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GetARoom.com has been hit with a class action lawsuit from customers who claim that the third-party hotel booking company engages in deceptive hotel booking methods and charges customers massive fees.
Plaintiffs Christian and Jonna Sander state that Consumer Club Inc. d/b/a GetARoom.com misleads consumers into thinking they are booking a room with the hotel itself and don’t disclose that they are a third-party vendor.
Sander says she made a reservation for a stay at the Scandic Patria hotel, thinking that she was on the hotel website. She paid $141.14 for the stay, which was the advertised rate.
When she received an email confirmation, the plaintiff learned that the reservation was booked through GetARoom.com and not the hotel itself.
“Upon information and belief, Plaintiffs believe that Defendant created a website to mimic or redirect them from the official website of the Scandic Patria in order to falsely induce Plaintiffs into reserving through Defendant instead of directly through the hotel,” the Get A Room class action lawsuit states.
In addition to fraudulently inducing the plaintiffs into booking a hotel reservation through its website, GetARoom.com also charged the plaintiffs a $100.76 in “Tax Recovery Charges & Service Fees,” which was not disclosed when the plaintiff was making the reservation.
The defendant is a middleman and takes reservations for hotel rooms from consumers in lieu of the customer booking a room directly with a hotel, claims the plaintiffs.
The plaintiffs say when they contacted the defendant via telephone, Get A Room representatives identify themselves as the “reservations department.” In addition, when asked by customers if the number they dialed is the hotel, the representatives affirm that this is true, according to the plaintiffs.
Only after customers receive a confirmation of the reservation do the plaintiffs find out they have booked a room through GetARoom.com and not directly through the hotel, the plaintiffs allege.
The Get A Room class action claims that the defendants charge more for their rooms than what is originally quoted prior to booking.
Allegedly, when consumers try to cancel their reservation because they are paying more than what is quoted, they are told there is a “no cancellation policy” so the reservation cannot be canceled.
The plaintiff claims that Get A Room representatives do not tell consumers about the no cancellation policy while on the phone. In addition, when consumers are booking a room online, they have to agree to the cancellation policy, but nowhere does it state that the cancellation policy is a no cancellation policy, according to the GetARoom.com class action lawsuit.
Moreover, the plaintiffs state that if they contact the hotel to cancel their reservation, they are informed that if they booked their room directly with the hotel itself, they would have been able to cancel the reservation.
The GetARoom class action claims that there have been thousands of complaints about Consumer Club to the Better Business Bureau regarding their actions, but nothing has been done to fix the problems that the plaintiffs have encountered.
“Plaintiffs suffered an ascertainable loss as a result of Defendant’s omissions and/or misrepresentations associated with the cancellation policy and its purported ‘service’ fees,” the GetARoom.com class action lawsuit states.
Did you book a room through GetARoom.com? Let us know in the comments section below.
The plaintiffs are represented by Todd D. Carpenter and Katrina Carroll of Carlson Lynch LLP, Joseph G. Sauder and Joseph B. Kenney of Sauder Schelkopf LLC, and Daniel O. Herrera of Cafferty Clobes Meriwether & Sprengel LLP.
The GetARoom.com Class Action Lawsuit is Christian and Jonna Sander v. Consumer Club Inc. d/b/a Gettaroom.com, Case No. 2:20-cv-01363, in the U.S. District Court for the Central District of California.
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307 thoughts onGetARoom.com Class Action Alleges Deceptive Hotel Booking Methods
The website said guest reservations for Homewood Suites, Edina, Mn. I confirmed the reservation at 12:32 pm. on 9/6/21. Then I received the confirmation indicating the hotel rate with an “added tax recovery and service fee of $283.44. ( The taxes would have been around $75.00.) At 12:57 p.m. on 9/6 I cancelled the reservation. That’s when I learned I owed the company $200 for the cancellation because it was the hotel’s policy. I called the hotel who said the reservation had not been made. I have disputed the charge with the credit card company who refuses to give me credit.
I tried to book a room at The Galt House in Louisville. I thought I was booking through their website, but somehow I booked through getaroom. The pandemic spiked in Louisville so I had to cancel my reservation. (Others in my group who booked through Priceline had no problems). I called the hotel, but they couldn’t help me because I booked through getaroom. I was still within the hotel’s stated cancellation policy, but getaroom refused to cancel my reservation. I spoke with them on the phone and emailed. They sent form letters back in the emails. I raised a dispute with American Express and after siding with me over the dispute, they reversed their decision two weeks later. What does it take to win a credit card dispute when there are thousands of complaints against this company and the deceptive practices they are applying?
I thought I was booking a room through the hotel I paid the fee I arrived 10 minutes later the room had been sold out for 2 days I called get a room which I didn’t know is what had happened until I went into the hotel hotel hours later told that I would receive a refund of $408 the room was only a $147.00 a night for 2 nights I haven’t geard a thing from them nor seen a penny .
This happened to me also. Called the hotel they said to cancel through Book a room, Book a room (1-800-468-3578) recording says to contact the hotel directly then hangs up on you, Was unable to connect with a live person. DO NOT USE THIS COMPANY!
After multiple phone calls and emails I was told that my room charges would be fully refunded (for rooms I cancelled within their “no penalty” window). 2 months later, and still no refund posted to my account. They’ve marked my issue as “resolved” and stand behind their empty promises. I would LOVE to be a part of this class action lawsuit. I just wish I had known about this company before booking. (FYI I called the hotel directly and somehow ended up with this third-party disguised as the hotel).
I tried to make reservation to Embassy Suites Hilton for one night. I made the reservation though my phone by going to the hotel website from Google. I was automatically directed to this website which looks like the hotel reservation webpage. I was tired, it was a long day and we needed to have room to rest quickly.
I proceeded with the reservation by entering my information including my credit card information. However, instead of presenting me with the total amount that I had to agree upon before paying, the website went ahead and charged my credit card.
I was shocked when I saw the total amount of $327 for the room that cost $207 I had to pay an additional $120 for something called “Tax recovery & service fees. which I never agreed to and added without my knowledge.
I believe thousands of people have also been tricked by this company since years ago. I can’t believe they are still active and stealing people’s money. Please, stop them.
This is EXACTLY what happened to me. To make matters worse, I was poised to receive a $300 statement credit that their redirection prevented. Total taxes and fees charged were $446.60 EXCLUDING the resort fees.
I unknowing was a victim of fraud when booking a room at Tuscany Suites. I was not told they use the third party booking agent getaroom until my card was charged. When checking in I attempted to split the charges but instead they created another reservation and charged me for two rooms. I have spent the last 17 months attempting to be refunded $653.20
PS I also was charged a different rate than advertised and was also not told about the cancellation until after the reservation was made. I would like to be added to the class action suit.
I went to the Holiday Inn site to make a reservation directly through them and somehow ended up on Getaroom. The hotel issues free cancellations, but when I tried to cancel they refused to refund after they already charged my Discover card. Their excuse was that it was after the free cancellation date, even though the hotel offers free cancellation. I tested for Covid today so now I have to go to the hotel and risk everyone’s health or lose my money. Also, somehow they hacked into the hotel site because I never was made aware they were a third party site.
I thought I booked a room in the Ibis in Leiden, the Netherlands. It wasn’t until I saw the extra charges – 50% more than the room charge – that I realized I’d booked through getaroom.com.
After I made dozens of negative social media reviews to get their attention, Kristin W from getaroom.com finally contacted me [Kristen W. Operations Support Representative, Direct: 214.253.6845] and agreed to cancel the booking and refund all money. We then went ahead and booked into the same hotel, this time by ringing the hotel reception directly. When we arrived at the hotel, we realised the getaroom.com booking had NOT been cancelled and had, in fact, been paid by my credit card.
We had no choice but to cancel the second (cheaper) reservation and stick with the getaroom.com reservation. The hotel reception then did a bit of digging. The invoice was issued by a company in Singapore, and then we were identified as residents of the USA (we are not), after which US ‘taxes & charges’ to the tune of 50% more were added to the bill. The hotel, therefore, only saw the invoice for 650 EUR while we were billed for 1005 EUR. I am waiting to hear from getaroom.com to see what their excuses are for this. They emailed us to assure us the booking had been cancelled and the money refunded. There are thousands of similar stories on the Truspilot review site.