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Business Profile

Hotel Reservation

Getaroom.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

This profile includes complaints for Getaroom.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,639 total complaints in the last 3 years.
    • 302 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/27/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a reservation I made that I believe I was overcharged for. When I realized the issue, I attempted to cancel the reservation within an hour of booking. However, I was informed that the reservation was non-refundableeven though this was nearly a month before the scheduled date.I respectfully request that you review this situation, as I believe a full or partial refund is warranted under these circumstances.Thank you for your time and attention. I look forward to your response.

    • Initial Complaint

      Date:06/25/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 18, 2025, I began searching for accommodations at the ********************************* in *********, **************, intending to book a one-night stay for February 8, 2025. I clicked on the top link labeled 'official site,' which prominently featured the Marriott Bonvoy logo, leading me to believe I was navigating the hotel's official website. I thought I was booking directly with the hotel for a total of $334.49 for the night.After submitting my credit card information, I received a confirmation email from @********************************, stating that the total charge was $444.32. This amount included $109.83 in tax recovery and service fees. At no point during the reservation process was I informed that an additional $109.83 would be applied to my account. Consequently, I promptly canceled my reservation and received Cancellation # C5394322946. I then disputed the charge using the link provided in the confirmation email and was assigned Case Reference # ********.On January 20, 2025, I received an email from Priceline stating, "In an effort to assist you with your booking, we reached out to our hotel partner and requested a one-time courtesy cancellation to waive the penalties associated with your booking. Unfortunately, the hotel partner has denied the request for a penalty waiver."After contacting the Ballantyne Hotel directly, I learned that they had located my reservation in their system at a rate of $231.00 per night. The hotel informed me that I had been scammed by a third party using a tactic known as website cloning. They also stated that they received no money from Priceline since I canceled my reservation and they re-released the room. No one is out any money except for me, and I didn't even get to enjoy my stay at the Ballantyne Hotel.After conducting extensive research, I found multiple complaints on the BBB website regarding similar tactics employed by the same company. This is a scam, and I am requesting an immediate refund of the full amount charged.

      Business Response

      Date: 06/25/2025

      Hi *******,

      Good day!

      Kindly forward this complaint to the Getaroom.com BBB portal for assistance.

      The customer booked directly through **********************, and we do not have access to the reservation.

      Regards,

      ****** ********
      Product Escalation Specialist
      **************************

    • Initial Complaint

      Date:06/24/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Attached is the response from Priceline yesterday.  I do not feel this is a reasonable offer due to the circumstances and am expecting a full refund. I have not replied to their email.  Thank you, ***** ****

      Business Response

      Date: 06/22/2025

      Hi *******,

      Good day!

      Kindly forward this complaint to the Getaroom.com BBB portal for assistance.

      The customer booked directly through **********************, and we do not have access to the reservation.

      Regards,

      ****** ********
      Product Escalation Specialist
      **************************

      Customer Answer

      Date: 06/24/2025

      We made a non-refundable reservation on March 21, 2025 with Embassy Suites in ********** ** arriving April 6, 2025 and checkout April 10, 2025. After making the reservation, the entire south east region of the *** experienced life threatening flooding and tornadoes. The route we were travelling from ******** to ******** had experienced ***** inches of rain. Many roads were impassable. We contacted the hotel on April 4th to cancel our reservation because we could not get there due to the horrific weather. The hotel canceled our reservation but did not refund the payment of $1272.04. I disputed the charge with the credit card company, who eventually issued a credit on April 25th. Then on May 28th, the hotel would not honor the credit and reapplied the charge. I am disputing this charge due to the extenuating circumstances. The prepaid tours we had scheduled readily refunded our money with complete understanding.

    • Initial Complaint

      Date:06/24/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a reservation for ************************* located in ******, ** for 05/14/25-05/15/25. I was unaware that I had made the booking through ************************, and could not find a receipt or confirmation of my stay via email or text. On 6/10/2025 I called the hotel directly, who informed me that I had booked through ************************ and they were unable to provide me with a receipt. On 6/10/2025 I attempted to use the "find my trip" option on the Priceline website, which yielded no results. I then attempted to use their ** chatbot, *****, who was unable to assist because I did not have a confirmation number. I attempted to call the customer service number provided to me by *****, because there was no confirmation number or phone number associated with my trip. I then attempted to create an online account on the ******************** website (I did not have one previously) and use the find my trip option there, which also yielded no results. I then attempted to use the ** chatbot, *****, again which gave me the same answer. I then attempted to call the customer service line two more times with responses such as "no confirmation number," "none," "customer service," "customer care," "representative," and "supervisor." None resulted in me being transferred to a representative and the automated menu gave me a message to call back with my confirmation number. Unfortunately, my booking is not associated with a phone number and the phone menu does not have the capability to search via email address. I am requesting an itemized receipt and confirmation of my stay.

      Business Response

      Date: 06/23/2025

      Hi *******,

      Good day!

      Kindly forward this complaint to the Getaroom.com BBB portal for assistance.

      The customer booked directly through **********************, and we do not have access to the booking contract.

      Regards,

      ****** ********
      Product Escalation Specialist
      **************************

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Transaction Date: June 27July 3, 2024 | Total Paid: $814.67 On June 27, 2024, I checked into Extended Stay America (***********), reservation #R4999295868, booked through Getaroom.com (now Priceline). I paid $814.67 for what was advertised as a sanitary and functional room. From day one, the toilet in Room 213 was clogged. Despite notifying hotel staff multiple times, the issue was never resolved. Extended Stay said they were fully book and couldn't accommodate with another room. The toilet remained unusable and filled with f**** through the evening of June 29. I was told maintenance staff does not work weekends and was offered a plunger to resolve it myself. This unsanitary condition made the room uninhabitable and had a stench.When I attempted to check out early on June 29/30 2024, the front desk agent initially agreed but was overruled by a rude night manager, ******* *** *****, who refused to come out or process the early checkout, claiming the reservation was through a third party. I left the key and exited the premises around 1:20 AM on June 30 due to the unsanitary conditions. Paid $396.19 6/30 for 3 nights to then stay at the ******************************************** 6/30-7/3. conf #H-HH9HGSCGVFPM (under first name, ***** ****)I requested remedy from Getaroom.com, but sent a refusal to reimburse on July 6, 4:13PM, stating the booking was non-refundable since it was cancelled after deadline of 06/26/2024, 11:59 PM (*******/********) per policy. No one attempted to address the situation or offer compensation or another clean room. Priceline later followed up with similar unhelpful responses. *********** (where I charged it to), said they couldn't refund because of the 3rd party contract.Extended Stay failed to provide a sanitary room or professional service. Getaroom.com failed to take any steps toward resolution. I am requesting a full refund for the stay plus the additional hotel fees I had to pay, as I checked out early due to health and safety violations.

      Customer Answer

      Date: 07/28/2025

      Since Priceline is the partnering agent with Getaroom can we pursue Priceline?  Priceline is the one that sent the correspondence to me when I filed the complaint with Get a Room.

    • Initial Complaint

      Date:06/22/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a room at ***********, *******, **, from May 28-May 31, 2025. My credit card was charged $767.90. ****. #: R5557426227. I believed that I was booking through the hotel site directly. It was not until my husband and I checked out on May 31 that we learned the rate was $476.71, a difference of $291.19, and that the booking was through getaroom.com. I was not aware that the booking was made through a third-party. I called ************** (# for priceline/getaroom) on 6/17 at 2 p.m. and was told that no refund would be made and "nothing could be done" because the charge was "past dated." I also emailed getaroom twice and did not receive a response.

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 19th, 2024, my wife tried to book a 2 bedroom hotel room from ****************************************************** in ******* when she accidently booked 2 rooms. She thought she was on the hotels website, not on a third party site. She asked me for help fixing the issue, and I ended up calling the hotel within 5 minutes of booking to cancel both rooms because I had reward points we could use to book the hotel. It turns out, not only did she accidently book 2 rooms, but she accidently booked from a 3rd party website called *********************************. This website, owned by Priceline, intentionally disguises their *** to trick people. The *** that she saw was: **************************************************. After weeks of fighting with them, Priceline refunded 50% of the reservation cost. After months more of fighting, and getting the hotel manager involved, Priceline agreed in writing to send me a full refund. Ive also gotten written confirmation from Priceline that theyve agreed to a full refund. However, they keep delaying the refund by saying that my credit card company wont let them send me the money due to the dispute I filed. Ive spoken with my credit card company, and they assure me there is no block, and the dispute was closed March 18th. It is now June, and I still have not received my refund, and Priceline is no longer giving any meaningful responses as to why it has not arrived yet. I believe at this point they are simply hoping I forget about the issue and stop bothering them. I can produce the emails they sent to the hotel (their business partner) and myself stating that they would refund the money.

      Business Response

      Date: 06/16/2025

      Hi *******,

      Good day!

      Kindly forward this complaint to the Getaroom.com BBB portal for assistance.

      The customer booked directly through **********************, and we do not have access to the booking contract.

      Regards,

      ****** ********
      Product Escalation Specialist
      **************************

    • Initial Complaint

      Date:06/12/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 5/28/25 I booked a room which I thought was the company website. I called them and they stated they were Priceline and refused to give me a refund. They stole my money.

      Business Response

      Date: 06/12/2025

      Hi *******,

      Good day!

      Kindly forward this complaint to the Getaroom.com BBB portal for assistance.

      The customer booked directly through **********************, and we do not have access to the booking contract.

      Regards,

      ****** ********
      Product Escalation Specialist
      **************************

    • Initial Complaint

      Date:06/10/2025

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We made a hotel reservation (in the name of *** *********) )through HTL FLAMINGOLASVEG, which is Priceline Solutions in ******, *****, on April 15, 2025. We didnt realize this was a bad website. We received no confirmation. We called the Flamingo several times and they showed no reservation. We booked directly thru the Flamingo on April 15 for May ***** in the amount of $717.58. We tried to call Priceline Solutions numerous times & were unable to talk to anyone. Priceline submitted a charge of $624.33 to my Citibank credit card. I disputed it on April 21. Received no communication from Priceline. Finally on June 9 ******** decided Im responsible for the charge. I called Priceline today & they said reservation (I never had) was cancelled on April 30. I asked that they send me a text indicating that. They refused and hung up on me. I paid $717.58 & $624.33 is still n my card.

    • Initial Complaint

      Date:06/08/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on Sunday 4/13/2025 I went to book the Best Western Hotel The Best Western Plus The Inn at the Falls dates 7/2/25 - 7/7/25. I was using my ipad and typed in Best Western .When I booked the room a pop up came up for a code. I checked my phone and typed the code in my ipad. A second pop up code came up?? I checked my email on my phone and there was no confirmation. I assumed It didnt go through. The address line was yellow so I typed in my address and the code again. I checked my email and still no reservation.I immediately called the number and explained what happened. They said check my spam ?? I never check my spam Best Western always goes right to my regular emails at least weekly if not more. They said I booked through a third party and do I want to cancel the second reservation. I said yes. There was a no cancellation policy that I clicked on for my reservation. They said the third party would be notified to see if the hotel would give me back my money. I called Inn at the Falls and they said they would be happy to but it is third party booking.I feel this is a scam. It cost me over $1,000.00 ****************** **** said they couldnt help me. I think this is wrong and a scam . can you see how many people this has happened to ? 10 = $10,000 100 = $ ******* and so on. How can this happen?? it all happened in a matter of minutes and I am traveling alone one person. I know I didnt want to book two rooms . Why are they allowed to put up a second pop up for another code??? Is this fraud. Can you help me get my money back??? I have pictures of spam mail records of how I called immediately. I dont have a record of her telling me if I fight my **** bill I will never get my money back. I have emails and ************. I DID NOT TRY TO BOOK THROUGH A THIRD PARTY I TYPED IN BEST WESTERN GET A ROOM is a SCAM. I did check the box for no cancellation policy as I am going to see my son and want one reservation. It was Wrong for them to put a second Pop up .

      Customer Answer

      Date: 07/15/2025

       I did after many phone calls and the help of a Best Western front desk agent get my most of my money back after my hotel stay. 

    Getaroom.com is NOT a BBB Accredited Business.

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