Getaroom
Reviews and Complaints

I booked a room at the Salisbury hotel in Hong Kong using a website that appeared to be the hotel website and was offering a good rate. Once I had paid, I realised that I had booked not through the hotel but through a site called guestreservations.com. I then received a booking confirmation from getaroom.com for a much higher price than I was aware of when I made the booking. The room was advertised at £100 per night. Getaroom added £40 per night for 'taxes and charges'. In total, I paid about £250 more for my stay than the price available on other reservation sites. Getaroom appears to work with guestreservations to trick people into thinking that they are booking through the hotel and to hook them with an attractive rate before stinging them with additional charges that are not presented clearly before payment is made. I have contacted getaroom's complaints department twice but haven't received a response from them. (In response to my review on trustpilot, getaroom claimed that they were not connected to guestreservations. This is despite the fact that I received a booking confirmation from getaroom for the reservation I made on the guestreservations site.) My advice to others is to be particularly vigilant when booking rooms to make sure you are not doing so through either of these sites.

I had a Tax Recovery Charges & Service Fee of $74.68. The original price for my room was $179. Bringing my total to over $253. After being on hold forever and then being hung up on..I finally sent an email. I got a generic reply saying over and over again about how you felt you weren't being deceitful and you understand it can be confusing but this was in the term and conditions that I had agreed upon. First of all I honestly thought such a HUGE service fee charge would be refunded upon hotel check out if all was in order. But evidently you have excuses and so called validations for keeping this outrageous amount from your customers. Yes it was very confusing. You people knew what you were doing. I will report you to every place I can possibly report you too. My reservation is for the coming Wednesday, May 1st. If you would like to make things right and allow me to cancel my reservation without being charged I will be good on my end...despite the inconveniences and frustrations this has caused. Monica Price Confirmation Number: R1477352710 Please make this right!

confirmation number R146784914

Best Western Coral Hills St. George UT

My visa was charged on April 20, by your company for the amount of 152.83 cents

My visa was charged by Best Western on April 20 for 94.00, I called the hotel and they informed me that only the reservation was made by Getaroom with no payment arrangements were made between them and you.

My visa has a pending charge for the same room by your company for 151.45

Please look into this matter and refund my visa immediately.
please call me at [protected]

I do realize that that weekend was very busy your agent tried to book one room and it was gone before she was through, then she booked another room. No matter how busy this type of mistake should never occur.

thank you Sandra Dowdall

HORRIBLE! April 13th on the road, wanted to stop for the night with bad storms rolling through. This one reservation turned into TWO hours of headache and cost me $392. I wanted a HILTON hotel as Im a Hilton Honors Member. I called what I thought was HILTON and was led to believe was HILTON! Booked 2 rooms, 4 people in each room, need 4 beds...easy right? She booked me in a double King saying it was 2 king beds in each room, I questioned her over an over and guess what...we had ONE king bed and a small couch in the room. My first phone call back it was suggested that we sleep 3 people in the bed and one person on a couch...UM NO. Unacceptable. Change my room. NOPE can't do it. Transferred to the rudest woman ever who basically didn't give a rip and said she would refund my money in 10 days. Shelled out another $300 for rooms again at the hotel. Here is the kicker...was on hold for an hour while sitting in hotel lobby, the getaroom rep telling me she is calling my hotel. She keeps coming back telling me theres a high call volume etc. Finally.. after 6 hrs in the car in .the empty lobby and the phone rings, first call Ive heard to the hotel in an hour and it's getaroom calling the hotel FINALLY AFTER ALL THE WAITING...MY BUTT! I was on hold while she got her kicks and giggles. She wasn't calling the hotel at all. Im so thankful the reservation clerk at Hampton Inn got to see what they were doing. Disgraceful. They tell me they refunded my money, my bank says no they haven't, they say sorry not their problem. Can't even find me someone who can help? They made me mistake...I'm just waiting on my money.

I made a reservation on your site [which I originally thought was booking directly through hilton, as that's what it was made to look like on google]. Once booked I realized I booked the wrong hotel for a wedding party this weekend, and only minutes later I contacted customer service for a refund/transfer and was told there was nothing they could do. Mind you, I accidentally booked hilton garden inn south in sioux falls, instead of hilton garden inn downtown. I realize the disclaimer said non-refundable but come on! I booked the wrong hotel on complete accident, and guestreservations.com/getaroom is too hard up on funds to help me make it right? Keeping my money and any other poor travelers' is only going to guarantee never booking through your site again. I recommend a little leniency for honest mistakes in the future. I am extremely disappointed with your company's lack of guest services. Stay away!

I am very upset.

I booked rooms in mid February on what I thought was the hotel's reservation page. That same afternoon, I called the hotel to ask for a price adjustment as my sister had secured a discount for us since we were booking many rooms for an engagement party. That is when I was told I had not booked directly through the hotel. But the agent said it wasn't a problem and she cancelled my original reservation which was 100% refundable if cancelled within a certain time which it was. She gave me a cancellation number. And then rebooked us at the lower rate with a new reservation number.

WhenI got my AmEx bill in mid March with a charge from getaroom I immediately called AmEx and they issued me a credit and said they would check into my dispute. I had never even heard of getaroom.com. I then called reservation desK where I found out that my rooms were actually booked through getaroom.com. My original email confirmation from reservation desk has absolutely no reference to getaroom.

They gave me your number to call. After being transferred back and forth between several agents, they confirmed what I told them, that the rooms had been cancelled in the correct timeframe and I wash titled to a refund. But the agent Also said they couldn't do a second refund since AmEx had already credited me which I was fine with since I got a credit.

Today I received a letter from AmEx saying that getaroom has disputed the credit and so the charge would be reissued for me to pay. I called getaroom and the agent I spoke to again agreed the rooms had been appropriately cancelled and everything was in my file including the cancellation number. He then transferred me to a customer service agent for her to refund or so I thought. The lady refused to help me any further. She was rude, rude, rude and only kept saying I would have to contact my bank card company. She refused to give me any other information or explanation.

I have called AmEx again and told them I absolutely refuse to pay this charge so another dispute has been filed. I would like this rectified.

Fraudulent, scammers and hotel imposters. They misrepresented themselves as the official booking site for the holiday inn. They over charged my account.in addition their customers service agent "del" was belligerent and attempted to over talk me. The supposing supervisor "kasey" was nonexistant. It appears they have a home base in texas, so I plan to report this bogus company to the bbb (better business bureau). Also as a holiday inn ihg member I am calling corporate to ask how they are connected with these unethical, fraudulent, scammers. I wish I could rate them less than 0. Please steer clear. Warnning.

4/18: Made reservation (R1466052425) with agent of Reservation Counter (I did not realize it was not Hilton) for Hilton Garden Inn in Appleton, WI in September. While reviewing the terms of the reservation, ($1000+) agent told me that reservation was non-refundable - I immediately asked that it be cancelled because it was billable immediately and I need to confirm with the client. Agent said she could not cancel because it was non-refundable. I asked to speak with supervisor, 'Christian', who told me it was policy to never to refund a non-refundable. I told him that I asked for cancellation within seconds of making the reservation. He refused. I called the Hilton Garden Inn and they said to inform Reservation Counter that they have given authorization to cancel. Again on phone with 'Christian' and he refused.
No wonder there are so many complaints about Reservation Counter/Getaroom. All I want is my money back - they have already charged my Amex for $1000.

I needed to reserve a room at the Holiday Inn Express in Mesquite Texas for a conference I was attending. Online, I clicked on what appeared to be the hotel's website, but ended up on Getaroom.com/guestreservations.com
The agent answered with "guest reservations" which seemed logical to me. She quoted a rate of $96.50 per night for four nights for a total of $589.61. I did not do the math in my head and agreed. She sent an email confirmation where I found out the taxes/fees were $203.61! They provided no breakdown of the fee total in the email or on the protest call I made. They said it was policy.
I then called the actual hotel to ask what their rate with taxes/fees would be which was $438.18. What a scam getaroom is! I checked my VISA and sure enough I was charged $589.61, but the hotel had no reservation for me.
I am calling the Better Business Bureau, my credit card company and the hotel to ask them not to honor any more of getarooms' reservations.
I have called three different numbers for getaroom and each time the wait is 30 mins. And each number I called landed me at the same automated menu, same voice, same wait. They only offer a one-time refund of $38 (10% of my reservation--room only). I declined on principle. What a scam!

Getaroom/CCI*Hotel Res charged $87.59 additional on an essentially $160 room (before the expected, usual state taxes and hotel service charges), and did not disclose that add-on charge before I confirmed the credit card information. They also claim a no cancellation policy, when the hotel chain itself, has a liberal cancellation policy. This is a fraudulent company. I called them back within 15 minutes on 3/23/19 regarding this extra, fraudulant and was denied any cancellation or refund.

Getaroom charged $60 extra on a $140 room, and did not disclose this charge before I confirmed the credit card information. They also claim a no cancelation policy, when the hotel has a liberal cancelation policy. This is a fraudulent company.

I called directly within 15 minutes of the reservation and was told that the fees were non-refundable. I plan to dispute the charge with my credit card company once it posts.

In the meantime, I want to alert others about the dishonesty of this company.

I booked a room for my client in January 2019 thinking I was on the Hilton site. I didn't realized they had pretended to be the Hilton. Later I called the Hilton hotel to ask about some services and they had no reservation for my client! I had already been charged over $500, they never made the reservation and refuse to give me a refund.

They say it is the hotel's policy to not refund when the Hilton's policy is that there must be over 24 hours for a cancellation. I was cancelling two weeks early.

So, they get to steal my hard earned money having never actually done anything to earn it and with no recourse.

Scam, scam and scam. To say that I am angry and frustrated is to not even touch the surface of what I feel. I'm doing a bad review on them everywhere I can so others are warned.

My wife was ooking for a room, for my business trip, at the Ramada Gateway Service near London on the M1 - we saw a room advertised with what was seeming to be Ramada - clicking on this, we were directed to guest relations and was offered a best price guarantee of 38 euro for the room. She went through the process and booked this to find that the receipt came out with a much higher price - some 30 euros extra. I checked my card and fount that £59.99p had been taken. We had already seen the room on booking . com for £39.00 - fully inclusive. I asked her to book this to secure the price - this was done.
I then proceeded to contact the "getaroom.com" customer services, with the sole aim of getting a refund - using the provided numbers and choice for an existing reservation, they refer you to the hotel directly, who, in turn refer you back to the "booking website". However, when choosing "new reservation" a person appears - they said that the additional fees were for local charges, taxes and resort fee + their commission. Noting that the additional charge was some 30 euro's extra to the room cost advertised - this seemed very high, I commented that this was rather high - however, the customer services operative simply kept repeating the well rehearsed company statement fo the reason for said charges. I asked for a dull refund and this was refused - hiding behind terms and conditions (12 pages of very small print!).
I then asked about the "best price guarantee" - after some 20 minutes later (phonemail from France to US), this was refused as the rooms were not the same - I had booked a double room on both sites but apparently the one they were selling did not have disabled access - my hotel.com booking did have this access - the difference negated any price match offer.
My advise - steer clear of these "rogues" - they pretend to be the hotel you are looking for, tempt you with a low price, then add on a massive fee - blaming the hotel for this "surcharge".
My plan is to get my credit card company to claim back the payment - wish me luck?

Watch out for this second-party booking agency. While shopping for a Holiday Inn Express in Brighton, MI I clicked this site (called guestreservations.com) thinking it was a Holiday Inn booking web address. What appeared was a very generic site with the Holiday Inn Express title and address on top. Very realistic imitation! The advertised price was $144. A charge of $190 showed up on my credit card. This company charged $46 for taxes and "service fees". I tried to cancel the reservation over the phone and had no success...the booking agents were neither sympathetic nor inclined to offer any assistance. They had my money and that was that. I wouldn't label the company as "fraudulent" or a "scam", but I certainly felt deceived. Book directly with Holiday Inn Express or Orbitz...cheaper, easy to cancel the reservation.

Why would anyone use this service? I will be so careful to avoid them. Terrible! I booked a room at comfort inn lga, (conf. # r1345816704) did not know I was on getaroom.com site (they called it "guest reservations." and I thought I was at the hotel website. They got the month wrong, feb 2 instead of mar2, which I did not notice in the return e-mail, so when I arrived in march I had to pay for the room again, which was $127.45. Getaroom had charged me $168.27 on jan 12 when I made the reservation for march 2, the extra money being for service fees (below from their statement): outrageous. I feel taken and would like some kind of refund.
What are tax recovery charges & service fees?
This charge includes the estimated amount we pay the hotel for occupancy related taxes owed by the hotel and any amounts charged to us for resort fees, cleaning fees, and other fees. The balance of the charge is a fee we, the hotel supplier and/or the website you booked on, retain as part of the compensation for our and/or their services which varies based on factors such as location, the amount, and how you booked.
Booking ref. Number
[protected]

This reservation service charged a significantly high service fee and will not give me a refund and cancel my reservation. The service represented themselves as Hilton but they are not Hilton and charged me a lot more than Hilton. I requested a refund or a fee adjustment to be more in line with what the room rate plus taxes should have been but the representative was unwilling to work with me.

We booked two rooms for two nights because they said free cancellation. They are lying to their customers and their site is very misleading. We did not want to cancel the reservation, only modify the departure date - well within the 48 hours listed on their policy. They said we could not do that without a charge, because the original reservation would need to be cancelled and a new one made. The check in date was past the 48 hours so we are stuck with two nights at an expensive hotel when we only needed the first night. I will never use this company again. Stay clear of them and do not believe their advertising. They were no help when I called. Such a ripoff!

I booked a room through "getaroom" for tonight 2/24 at the Hampton Inn, Albany, NY. The weather cancelled the job and it was moved to Thursday the 28th. I tried to move the reservation to the 27th and was told it was not cancellable. I have to pay regardless. I made the reservation directly with the hotel and will never use "getaroom" again. Terrible service reps. Poor English and apologies every other word. I was never informed of the non-refundable nature of my reservation. Conf. #R1391355116

While driving back from my mother-in-laws funeral, we decided to get a hotel in Washington, PA. My wife did some searching and then called the number for the Hampton Inn reservations. The person answered the phone "Hampton Inn". We requested a room, was quoted a price per night of $98 with tax and fees making the total $132. My wife was told the taxes in that area were very high. When she inquired if there were something less expensive, she was told there was another property they had that was just like the Hampton but had a Valentines Day special going on and the price was a total of $93 for the room. My wife asked if the property was as nice as the Hampton and had a full breakfast and was told yes.

When she booked the room and was asked for a credit card to hold the reservation, she used our American Express. After hanging up and getting the name (America's Best Value Inn) and address, my credit card was immediately charged for the full amount.

I thought this weird, as my cc should not have been charged until I checked in.

When arriving at property (late after a day of memorial service and driving) we found the property completely run down. When checking in, I discovered (as the clerk explained it to me) that getaroom.com charges my card, and then prepays the room on their mastercard. The rate for the room with taxes was only $63 - yet I was charged $93.

I called American Express to fight this, and in their investigation it was noted that I had agreed to a "no refund clause" which we did not.

This outfit is a complete fraud. They are disingenuous and one could claim they outright lied to us. They gave the impression they were the owners of the Hampton Inn in Washington PA and that they had another property they owned that was just as nice. They preyed on the fact that my wife had indicated we were tired and had been driving most of the day. They charged my credit card immediately and lied that we had agreed to a no refund clause. They claimed the the property was having a Valentine's Special - they were not.

American Express is unable to do anything about this since they have the no refund clause.

Please beware.

On 2/8/19 I booked-supposedly-a room at circus circus in las vegas with getaroom and agent named "jack" under #r1375649160 total of $390.56 already charged to my credit card. Also requested the manor and a room with 2 queen beds.
My email confirmation shows reno circuscircus and in the sky tower. At no time whatsoever did I request nor seek any information nor reservations in reno.
Upon receiving my email, I have attempted to discuss same with getaroom. To this time I have been hung up on twice (apparently their agents do listen just talk-as seen in my original reservation and in trying to correct the same a day later). Getaroom phone message is a two minute wait, at this time I have wasted well over 1 hour waiting for some individual at their "supposed communications center" to talk to me.
The reservation is as of 2 1/2 hours after I started trying to correct-still wrong.
Regardless of how this is corrected, I will never do any business with getaroom ever again, and if circuscircus continues to use getaroom for their reservations, I will ceased stay at that location.
I want this reservation corrected or fully refunded. I will not paid a $25 cancellation fee to the inept getaroom site.