This company is working a scam at every angle.
I booked a room through Kayak, who then said that getaroom.com would handle the "customer service." After cancelling my hotel reservation well before the deadline, I was surprised to see that my "fully refundable" room had charged me a $25 cancellation fee. When I called getaroom to have the erroneous charge refunded, they said it was Disney (the hotel that I booked) who charged the fee.
I called Disney directly who pulled up my account and said that my room had, in fact, been fully refunded and that a $25 cancellation fee for cancelling before the deadline DID NOT EXIST.
I called getaroom back and relayed this information. They put me on hold and "called Disney." When the agent returned to the call, they told me that Disney refused to waive the $25 fee. I spoke with a getaroom manager who basically read from a script and said that the $25 fee was in the emails they sent out. I received two emails from Kayak/getaroom and in each, my room was fully refundable until 11/9. Since I cancelled on 10/30, this fee should not have been charged.
I called Disney back and they confirmed again that I had not been charged a fee and that they would send me an email attesting to that fact.
Getaroom.com just stole $25 from me, claiming it was Disney's charge, despite the fact that every email communication and all the fine print on the website clearly indicated that my room was fully refundable.
Protect yourselves and do NOT book with this company. If you book through Kayak, find out if getaroom.com will be handling the customer service. Not only were the agents and the manager unhelpful in resolving my issue, but they were rude. Instead of listening to what I was actually saying, they just kept repeating the same script about the $25 cancellation fee like robots.
I know it is only $25, but that is what getaroom.com is banking on- that because it is so little, people will give up. But, if they do this to enough people, they'll make a fortune. Be careful!