This company is a SCAM and I would give them a -5 if I could! every response states " this is not a typical..." BS on that! every poor review here reflects my experience. BE WARNED and DO NOT USE THIS COMPANY!!
Review by Elizazbeth2 months ago
Avoid like the plague!! I would give 0 stars if that was an option. This is a terrible company with dreadful customer service. Cheated out of $800 based on the company’s error. You have to contact customer service via email, then when they call, they can barely speak English. Stay away!
Review by Niora Redlew2 months ago
A This company allowed someone to use my stolen credit card to purchase rooms in Florida, under a different name. After acknowledging that my card they had processed for over $300, they then refused to contact the hotel where the thief was staying to give the gm the information to contact the police, and went so far as to reply:
"Please know that as per checking, the reservation booked using your card is now ongoing. We tried our best to cancel the reservation but I am afraid to say that the hotel is bounded by their policies as the reservation is unamendable and nonrefundable.
We strongly advise you to contact your bank immediately for them to be notified that someone is using your card without your permission so that any unauthorized charges can be prevented in the future."
They never contacted the hotel... I know, because I did after they let slip where the hotel was.
This company does not have secure credit card processing, in fact it caters to fraudulent activity, then protects the thieves, refusing to contact authorities, or provide the victims information to report to law enforcement ourselves.
Review by Cherisse2 months ago
Straight forward, no problem booking via Roomer. The company rang the hotel and booking was confirmed in less than 24hrs.
Review by Scrummack3 months ago
Cancelled hotel booked on love holidays was worried with reviews on hear .But did give them a nudge after 14days then5 to 7 working days for wire refund .My refund arrived today 5 days earlier than max days they said it would take Thanks roomer in total 16 days
Review by ChrisDarton Plamondon3 months ago
I booked a free cancellation room at a Disney resort hotel which I had to cancel within a week of booking.
The route to cancel was quite convoluted, I followed the guidance on the Roomer site and it suggested that Disney would have to cancel it. However when I contacted them they said that only Roomer could do that and also refund my credit card.
A quick email to Roomer and I got a response saying that the room had been cancelled and I would get my refund within 5 days. It appeared on my credit card account the very next day. That's good service!
I do think that Roomer need to be clearer with their cancellations, the site suggested that there would be a CANCEL button next to my booking and there wasn't.
Overall I am happy with the service and will use Roomer again.
Review by Bafford Careforc3 months ago
Still waiting for my refund after a month. Have been constantly chasing but told my refund is in a queue for processing. Will not use them again.
All their advertising commits to a 14 day refund policy- rubbish.
Review by Yazreeb3 months ago
I was sceptical after booking a really cheap deal via roomer but it worked. The hotel had the booking and the customer service from Roomer was excellent. One suggestion I have for the website is make it clearer how you make contact for help. It was just a blue circle that came up which was the live chat, I would suggest in the menu a "contact us" heading as this always put me off booking something if I can't find how to contact the company.
Review by SeaDutty4 months ago
ugh. this company is a scam. sold my reservation and never paid me. I have been emailing back and forth and they keep telling me they are escalating my issue, but still no payment. they first told me they neglected to send .01 cent to my PayPal account and that's why I wasn't paid, but I sent them proof the .01 was in my PayPal and still not payment. last email said, we see you've been escalated and now we'll check to find out why you weren't paid. I think these are not real people answering, but bots. ugh. do not use this company if you expect to get paid. they do not pay you and you cannot speak to anyone who can help.
Review by Elorna4 months ago
I never write reviews about anything but this one deserves it. The staff who work at roomer was extremely helpful and friendly!!
I’ve rarely come across such great customer service! Thank you roomer for your assistance and helping me find the room!
Looking forward to booking with roomer more in the future
Review by GuestDeanne4 months ago
Tropicana Hotel Las Vegas. Receive communication from Roomer in advance of my trip that my reservation is all set. Arrive at hotel to be told that the reservation was cancelled. Roomer support does not provide an explanation for the cancellation, and proceed to tell me that I must book my own reservation. They did cover the difference in room price, with the exception of the resort fee (~$40 extra per night). Refund was processed, but had to pay extra for the resort fee, and never received an adequate explanation from Roomer. Will never book through this service again.
Review by Vv4 months ago
UPDATE : Paid almost immediately after this post - despite emails saying it had been transferred 7 days ago! Thank you Roomer. At last.
Roomer Travel and Secret Escapes. SE use Roomer Travel so members can opt to pay a small additional premium to enable cancellation within a defined period. I took this option having an extremely unwell parent so I needed the reassurance that I could cancel and get a refund. I did indeed to have to cancel. Despite numerous emails from Roomer saying the refund has been processed, I am still waiting. I would add I have emailed Secret Escapes and they have said they are not responsible and I must contact Roomer direct. So I am going around in circles. Just a word of warning then - use Secret Escapes but don't rely on Roomer!
Review by Jasien5 months ago
Took out roomer cancellation insurance via secret escapes for a hotel reservation. Cancelled expecting instant 80% refund. Had to chase up 5 times with emails and calls over 5 weeks before finally receiving where the PayPal refund was also subject to a fee!!
Would have given 1 star but to be fair at least you can get hold of someone at roomer / secret escapes all be it pointless.
Review by JayneAdams5 months ago
prepaid for my room and upon arrival it was not booked with the hotel.
I had to pay full rack rate, more than double what I prepaid for. Roomer Customer service was useless in getting a refund.
I had to stop payment to them on my credit card.
NEVER USE THIS COMPANY!!
Review by Maraio5 months ago
Roomer Travel helped me in selling my non-refundable room! It would've been a disaster and a big loss of cash if it wasn't for them. Smooth transfer from me to my buyer :) I'll receive my payment 10 days after the check-out date, a pretty fair system that they have :)
Go try ROOMER! :D
Review by Behemoth Grazio5 months ago
I went to Seattle to check out the room I rented for my son's birthday. Found out the card that I use to purchase those rental was not a card I could use at the motel. Room I had no problem taking the money from the card knowing it would have to be that card that rented the room at the time. I could have used some other card for the damage deposit but at the time I did not have one. Knowing that I would have needed the card most likely the one that I used to purchase the room with it should have been given information. Or at least they shouldn't have taken money from it. It turned out to be a disaster. Since I did not take a vehicle my young son was stuck there as was I and his grandmother we had to wait for someone to come pick as up. By that time my son had caught a terrible sickness and for his birthday Plus was was too sick to get out of bed. So thanks.
Review by Vestalia6 months ago
I sold a room on Roomertravels. Roomer ID 45310247.
Sadly even after 12 days roomer did not send the payment. When asking about the payment to their customer reps, they always say it is processing!!! Processing for the last 12 days!!!
If this is the way roomer travel planning to do business then never again to Roomer!!!!
Review by JosephBulford6 months ago
Finally refunded. They added an extra 20% on top to compensate all time I spent chasing.
Secret Escapes also chased Roomer for refund after I appealed.
I got a response from Roomer on the 13th stating that they cannot view my wire transfer details even though when I spoke to a phone attendant she stated she could see them. Not sure what is going on there.
I did not want to use PayPal as they take a cut but I just want this to be over so I have provided details. Still waiting for this to be resolved. 10 Days late and counting.
Original Post 12.07.19
ALL the responses from Roomer state 'this is not a typical roomer experience' but after reading all the reviews below after my own experience I have the truth.
I booked a night in a hotel through secret escapes on the 20th of June, had to cancel on the same day and was told my refund would be returned to me by wire transfer by the 5th of July at the latest.
On the 10th of July. I still had not received my refund so I called and was told that the refund had NOT EVEN BEEN PROCESSED.
The customer service attendant on the phone apologised on behalf of the company and told me that he would escalate the situation to the financial department but was STILL UNABLE TO GIVE ANY indication of when it would be resolved. I was just told to be patient.
I have now lost my patience after waiting a further 48 hours for them to correct this issue.
They are now a week late from the original date.
I contacted them today and received the same email... 'your query was already escalated to our Finance team'
I still have no indication of when I will receive my refund.
This is a horrible service. My experience has forced me to leave as many reviews as possible on as many sites as possible to deter as many people as I can from using Roomer Flex.
When I finally receive my refund I will update this post so that you can see how long it took them to fix the problem.
Review by Cour6 months ago
I used Roomerflex with Otel.com when booking a large family holiday (6 rooms). I had to cancel 2 of the rooms and although there was some confusion in the process (where 2 bookings rather than 2 rooms got cancelled, i.e 5 rooms) this was quickly resolved.
++ Was the fast customer service responses by email. The cancellation cover was good value for otherwise a non-refundable room.
-ve Was the slowness in receiving the refund. I did have to chase it up.
Review by Mariejune6 months ago
I purchased this insurance when I booked through Secret Escapes. I have had to cancel as my Dad has had an acute stroke . I cancelled on 5th June and 20 days later , I am still waiting for my refund . This is added stress that I just do not need . I have contacted them everyday and just get fobbed off. There typical answer is I have escalated you to our finance department. Absolutely disgusted . I am an ex travel agent and have a lot of connections in the travel industry and I will make sure they know how they operate . REFUND MY MONEY !
Review by Scout7 months ago
I had sold a room through roomer. They got back to me saying they wanted to make a payment for the room to me. I tried several times to update my wire transfer details on their website, I've used my mac and a windows laptop, as well as chrome, safari and mozilla after they told me to try all these options nothing worked and this is after much back and forth and snapshots of the fault in their website.
Eventually they asked me to create a paypal account and I had to do that just for the payment. I was assured on live chat that my payment was processed and I would receive it in 3 to 5 hours. However when I checked nothing has been transfered and now when i question the customer care, all they can tell me is - they have escalated my problem to the tech and finance team and cannot answer my questions. This is after 10 days of back and forth and going through multiple steps. I am frustrated and I'm sick of being lied to. I have proof of the chat that says the transaction was made. There is nothing on my pay-pal account. I am extremely frustrated and harrowed with this experience. What are you guys running here? None of you know whats going on. How can you lie to a customer about a transaction and then retract saying you don't have any information? - now they come back and tell me my money bounced back from my Paypal account which is ridiculous and impossible. never received an email from roomer for a payment to be made? Honestly don't trust the roomer guys one bit and don't understand how a simple process can be this complicated. Please do not use this website.
Review by Garath Cowl7 months ago
I buy a room at a very low price. The experience was great.
Review by Lovelette7 months ago
I travel A LOT, and a self proclaimed master of travel booking. Atlanta Superbowl was the first time I've heard of Roomer, so I was initially nervous about booking for such a major event. But when I found the room in a completely sold out location, I took a chance. the staff was very nice and sent me emails at each step of the process. I arrived at the Buckhead location I selected and everything was waiting and ready for me. I'll definitely use them again. It's always good to have competition outside of the typical Hotwire and AirBNB options. Thanks Roomer.
Review by Alewo Maragno7 months ago
It is a scam, free cancellation but they refund only 80%, nasty business !
Review by Handi Louvier7 months ago
Terrible organisation. Totally incompetent. Has taken 20 days so far to process a refund and I’m still waiting.
They call their staff ‘Customer Experience Heros’ - nothing could be further from the truth!!