LJ

I booked a stay at Townplace Suites by Marriott in Charlotte- Fort Mill SC. Little did I know that there are two identically named hotels both in Fort Mill. The one I called quoted a $30 rate for a pet overnight. When I arrived I was told that I must have called the wrong one, as their pet fee was $150 dollars- more than the cost of the room. I had no other choice than to pay the fee. The room now cost me $270 for one night. One would expect a nice room for that price. The TV had a completely blue cast- I was told that all the TVs were old, so there was nothing they could do. The sofa bed for my daughter was so worn that she felt like she was sleeping in a hole.. Finally, the most ironic thing was the sofa was filthy with stains. It’s like they charge a $150 cleaning fee, but then never actually clean! Just awful! Very disappointed in what I thought would be a nice place.

See UPDATE BELOW:
DO NOT BOOK A ROOM WITH THIS COMPANY!

I wish I could rate this company a zero. Avoid this company at all costs.

We were attempting to make a reservation directly at a hotel website, we were directed to Getaroom.com (although we were unaware as the site said guest reservations with the hotel name at the top and appeared to be the hotel site.) We chose our option - 2 rooms, 2 nights each $137 and then we checked out ($554 room cost). We entered our credit card info and then expected a screen with the total due, but instead it went directly to “you paid $904”. The bill had an additional 63% added in fees, taxes and charges! A grand total of $904 that was already charged and non-refundable.

We immediately called customer service, and spoke to Lyn. Lyn promptly told us there was nothing she could do except cancel our reservation, but NOT refund our money. We were worried we would have to pay for another room and not get any money back. We stayed at the hotel, even though we had been scammed because we could not afford to pay for another room. If this was a legitimate company it would not attempt to fool you into thinking you were at the hotel reservation desk and upfront disclose all of these ridiculous fees. If they had a reasonable customer service desk, I would have been able to cancel one minute later when I called and explained that 63% of bill in fees was unreasonable especially when they were NOT disclosed up front. They need to rebate these fees for anyone who has used this site!

I will be contacting the Better Business Bureau. I will share my experience with this company on other websites as well. If there are specific ones, I should add, please comment. I also will talk with the cooperate office of the Hilton.

Update:
Since posting this review Getaroom.com, contacted me and quickly and efficiently refunded me the exorbitant fees that it initially charged me. Given good service at the end and that they were willing to reimburse me those high fees, I am re-rating them a 2 star.