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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

    • 1,659 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:06/16/2025

      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. 

    • Initial Complaint

      Date:06/02/2025

      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.
      Priceline sold me a hotel room with the promise of a FULL kitchen, instead I got a kitchenette with a microwave. I paid a premium price for a room with a Full kitchen over $750 for 2 nights. Priceline advertised a full kitchen and sold me on that promise. This is fraud. I had no other option but to stay there once I showed up due to the hotel cancellation policy. I am requesting a refund at least partially or completely for this fraudulent sale.

      Business Response

      Date: 06/01/2025

      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
      **************************

      Customer Answer

      Date: 07/08/2025

      They are counting on you closing the file as not to have to refund me for a fraudulent transaction. Who do I contact at ***?

    • Initial Complaint

      Date:05/29/2025

      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 purchased a ticket on accident with Priceline I thought it was directly thru the Hotel.once purchased a few days later I realized I booked the wrong date.I called and asked for the date to be changed. they would not accommodate me nor did the hotel.I paid ****** for room and I did not get accommodated nor refund.Thank you for your attention to this matter.******** ********

      Business Response

      Date: 05/28/2025

      Hi Stewart,

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

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

      Regards,

      Rafael Trujillo
      Product Escalation Specialist
      priceline.com

    • Initial Complaint

      Date:05/27/2025

      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.
      On April 3rd, I attempted to book a hotel through ************************. During the process, I received an error message stating that the room was no longer available and the booking could not be completed. Based on this message, I assumed the transaction had failed and did not proceed further.However, to my surprise, my credit card was still charged, and I later received a confirmation email from ************************ indicating that the booking had gone throughdespite the original error. This is both misleading and unacceptable.I contacted ************************ to resolve the issue and request a refund, but I have not received any resolution. I should not be held financially responsible for a booking that, according to their platform, did not exist at the time of the transaction. As such, I should not be held to their no refund cancellation policy. I am requesting a full refund and a formal acknowledgment of the error. I also urge ************************** to fix this issue in their system to prevent similar situations for other customers in the ******************************** handling of this situation is unacceptable. I expect a prompt response, confirmation of cancellation, and a full refund.Thank you for your attention to this matter.

      Business Response

      Date: 05/26/2025

      Hi Stewart,

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

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

      Regards,

      Rafael Trujillo
      Product Escalation Specialist
      priceline.com

    • Initial Complaint

      Date:05/27/2025

      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.
      Type of transaction: CC online payment for a hotel room Date of Transaction: May 8, 2025 Nature of Dispute: 1) Failure to disclose that Priceline was the agency I was making the reservation with until after I made payment; 2) Failure to disclose that the reservation was nonrefundable before I paid; 3) Failure to disclose there would be an $80 service charge added into the room charge of $183 until my cc was charged; 4) Failure to provide any means for me to speak to Priceline CS directly about the issue. (Went thru a 3rd party.)5) Failure to refund my payment once I described what happened and after I had contacted the hotel directly to confirm they would agree to the refund : ***** -front desk, **** -reservations at **************, ******** OR **************.

      Customer Answer

      Date: 05/12/2025

      Emails: 

      From: Customer Care [[email protected]]
      Sent: 5/9/2025 12:48 AM
      To: [email protected]
      Subject: #CN06229554 R5627321434 - Denise Chadurjian
       
      Dear Denise Chadurjian,
      Thank you for contacting Customer Care for assistance, regarding your reservation R5627321434.
      We apologize this may have caused. We have reached out to our hotel partner regarding your request to cancellation penalty to be waived.
      Please be advised we are actively working on the case of yours. We understand mistakes do happen, and on your behalf we've reached out to our hotel partner to explain the situation and to request a one-time courtesy waiver. 
      Please note a waiver is not guaranteed once we get information of refund verification, We will update via email we will provide an update within 7 business days.
      If you have questions or clarifications, do not hesitate to call us at 1-800-468-3578.
      Thank you for allowing us to service your inquiry and we- sincerely appreciate your business. 

      Kind Regards,
      Joey A.
      Customer care
      Guest Name: Denise Chadurjian
      Our Confirmation Number: R5627321434 
      Case Reference Number: #CN06229554 

       

      On Sun, May 11, 2025 at 1:27?PM Customer Care <[email protected]


      Dear Denise Chadurjian,
      Thank you for contacting customer care and we hope this email finds you well.
      In an effort to assist you with your booking, we reached out to hotel partner and requested a one-time courtesy cancellation to waive the penalties associated with your booking. The cancellation number for this reservation is C5627568287
      Unfortunately, the hotel partner has denied the request as per cancellation policy, and we are unable to secure a waiver on your behalf. We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence.
      Below is the cancellation policy for your reservation:
      Each room in this reservation is subject to the following cancellation policy: This reservation is non-refundable. There is no refund for no-shows or early checkouts.

      Although we empathize with your situation, we are truly unable to assist you further on this matter. Due to the specific nature of this booking and the terms agreed upon, we are unable to make any exceptions to the non-refundable and non-modifiable policy.
      We understand that this may not be the preferred outcome, and we apologize for any inconvenience this may have caused. Please know that we are obligated to abide by the hotel-imposed penalties and do not have the authority to override them.
      Thank you for your time and understanding.
      Best regards,
      Sagar S.
      Customer Care
      Guest Name: Denise Chadurjian
      Our confirmation number: R5627321434
      Case Reference Number: #CN06229554

      Business Response

      Date: 05/26/2025

      Hi Stewart,

      Good day!

      Here is another one.

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

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

      Regards,

      Rafael Trujillo
      Product Escalation Specialist
      priceline.com

    • Initial Complaint

      Date:05/27/2025

      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.
      In December 2024, I made a reservation online through getaroom.com (a Priceline-owned company) for the ******************************************* hotel in **********, **, for dates March 7-8, 2025. (R5333526050)I did not receive any confirmation emails, so on February 28, I called the hotel looking for my reservation information. The hotel informed me they had cancelled my reservation because they were renovating. (84439ee016713x) I asked about my refund, and they directed me to call Priceline. I called Priceline that day and they could not find my reservation at all. They said if the hotel cancelled me, it would come to them, and I would get refunded. I accepted this answer and gave it some time. I did not receive a refund. I opened a dispute with **************** and after some time, they would not refund me because Priceline said there was no cancellation at all, and that I had never shown up for my reservation.I tried calling the hotel again. I believe that location is closed because I could not speak to them directly. On April 17, 2025, I called ****** ******* Corporate and spoke to two different people at their customer care center: ***** and ******. They both confirmed the cancellation from the hotel before the intended stay. I asked for proof of this in writing but they both said they could not provide me with it because it was booked through a third party. I asked for them to call them with me on the phone. They refused. I asked for them to email them and copy me. They refused. They insisted I call Priceline and explain for the refund.I called Priceline again on this same day. I spoke to Deo and opened a case for them to contact ****** ******* for the cancellation confirmation. (Case ********). Within 24 hours, Priceline closed my case and said the stay was never cancelled and they refused to refund me. I replied again with all the information, and they ignored **** am beyond angry and frustrated with these companies and process, and deserve my money back.

      Business Response

      Date: 05/26/2025

      Hi Stewart,

      Good day!

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

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

      Regards,

      Rafael Trujillo
      Product Escalation Specialist
      priceline.com

    • Initial Complaint

      Date:05/27/2025

      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 for the *********** located in ******, ******** on November 26, 2024, in the morning for a room that evening for a road trip. My elderly Mother who was planning on taking the trip with me got hurt so I had to cancel the trip and hotel reservation two hours later. I was told over the phone I could not get a refund for the cancelled reservation. I worked through ****** who eventually informed me that the *********** (****** Kentucky) had refunded $125.00 to Priceline on March 20, 2025 and I would need to contact them for the reimbursement. The refund number provided by the *********** was ********. I have called numerous phone numbers for Priceline, most of the time I only get part of the way into my conversation when they transfer me and the call drops. In some cases, Im provided another phone number that just sends me into the automated system which ends up in a loop and then it eventually terminates the call based on not providing a number to the system that is recognized. Im requesting help to resolve this issue and obtain my refund. On the original e-mails from Guest Reservations they referenced a reservation Number of R5290001975. The cancelation number provided was C5290248143. The phone number for the *********** in ******, ******** is ************. I spoke with them on May 4, 2025 and thats when they informed myself, they had reimbursed (refund # ********) Priceline on March 20, 2025 for $125.00. The reservation that I made on November 26, 2024, with the *********** (******, ********) which was then canceled immediately was made through my secondary email: ******************** My cell phone number is ************ and my primary email is: *********************** Thank You ***** ******

      Business Response

      Date: 05/26/2025

      Hi Stewart,

      Good day!

      Here is another one.

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

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

      Regards,

      Rafael Trujillo
      Product Escalation Specialist
      priceline.com

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