ComplaintsforGet Away Today, Inc.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 8, 2022 I booked a ******************* for April 2-5, 2023. It will be my daughters first visit, and one of the few times I can get away this year and I was looking forward to this being a special trip. I evaluated all the hotels and though I wanted to stay at the original ****************, its website said it would be under construction. I called the hotel to verify. Based on what I was told, because I did not want to stay at a hotel under construction, I booked one of the other ****** properties, Paradise Pier, through Get Away Today. As I was preparing to go on my trip, I learned last night that in fact the ******************* is under construction and most of its amenities are closed. I received NO NOTIFICATION of this construction from the hotel or the booking company Get Away Today. This is unacceptable. I do not want to stay in a partially usable resort, especially for the amount of money I am paying and given this was planned as a special trip where I specifically did not want to stay at a hotel under construction. Get Away Today told me I could pay $2,000 to stay at a different hotel or theyd give me $200 back. Neither accommodate my needs and I was basically defrauded by this company who failed to provide me notice that what I bargained for is not what I will be getting. Given this is Get Away Today's fault, they should provide me the room upgrade to another hotel or refund me the trip.

  

  Business response

  03/31/2023

  Thank you for reaching out. We are so sorry that you were not aware of the construction. We do our best to communicate all changes to our guests and updated on our website as soon as the Hotel announced it. It has been on our site for the last few months, as well as ****** site directly. We also shared multiple times on our social media channels about the construction.
  
  In addition to the construction, our website has always noted that, many of the amenities as far as restaurants have not returned to the hotel since the hotel reopened post Covid.
  
  We are truly sorry about the miscommunication, and feel as though we have offered multiple solutions, including a discount, or an upgrade to a nicer hotel, which was refused. The third option is, we could cancel the trip and refund your entire vacation, which we would be happy to do. Our customer service manager will reach out to go over these options with you. We appreciate your frustration and hope to come to an agreement. 

  Customer response

  04/03/2023

   
  Complaint: 19880885
  
  I am rejecting this response because: no effort was made to contact me directly about the construction despite the fact that I booked BEFORE there was any notice of it. This was Get Away Todays responsibility. Why would I have checked back on the website after booking, especially since I called the resort in advance when I made my arrangements to ensure I was booking at a hotel where there wouldnt be construction. The offers made to me were inadequate to return me to whole for a special trip that I planned months in advance. There was the opportunity to move me to another ************* but that offer was not made without me paying another $2,000 dollars.  The hotels that were offered are offsite and lacking early access to the resort which is one of the prime reasons I chose a ****** hotel. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  09/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel on Getawaytoday.com for a family trip to Disneyland. I needed a certain kind of room for our party size, I wanted it to be in walking distance or a shuttle ride from the park and I wanted it to have certain amenities. I carefully chose a hotel on the website to fit our needs, booked it and was charged for the hotel. I got confirmation emails from Getawaytoday. The week of my trip, someone from getawaytoday contacted me letting me know they accidentally overbooked and I no longer had a hotel reservation. Obviously this was stressful and frustrating to me. Being the week of our trip, there was only 1 hotel that getawaytoday could put me at. I expressed my frustration because the new hotel is far away from the parks with no shuttle and not nearly as nice as where we originally booked to stay. The lady from getawaytoday told me “either I can book this hotel for you or you can find one yourself”. Bad customer service for a company that is at fault for the issue. I don’t appreciate it and I think I should get some of my money back. I had to stay far from the park, pay for parking and the hotel was not very nice. All because getawaytoday “forgot” to take the hotel off their site after it was fully booked.

  

  Business response

  09/28/2022

  Thank you for the follow-up. Our customer service manager was able to contact this guest directly and was able to refund the package. We have been working with her hotel partners to ensure that this does not happen in the future, and appreciate it being brought to our attention.

  
  

  Thank you,

  
  

  Kimberly F*****

  Customer response

  09/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ****** ****
  

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