Getaroom review: Customer service

I booked a hotel room through this service and paid in advance. When I checked out, the hotel told me they had only kept my credit card on file and had not actually charged it and so I paid. When I looked at my statement I had been charged in advance and again.

I called up book a room and was told they would contact the hotel and refund me for the double charge. No response. When I followed up I was told they needed to see proof, so I sent screenshots of both charges. I was then asked for pdfs, which I also sent. Then asked for the dates, amounts and last 4 digits of my credit card - all of which are on the pdfs and screenshots sent. I also sent the hotel receipt and several follow up emails. All of which were ignored.

Finally I call again to be told to they could not see the docs I had sent. So I sent them again of course, after I made the representative wait and check she was able to see them.

I am then put on hold for 30mins + while they try and get in touch with the hotel to then be told they now want a copy of my bank statement.

I ask to speak to a manager to escalate and the “supervisor” refuses to talk with me straight away and I am told they will contact me again within 1-2hours. I have already been on the phone with this agent for over an hour.