I used Google when searching for a hotel to accomodate my parents on their recent trip to visit us in New York and stumbled across an offer from "Getaroom". Having heard the brand name before, I trusted it blindly, and the price offered was lower than any other vendor, so I called to book the room over the phone. Because my two parents and my sister were coming, I explicity explained to the rep that we'd need a room with at least two beds, as we saw advertised online. He assured us this would be the case. After completing the booking process, we received a confirmation email stating the reservation was for a room with 1 King bed. Concerned, we asked the rep again if this room would indeed have 2 beds and were clear that after a 7 hour transatlantic flight we didn't want my family to have any hassle with the room. The rep again assured us that the email was mistaken and we were guaranteed a room with 2 beds.
A week or so later, my family arrived exhausted and ready to go to bed, and were shown to a room with ONE bed. They were told that a rollaway bed could be provided at an additional charge of $25/day. They accepted. The next morning I googled the number for Getaroom.com customer service and called it. The gentleman who answered had NO record of my reservation and said the confirmation number I had wasn't even the right number of digits to be theirs. After doing some searching, he sounded shocked and said "Oh my goodness, this is an old partner of ours from years and years ago who must still be using our name". He looked up the number to this other company, who is apparently falsely operating under the "Getaroom.com" name. After checking my confirmation email more closely i found this was the accurate number for the customer service team. I called and after a long hold reached "Reservations" which was clearly a call center in India. I spoke with a rep, explained what happened and he said my case would be escalated, they would have to listen to the recording from my call with the rep, and someone would return my call within 48 hours. A week later I still hadn't heard anything (my parents were staying for 11 days and racking up an extra $25 a night for a terrible rollaway bed) so I called again. I demanded to speak with a supervisor, and was given the same runaround - "Your call has been escalated, once our quality team listens to your call you'll get a response within 3-5 business days". Now I was very suspicious and did some Googling based on the info in the e-mail signature that I got an automated response from. Apparently, this company is called "WC Travel" or the "Travelocity Partner Network". They power booking engines on several websites and pay commissions to the owners, no matter how scammy they may be. It is now 2 weeks from my most recent call and I have heard NOTHING by phone or email. I just called again and was told a supervisor "was on the other line and will call me back".
This company cheated and lied to me to get the commission from my booking, and resulted in me spending an extra $275 to not even get what I was promised. I am extremely unhappy and will be continuing to call and file reports with the BBB until I receive some kind of explanation for this unethical and downright deceitful business conduct.