JDavis625

I just wanted to add my own data point to this thread:

On 5/12 I booked a two-night reservation set to begin on 5/14, but the desk agent couldn’t find my reservation when I showed up at the property at 5:30pm on 5/14.

I showed them my confirmation email from Roomer, and eventually the front desk manager was brought in to figure things out. After a few minutes them not finding the reservation, I called the number for Roomer from the confirmation email.

It rang for a few minutes, going through messages saying that all agents are busy, and someone would be with me shortly. After three or four minutes of this, the line eventually transfers to a voicemail and that’s it. I went through this process three more times, finally leaving a message on the last try. Based on the fact that he system essentially ends the call after a few minutes rather than keep customers in queue, I’m pretty certain this line is never actually answered.

At this point there was still no luck from the desk agents, manager, or reservations specialist that they’ve phoned in. I sent a message to the Roomer customer support email address at around 6pm. At 6:15pm, the manager (who had now spent over thirty minutes of his time on this) had the agent go ahead and put me into a room while everything gets figured out.

At around 6:30pm, I receive a call from a Roomer customer service agent who says that they’re working to contact the original booking agency (Priceline) to see what’s going on. I explain that the hotel has put me into a room while this gets sorted, and the Roomer agent says she’ll call me back as soon as there’s an update. By 7pm the Roomer agent calls me back and lets me know that her point of contact at Priceline has spoken with the hotel and gotten the problem fixed.

The issue was that when Priceline contacted the hotel to change the name on the reservation (at Roomer’s request), the property only added my name in the reservation notes, which wasn’t searchable by the desk agent. For what it’s worth, I didn’t realize previously that Roomer doesn’t actually work directly with any of the hotels, but their business model makes a lot more sense to me now.

In the end, I wasn’t extremely worried at any point because 1) I’d read enough positive reports of Roomer handling situations like this 2) it was a very inexpensive stay 3) it was only an hour from home. While I can’t say I enjoyed standing in the lobby for forty-five minutes, I was ultimately satisfied in how both the hotel and roomer’s customer service handled the problem. I’m disappointed in Roomer’s phone support line not actually being answered, but know if I have any issues in the future that the best plan of action is to contact them via email.

My advice to anyone thinking about using Roomer:

This isn’t my first time using the site, but it is my first problem with them. There are inherently going to be risks with their business model there are multiple points from beginning to end that are susceptible to human error. But if you’re like me, an 80%+ discount is worth risking a little hassle at check-in every once in a while.

SinglePapa2

Thanks for thorough explanation, JDavis625! This explains more than Roomer themselves care to explain... You are lucky hotel didn't charge your CC (rack price!) like they did mine (without ever telling me). What do you think: can a U.S. hotel ever try to pull such, without violating some sort of law on unauthorized CC charge? After all, hotel has been presented by the guest with proof of fully prepaid stay - how in the world can a hotel then sell you future stay at their arbitrary price without telling you anything at all, only making use of your card number collected "for incidentals"

JDavis625

I was following your story in the other thread when you were having problems. I'm glad it ended up working out.

When I was trying to check in, during the confusion, the front desk agent tried to create me a reservation on the spot at the walk-in rate. I confidently explained my stay was fully prepaid and that was the end of that. After the manager told her to check me into a room until things got sorted, I made sure that the rate was $0.00 on the paperwork I was signing (it was) so that there couldn't be any sort of confusion later on. I purposely used my Amex Platinum for incidentals, so if they did try to charge me I feel confident that Amex would have been on my side.

As for whether hotels here in the States could legally do that, I am not a lawyer, but I would assume not - as long as you make sure that you don't sign anything agreeing to be liable for the rate. For example, I made sure that the paperwork reflected a rate of $0.00. Even on non-prepaid stays, you should always be double-checking the rate anyways - as we both know, hotels sometimes make mistakes.

From what I remember reading, your experience was with a debit card. I can understand how an unexpected charge could cause problems there. I'd highly recommend using a credit card in the future. If there is an issue and you have the documentation to support your claim, as you did here, it's easy enough to dispute the charges and none of you actual money will be tied up. Even if it's just a secured card with a micro-limit, it's a lot less risky than using a debit card. But, I understand that there are countless reasons why getting a credit card isn't practical for everyone.

SinglePapa2

With due respect, JD: u were an hour from home! So u could afford a "confident" stand, insist on $0.00 penned in and such. Most of check-in realities have guests "ready to sign anything to get it over with". One may well be in a party with weary personages of vulnerable ages, medical condition, worrying to misplace belongings, etc - and sometimes in a worrisome size check-in line... Any delay of getting keys is highly undesirable. On top, check-in paperwork is sometimes not easily readable. To hold a consumer to the letter of such should be viewed unethical biz - moreover that registration desk's VERBAL promise impresses on you that your card is collected as a pure formality, "for incidentals that may occur during your stay".

My question is blunt: how in the world may a hotel be allowed to put an UNAUTHORIZED charge on your card (moreover that your folio includes proof that you've already been charged for the entire stay)? What is this, a joke? Hotel states to you VERBALLY at check-in that they are taking your card "for incidentals", which implies that your card may get charged AFTER an unlikely negligent act of yours. Then how can it be viewed less than criminal, if a manager subsequently (in the next hour!) uses your card to sell you FUTURE stay at a rate ONLY they determine?? What possible printed language can allow them such an absurd action? (Isn't it unauthorized sale/purchase?) In my case, manager slapped on my card at a later hour (of the same check-in day April 5th) their rack rate for the days of April 5 thru April 10, and never made any attempt to inform me (while knowing that I had zero reason to suspect that ANYTHING happened to my card). Based on what authority?? What does it mean: you're required to hand over your card number "for incidentals" - and you're taken away all of your consumer choices??

I find it fascinating that u seem to be the first one on the forum to (tepidly) opine "I would assume not". All responding members in all threads I tried to ask this question kinda opined: "hotel manager can do with impunity anything hotel manager pleases with your card number, at any time" (even before I actually stay on their property on April 6, on April 7, on April 8, on April 9 and on April 10??) As a U.S. Consumer of a U.S. Enterprise I find such right of a hotel very hard to believe, no matter what language may be planted within their standard paperwork

cestmoi123

If you think a crime has been committed, call the DA's office in the area and demand they press charges. If they decline, you'll have strong evidence that, regardless of what you believe, no crime was committed here.

If you think you've been harmed, but no crime has been committed, sue the hotel. If you lose, that will be clear evidence that there was no civil violation either.

If you're not willing to do either of these things, then we can only assume that you really just enjoy ranting on message boards, but don't actually believe in the claims you're making.

It was an annoyance. It got resolved. You've suffered no tangible harm.

SinglePapa2

This was second time this year that a different Orlando hotel and under different circumstances committed a similar transgression: selling FUTURE nights to my card (obtained at check-in "for incidentals"), without card owner suspicion. That's why I'm putting out this question to members here (I'm assuming we are all consumers who love and seek out third party deals): why do hotel managers act in this fashion, seemingly with impunity? Aren't they obligated to tell a guest: look, we don't have payment for your next 4 nights; you need to choose between vacating and authorizing this payment.

Please tell me HOW AM I ASKING A CRAZY QUESTION HERE. I'm seeking knowledge, so that to be prepared if such seems to be a possibility ever again upon my next check-in on an unusual deal

SinglePapa2

Or do you think that buying heavily discounted stay from Roomer, which was originally purchased by someone (you'll never know) as non-refundable, is NOT an unusual deal?

cestmoi123

No. Question answered.

SinglePapa2

Answered by whom, based on what. I haven't seen one straightforward answer - and you seem only to make mockery of current topic. For those who want to pursue these deals: realize, this transaction may have involved 5(!) arms-length entities!! The original purchaser, the OTA who original purchaser might have paid to, Roomer, the hotel and yourself. And we're given no datapoints about the first two before our arrival. What I also realized in case of timeshare management - they may (behind the door of their office) NOT ENJOY the fact that Roomer and their client barge into their domain. They themselves ordinarily get to play with their access capacity or their limited capacity - whatever the case may be. Suddenly you+Roomer present them with an intricate issue where they get no (?) benefit whatsoever. Or am I missing their benefit? Original purchaser or his OTA already bought from them, non-cancellable, long ago. Do they get one penny from your appearance at check-in?

cestmoi123

I personally wouldn't use Roomer for exactly the reason you describe - too many parties involved, and the hotel has very little incentive to be helpful.

You asked if a hotel may put a charge on the card. I said yes, they may. You aren't actually asking "may they do this," but rather making post after posting demanding that we agree with your opinion that doing it is some sort of crime. I don't agree with your opinion. Since you haven't been willing to actually treat it as a crime by reporting it, it's pretty obvious that you don't really think it is one either.

SinglePapa2

I don't possess enough knowledge. That's why I'm throwing the question to members, at least one of whom may provide a thorough explanation. I can't comprehend HOW a hotel manager can use your card (collected "for incidentals" that you "may" be neglectful about) to sell you FUTURE stay WITHOUT telling card owner! It boggles my mind - doesn't it yours? Moreover that they have in your folio your proof that you've already paid OTA!!

chgoeditor

You've asked the question no fewer than 2 dozen times. Since you're clearly not getting the answer you're looking for, I'd suggest you try asking it to some different audiences:
1. A consumer rights lawyer
2. Your credit card issuer
3. Hotel managers

BTW, they didn't "sell you a future stay." They used your credit card to pre-pay for your existing stay. A "future stay" would be one that's, say, two months down the road. You've checked into the hotel. They are charging you for your CURRENT stay.

SinglePapa2

Can you support your interpretation?
1. They checked me in based on "fully paid" printout confirmation, which they DID enclose into my folio, and it was found to be still in my folio at check-out 5 days later.
2. If they suddenly can't find their receivable at any point after check-in, don't they HAVE TO give me a choice of vacating rather than charging their rack rate to my card for ANY future days, without my knowledge??

Frankly, I find your interpretation outrageous - and I wonder if EVERY CRITIC OF WHAT I'M SAYING would like their card to be charged unauthorized (and with no suspicion on his part). Again, when they take your card at check-in, they VERBALLY state it's for "incidentals" (and this verbal statement serves to overrule whatever they may have planted in their standard fine print)

Peterpack

So has anyone successfully SOLD their unwanted reservation on Roomer ?

I have one i may want to sell

How do you get paid ? do you need to give Roomer your original credit card details ?

cestmoi123

Don't you think that the fact that nobody's posted here to support your view is a hint?

I wouldn't care if they charged my card erroneously. It would be worked out long before I ever had to pay a penny out of pocket, and if it came to it, a 5 minute phone call to dispute the charge would be the end of it.

Verbal contracts are worth the paper they're printed on.

There was confusion. It was a minor annoyance. It got fixed. You aren't damaged in any meaningful way (except for the $0.37 in lost pre-tax interest).

Either move on, or try making your case somewhere else, because you're not getting the affirmation you so clearly crave here. In any case, stop hijacking this thread.