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Like so many others I made an honest mistake thinking I was booking direct with an IHG hotel. I paid £312 for a booking 17 days away then realised the hotel was not in London but the USA (there are two Holiday Inns in Walton). I quickly cancelled and they confirmed but only then did I realise I was dealing with getaroom.com. They confirmed my cancellation by email but charged me the whole amount - so no refund. ****Update : I emailed customer services and -to my surprise - they were quick to respond and were courteous. I received a full refund which was paid into my account today 6 days after my cancellation.So, in my case they accepted my reason for cancelling and put it right. I only hope they do the same for others. Thank you Shahana and Aman.

I urgently need your help, SCP. I just sent an email to your support address and I hope you can assist me and respond as soon as possible. Thank you for your attention to this matter

Update ******* this has now been resolved thanks to Cheryl. A full refund has been agreed. I have updated my review to 4 stars due to the customer service which was prompt, friendly and I was kept fully updated while being it was being investigated. However, the fees should be more transparent to avoid this in the future. To confirm payment and then see the figure has doubled is really not a positive experience ******** The same has happened to me. Looked like I was on the hotel's website. Room for 2 nights at £100. Payment went through ...£199!!!! I have emailed them (straight after) requesting a refund and cancellation and I am hoping for a resolution. However from reading past reviews I am very concerned that this may not happen!

Après négociation ils m’ont remboursé une bonne partie des frais et taxes prélevés. Le customer service était professionnel.

*** UPDATE *** Well, that was fast! Thanks to Trustpilot for putting me in touch with the Getaroom.com customer service department. After reading my review, they reached out and promptly offered the refund they had promised. It showed up in our account within a few days. Moral of the story: keep your word, and spare yourself some trouble by acting promptly on your promises. Thanks to Getaroom.com and Trustpilot for working together to make this right. It is much appreciated. *** ORIGINAL REVIEW ***Let me add my name to the list of those whose experience with this company is less than positive, to say the least. Thought I was booking with the hotel itself, only to discover, after paying, that this company had somehow inserted themselves between me and the hotel, adding a hefty fee in the process. My bad for not paying closer attention. When I called to complain, their agent agreed, after much discussion, to give me a 20% discount on their overinflated price. She then gave me a ticket number, saying that they'd follow up, but I've heard nothing now for two weeks. When I called their number to try to get an update today, I was unable to talk to a human being, or to leave a message. So if you're listening "Getaroom.com", you owe me the discount that we agreed upon.