Roomer Arvostelua 

We booked rooms at new york 3 times.Recived instant confirmation, the check in process was smooth and the rooms was upgraded as well at great prices.Highly recommended.

These people are THIEVES. Avoid them. I booked a room with an 80% cancellation guarantee from Roomer (for 13th September). I cancelled. And still nothing. I was passed to loveholidays (who themselves are disgraceful) and have been passed back to Roomer. I am disgusted by them This is basically theft.

Disgusting practice on behalf of roomerflex - I cancelled my stay with them over one year ago via a booking made through secret escapes for a stay in Brighton in the UK (the cancellation was made in Feb 2020 well before restrictions on travel came in and long before roomerflex amended their booking policies). I have emailed both parties, neither of home seem to care that there is money owed, I get fobbed off - and asked for time and patience due to the ongoing pandemic, though roomerflex don’t seem to understand how some people would appreciate the money - they are a multinational company are not the only ones suffering at the current time!! I will never use roomerflex again as it is not worth the money and the guarantee is useless.

I had to cancel (before March 2020 lockdown) an overnight trip booked through Secret Escapes,and supposedly protected by Roomerflex insurance.
Their Customer Service is non existant. I have repeatedly e-mailed and phoned. Still waiting after 11 months for the refund!

Roomer replied they had sent me an e-mail several days ago.
They hadn't.
No surprise there as they have promised several times to get back to me and never do.
On 5 March 2021 it will be 12 months since I cancelled and still waiting for my legitimate refund.
Rather longer than the 14 days promised when I took out the insurance.
Still trying to get my 80% refund (April 2021). Every time I e-mail I receive an automated reply saying I will be contacted in a few days. Never happens!
As I said a non existent customer service. Disgusting

Like everyone else here my COVID experience with Roomer has been disgusting.

They cancelled our policy before the hotel cancelled our reservation back in March, and explained we'd be getting a refund in November.

This hasn't happened and they refuse to communicate with us. How an unregulated company got chosen for so many holiday companies is beyond me but hopefully this will teach the industry a lesson.

Disgusting company. Paid money for my mum to go away for her birthday last March and due to Covid this was cancelled as expected. I received an email confirming I would be refunded in 120 days so I waiting this out. Come November I emailed multiple times, I know how busy everyone is due to Covid delays as I work in financial services but this is appalling. I received just one email and this was just to say I can get my refund of £14. WhaMillion t about the couple hundred pounds I’ve paid? I called secret escapes and they said my policy was cancelled. I have had no communication with Roomer other that to get my refund. Disgusting service and I will be taking it further if I do not have a reply.

we are in the same position as many people and wonder if there is any action which can be taken?
We were informed by Secret Escapes that they had paid Roomer.... not sure what they paid! Surely they have some comeback ???
We too cancelled before lockdown. What was the point of paying an insurance premium? ended up losing out cost of the holiday and the premium!!! very annoyed!
UPDATE:
We have now had a helpful response from Secret Escapes with a credit to my account as a goodwill gesture. BÙT, STILL NO REFUND OR RESPONSE FROM ROOMER
**
**UPDATE FEB 2021...
We STILL have not been refunded ..., a year since our claim. APPALLING SERVICE!!
WHERE ARE THEIR RESPONSES?

I placed a room with this company back in March. They sold it and have not paid me. Con merchants of the highest order

It seems like this is a reoccurring theme here but my wife booked a trip through Secret Escapes and took out the Roomer insurance. We cancelled it before Covid and lockdown happened in March and still no luck in getting a refund. We have been sent from pillar to post by Secret Escapes and Roomer and are still no further forward. Now Secret Escapes are saying there is nothing more they can do and Roomer are not returning calls, emails, tweets etc etc. Has anyone actually received a refund from them or anyone taken the matter further?

I booked a room with Secret Escapes in May after numerous emails to them they have came back to say I need to go through Roomer for my refund which I have tried but no response has anybody had any luck in getting a refund either from Secret Escapes are Roomer ?? Thanks in advance

If I would give this zero stars I would. I sold a room through roomer in March 2020. It's now October and I have not received payment as they promised. I filed a complaint with the BBB in June. Roomer promised payment by Oct 8th and have not yet paid me. Do not sell your hotel room via roomer! If you are stuck with a hotel room, you're better off losing money! Don't let this crooked company benefit off you too.

I booked a holiday with Secret Escapes and paid the additional for roomer insurance, when this trip had to be cancelled due to Covid neither parties have helped other than sending me automated responses and I am still waiting for a refund. This is disgraceful, do not use either company

I booked a holiday with Secret Escapes in February and was offered insurance with 80% money back within 24hrs of travel date with Roomer.
Due to Covid and me being on the vulnerable list my husband and I decided not to go. I started in June to try and cancel my holiday in Cumbria Pine Lakes.
Roomer said they had not been paid by Secret Escapes....Secret Escapes said to try in August when they will have been paid then.
To date and several emails to Roomer I have not received my money back. How can this issue be progressed?

Booked a hotel with Secret Escapes in January, paid up front. The hotel had to cancel due to covid. Took out insurance with Roomer. After many, many emails (no one answering phone calls) Secret Escapes advised that they have paid Roomer in full and that I should receive my refund. Two months later I am getting no where with Roomer. They are quite insulting when they do reply. Any advise?

I booked a holiday to Italy through Secret Escapes in February 2020. I took out the cancellation insurance due to concerns around Covid-19 and sadly we did have to cancel. Secret Escapes told me that I could claim 80% of the amount paid but this was managed by Roomer. So far I have sent over 30 emails to Roomer. I have not yet had my refund, although I was told on 30th March that the refund "may take up to 120 days" and on 27th April that "I can assure you that your refund will be provided no matter what" - but on August 4th I was told that that they "would check status" and on 21st August just "to see our response" - there was no response. Very very poor service and as of today (18th September) STILL no refund.

I booked a holiday with Secret Escapes in February and was offered insurance with 80% money back within 24hrs of travel date with Roomer.
Due to Covid and my husband being on the vulnerable list we decided not to go. I started in July to try and cancel my holiday in Cumbria Pine Lakes.
Roomer said they had not been paid by Secret Escapes....Secret Escapes said to try in August when they will have been paid then.
To date and several emails to Roomer I have not recieved my money back.
Will not use this company again

Kein Kundenservice

Ich habe eine Hotelbuchung über prestigia.com gegen 100%ige Vorauszahlung abgesichert im Stornierungsfall durch eine 80%ige Rückerstattung durch „RoomerFlex“ vorgenommen. Durch einen schweren Krankheitsfall in der Familie musste die Buchung storniert werden. Seit Juli 2020 versuche ich mein Geld retour zu erhalten. Telefonische Anfragen sind unmöglich, auf Emails kommen standardisierte Antworten ohne wirklich auf den Fall einzugehen. Ich rate aufgrund meiner Erfahrungen sowohl von Buchungen über Prestigia.com bzw „RoomerFlex“ dringend ab. Vor allem niemals eine Buchung gegen Vorauszahlung tätigen. Das Geld sehen im Falle einer Stornierung nie wieder.

I paid for Roomer insurance for a hotel booking in March. I tried to cancel the booking within the allotted time on their portal. On the same day I received an email with my insurance fee back to say they were no longer covering me. Appalled at the service and I’ve received no response from them.

I wouldn’t even rate it 1 star. I used roomerflex back in March and still waiting on my refund (it is now, September). Their policy of money will be returned in 24 hours no questions is a complete lie.. i have tried calling and emailing so many times to have no response!

May 2021: still ignoring my calls/messages left on their answer machine and emails - 1 year and 2 months later still no refund!!

Like most people that have a negative experience with Roomer I wish it were possible to give zero stars.
In January 20 I booked a break through Secret Escapes and payed them the Roomer cancellation insurance. At the beginning of March I had to cancel the break and claimed on the Roomer insurance and received confirmation that the money would be in my Paypal account by the middle of March. When it didn't arrive I emailed Roomer and they told me the claim was with the financial department, they continued this line in every one of my requests throughout April May June July then suddenly they said that they never received the premium from Secret Escapes so it had nothing to do with them. I have to admit the person who thought of this excuse must have saved the company an incredible amount of money and will be the default for many insurance companies in the future.
I had already been in contact with Secret Escapes and they said that they would look into the matter and that Roomer were difficult to contact, after months of waiting I received an email stating they would refund my premium which I refused and said I wanted the claim settled, they ignored me and refunded the premium to my credit card and wont respond to any of my emails.
I hope this review is enough to stop people ever using them.
Update: After placing a negative review for Secret Escapes on Trustpilot SE are saying they definitely paid Roomer, its a shame when supposedly reputable company's have to resort to blaming each other