. For this very reason, I will not book through GetARoom again. A customer should never have to go through this sort of treatment and frustration. I am relieved to have the issue resolved but it doesn't excuse the treatment and experience that I had to go through to get my issue resolved.