I originally had a problem with my reservation, starting with I did not realize I had booked through a third party (Getaroom). When I received the confirmation, I was surprised that I was not dealing with the actual hotel, and the total was more than I thought I had booked.
My initial call, which occurred within about 30 min. of receiving the confirmation notice, did not go well - they asserted that the reservation could not be canceled nor refunded...despite my direct prior conversation with the hotel who told me that was not because of them...but getaroom would have to manage the cancellation.
The good news is that before today was over, I had a direct call back from getaroom with a commitment to satisfactorily resolve my concerns. The caller was direct, pleasant and understanding of my complaint, and criticisms. This side of their customer service was substantially better.
My advise for those who wish to use getaroom is to simply read carefully what they put on the web page you are filling out. They actually tell you what they are doing. But because of the way they construct the page and their run their process it is easy to miss those details especially if you are in a hurry. If you follow that precaution, you should do fine with them.