Book early in advance or better not at all
I booked a room with Roomer on the day of my planned arrival. The amount was charged to my creditcard (strangely about 50% more than the reservation said) and i got an email which said it is processing. When I arrived at the hotel, they havent had my name, so i tried to contact Roomer via email and whatsapp. There was no phone number in the processing email.
So end of the day: I didn't hear back from Roomer until 2! days after my planned arrival. I had to get another hotel, while not knowing if Roomer finally processes my booking, leaving me with two hotel rooms.
They only answered on the email with the words "credit card charge back" in it. Maybe that tells all you need to know.
Reply from Roomer
Dear Jonas,
Thank you for sharing your feedback, and I am deeply sorry for the experience you had with Roomer. We understand how frustrating it must have been to arrive at the hotel and not have your reservation confirmed, and for the delay in our response. This is not the level of service we aim to provide.
We’ve taken your feedback seriously and are reviewing what went wrong in this instance to ensure it doesn’t happen again. We are working on improving our booking and communication processes, including providing more timely updates and accessible support options for urgent situations like yours.
I understand how disappointing this must have been, and I sincerely apologize for the inconvenience caused. If you’d like to discuss this further or need any additional assistance, please feel free to reach out to us directly at [insert contact info].
Thank you for bringing this to our attention—it helps us make meaningful improvements.
Best regards,
John
Customer Support Team
Roomer Travel