Roomer Travel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Never received email from Roomer Travel to be able to cancel in a timely fashion I asked them for a copy of the email, with date sent, and was sent a generic example of the email they alleged they sent I've searched all folders of my email account: [redacted] , and there is no record the email was sent Perhaps relevant, perhaps not, [redacted] (Roomer Travel's business partner in this venture) has a terrible reputation, with numerous complaints and warnings by consumers on the internet In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me ounce Roomer reviews and returns with a resolution.I look forward to hearing back from Roomer Sincerely, [redacted] ***

Dear [redacted] Please accept our sincere apology for any inconvenience caused.We have refunded your credit card in full and the money should be in your account within business day.In addition, we have added USD in roomer credits that will go towards your next booking with us so that we can rectify your experience with usOur deepest condolences to you and your familyRegards Roomer Travel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Dear [redacted] Thank you for trusting Roomer for your next vacationMy name is [redacted] and I'm the Co-Founder and CEO of Roomer, and we will make it rightOur team is working on resolving this matter as soon as possible Thank you, Gon

To whom it may concern. Please note, *** *** purchased Life Happen protection via *** who are our partners that sells our protection.When a customer purchase our product Life Happen, we provide the customer with an email that includes instructions on how to activate and when to
activate the protection. According to our Life Happens policy (see attached file "LH-Disput"), one can activate their protection up to hours prior check in date, local hotel time. *** *** made a booking with *** and purchased our Life Happens protection on the *** of March 2017.His reservation check in date was on the *** March in Tucson, USA.*** *** contacted us on the day of check in, *** March requesting to activate the protection, however, Mark tried to activate the protection well beyond the deadline which should have been by the *** March at 11.59PM in order for us to honor the protection. *** *** was unhappy about this although we clearly provided him with instructions and policy, and he decided to call the hotel directly and ask for a full refund. Please note, *** is the company that charged and made the booking for *** ***, LifeHappnes is an add on service for ***. *** *** contacted us informing us that the hotel honored his cancellation and refunded *** in full for this bookingSince we did not charge *** ***, nor do we have any payments associated with him, we directed him to *** to resolve the issue as we do not deal with ***, nor the hotel *** *** spoke with. Therefore, as explained in this letter, we are not liable to issue a refund to *** *** as we are an additional service to OtelSince Otel charged *** *** and was refunded by the hotel, they are the ones that should refund *** *** Please let me know if you have any questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Dear ***, My name is Gon and I'm the Co-Founder and CEO of Roomer, which operates Life Happens - a Cancel For any Reason refund policy. First, I want to thank you for purchasing Life Happens and putting your trust in our companyI'm sorry to hear about your experience, and my first priority is to make it right. Our main goal is to give travelers the peace of mind when they travel, and we know that Life Happens and plans change: that's why every reservation that is purchased with Life Happens can be cancelled up to hours prior to the chedateI'm sorry if that point wasn't 100% clear, and we welcome your feedback to make this point as clear as possible to all of our customers.Based on our records, the cancellation occurred in the same day of the trip (***), and in addition to that - a refund has been issued by the Hotel directly to ***.This is different than the ordinary process of Life Happens which allows you one click cancellation and a seamless refund without a need to contact the hotel or any other agent. Although it was a same-day cancellation, our first priority is your experience and satisfaction - and we would like to make it rightWe will follow up directly with all the parties involved to make sure the refund is issued. We are at your service 24/7. Thank you, Gon

Hi, My name is Gon Ben-D*** and I'm the CEO of Roomer. I have just received the information about the incident and promise we will make it right. I have not seen an email before - you can reach me anytime at *** Jay, which is CC'd - is leading all of our
customer experience operations and will also be in touch. Thank you for traveling with us - we take this very seriously. Thank you Gon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me ounce Roomer reviews and returns with a resolution.I look forward to hearing back from Roomer.
Sincerely,
[redacted]

Dear [redacted], We have received, discussed and went on with your complaint - and were happy to offer you credits for your next vacation. I understand that you wish to receive 100% of the reservation back - and you can do so in the form of Roomer credits. However, you have committed to book...

the reservation initially with a refund of 80% in cash - in a case of cancellation - with no questions asked. You are currently disputing the original commitment you made - and unfortunately it seems that even our best wishes and welcome towards your next stay are not satisfactory. Every customer is important to us, and so are you. Roomer serves hundreds of travelers each day, and we do our absolute maximum to give the best service to each and every one - especially when Life Happens. Unforutnately, we cannot change the terms of our products after they were purcahsed, and this is the case here. We went above and beyond to make you happy, and will keep doing so - but your request is just not fair. We are willing to convert your 80% cash refund into a 100% refund in Roomer credits instead of the cash refund you weren't happy with, and hope you find our service fair and friendly as we aspire to. Best wishes, Gon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Never received email from Roomer Travel to be able to cancel in a timely fashion.  I asked them for a copy of the email, with date sent, and was sent a generic example of the email they alleged they sent.  I've searched all folders of my email account: [redacted], and there is no record the email was sent.  Perhaps relevant, perhaps not, [redacted] (Roomer Travel's business partner in this venture) has a terrible reputation, with numerous complaints and warnings by consumers on the internet. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted] [redacted]
 Please accept our sincere apology for any inconvenience caused.We have refunded your credit card in full and the money should be in your account within 5 business day.In addition, we have added 100 USD in roomer credits that will go towards your next booking with us...

so that we can rectify your experience with us. Our deepest condolences to you and your family. Regards Roomer Travel

To whom it may concern,From the moment [redacted] made his double charge known to us, our team of customer support agents reached out to the reservation supplier of the room in an attempt to understand and rectify the situation. After several calls and emails to both the supplier and [redacted],...

it was our understanding the hotel had charged [redacted] accidentally and agreed to refund him. We have written assurance of this from the supplier of the room. [redacted] received a response to his email, and our team did follow up with him and update him on the status of the refund. We regret that [redacted]'s experience was not a good one, and that he was charged twice. We did our utmost to get him refunded for the room cost. Please note, we are unable to make refunds on behalf of the hotel, however, we did provide all the information and evidence we had, as provided by [redacted], to ensure the hotel process the refund. As per the email correspondence with our supplier, it would seem that the additional charge for which he is seeking a refund, is due to incidental charges. Incidental charges are usually paid directly to the hotel, as is in this case. These charges can include mini bar, room service, parking and more (these are general examples). In this case, we were unable to assist [redacted] given that this is private information the hotel would not share with us. These charges were not included in the reservation and therefore charged directly to the buyer. [redacted] was provided with a Roomer confirmation number, his reservation was confirmed with the hotel and his confirmation email provided our 24/7 support phone number and email address. We made every attempt to assist with all inquiries and ultimately, got [redacted] refunded for the room and taxes charged by the hotel.  Thank you

Dear [redacted] Thank you for trusting Roomer for your next vacation. My name is [redacted] and I'm the Co-Founder and CEO of Roomer, and we will make it right. Our team is working on resolving this matter as soon as possible.  Thank you,  Gon