GetaroomReviews 6,368

I had to cancel my reservation because my car had broke down out of town, during a snow storm. So, I was stranded. I was told that I would get a full refund. I was given a cancellation number. I call a few days later because they hadn't given me my refund. They told me that I would NOT get a refund because it was a "low rate" and non-refundable. That I was taking a gamble by taking that room. I was told to call customer service. Which, I did. I couldn't get through. Kept telling me to contact the hotel directly. I finally, got a hold of getaroom customer service for them to put me on hold and told me that it was non-refundable and that I should have just used the reservation because I still have to pay for it. EVEN THOUGH, I had given them my cancel conformation code but because the lady I first talked to didn't give me a name, I was out of luck. Would not recommend, unless you want to lose out on money.

After many phone calls to GetaRoom and a barrage of complaints filed, I heard from one of their supervisors. She said she had listened to the string of recorded calls I made and agreed the company was at fault and wanted to make it right. They guaranteed the hotel booking I kept would have a free guarantee( the original booking agent told me it did but it turned out to be non refundable)and she also give me a $50 credit for my troubles. She followed through with this but I'd be afraid to book with them again after this experience. I kept one of their hotel bookings but only after I called the hotel in Italy to be sure they actually could confirm my booking and guarantee me a twin bedded room. GetaRoom couldn't guarantee this, although the agent said he'd send in a request. The supervisor was very accommodating but the booking agents can be unreliable. I'd be more careful about booking on new websites after this experience. I thought it was recommended by Trip Advisor because they linked me to GetaRoom. It's all about advertising. Bookers beware.Do your homework.

After being overbooked for my 3 star hotel I was rebooked into a 2 star, for the same price. My letter to the manager I spoke to will give you an idea of my thoughts about this business.

Giorgio,
I just got your message and want to tell you what a pathetically poor response this is. I booked at a Hilton, your company screwed up, and therefore I had to move to a lesser place, through no fault of my own and your company cant compensate me. Its as if I went to a restaurant, ordered a steak and paid for it and the waiter brought out a hamburger. The only difference is that the restaurant would not charge me the same for an inferior product, which is exactly what you are doing.
I was waiting to write my review of your business on Yelp and TripAdvisor, but I think after this response I know all I need to know. I will also be sharing this with anyone else who will listen, including the Better Business Bureau and whoever else I can think of.
What you did is considered a bait and switch, offering a hotel at a higher place and when no other options were available you got me a room at an inferior hotel for the same cost knowing I would have to accept it. I hope your sham of a company appreciates the severity of your actions. Also might I recommend your staff gets some training in the area of customer service, because you certainly have one very unhappy and unimpressed customer in me. I can guarantee I will never use your company again in the future. I suppose the only good thing to take from this is If this is how you deal with customers I wont have to worry about this for long because your company will be obsolete.

You could hear EVERYTHING the neighbors were doing... including making whoopy at 2:30am. Very distressing if you're trying to rest up before an early funeral. Pretty expensive for what you actually get.