Roomer Arvostelua 

Because of the COVID-19 we couldn't travel and I knew we had part refundable from this company, however the company took forever to reply; I couldn't get through to them via phone or email, they only replied once to my email and never again eventhough I kept insisting. Terrible company and probably scam, I understand the corona was ongoing but you need to give people their part of refund that you agreed to and respond. I lost my money for this and never plan to stay with them again. Be careful and dont stay with them, choose a better company that will refund you or use credit card and call the bank to cancel. I stupidly used debit instead. Find something that will refund you for everything in case of emergency and that they have a working contact number and emails. Apparently their motto is to protect your reversation but nothing was protected.

Just returned from a stay in Carnforth. Booked with Roomer and had a fantastic stay. Gon Ben-David could not have been more helpful. Have used Roomer many times and we’ve always been very satisfied. Professional and very attentive

I wouldn't even give them one star! I booked a hotel with Secret Escapes and paid extra for the Roomer buy-back guarantee. I received confirmation at that time from Roomer that I was covered. EasyJet cancelled our flights so I tried to cancel my booking through Roomer, but Roomer stated that they had not received the payment from Secret Escapes and I was therefore not covered. This begs the question - why did Roomer state I was covered initially? Also, why did they not inform me that I was not covered until I tried to cancel the booking? As stated, after booking with Secret Escapes I initially received confirmation from Roomer that I was covered. Therefore this is a binding contract and they are in breach of contract.

I have recently wrote a review concerning the appalling customer service I have experienced from Secret Escape and the problems I am having with getting a refund due to Covid 19. I also paid an extra £19.49 for insurance to cover my holiday. Gold Protection provided by Roomer. Secret Escapes have been giving me the run around for 3 months. They said they cannot give me a refund until I obtain written confirmation from Roomer that they will not refund the cost of my holiday. I contacted Roomer and they replied by email. Roomer state that they have never received a fee from Secret Escapes.This means that Secret Escapes have taken my money under false pretenses. This is actually FRAUD. Secret Escapes should refund the full cost of my holiday and the insurance, but no doubt they will drag this out for as long as possible......

Like many others I purchased insurance to cover a break I had booked through Secret Escapes. In March I was contacted by Roomer to say they had cancelled the insurance. No valid reason was given as to why but the email intimated I would receive a refund. Since then I have had no update from them, despite repeated emails. To this date no refund as been received. SE have distanced themselves and have given no assistance to resolve this matter. Appalling customer service by both and something that should be examined further, if not resolved.

Please everyone do not panic, I booked with PRESTIGIA and my flights to Spain were cancelled and obviously I cannot travel, PRESTIGIA keep palming me off to roomer flex who as we all know are completely not helping anyone but themselves, regarding this email they sent that their cancellation policy is voided and follow a link to get back 20% to PayPal , DO NOT follow the link as that shows your acknowledgment of their email and acceptance of their terms, do not get the 20% back, ideally if you paid by credit card you can claim back via them as a dispute or in my case I paid the 80% directly to the hotel so you can also try via the hotel, whatever is on your credit card statement is how you will get your money back, so don’t even bother with roomer flex it’s a waste of time , the bank or credit card is not interested in them, you need evidence that you contacted the travel company and the hotel that you need to cancel and then you should get your money back, It’s long winded but best to get the ball rolling first and foremost with your method of payment and what company is on your statement, disputes are taking around 40-50 days hope this helps x

Worst experience with this company. Do not waste your time booking with them.

I booked through secret escapes and paid a fee for a cancellation option which clearly stated that I can claim my 80% back in the event of cancellation for any reason.

I have been trying to get now for 8 weeks and not even the courtesy of an actual response.

Secret escapes are no better, totally distanced themselves and will not help me at all.

They have both been disappointing to deal with. Especially through these times.

Booked a holiday with secret escapes and Roomer insurance for today. Roomer cancelled the insurance and as yet, despite trying to contact them many, many times we have not had a response so far. Website said 120 days for a refund but so far no details of how to claim this. Secret escapes have also been useless too. Their website said they would contact those travelling two weeks before travel date, they didn’t, we ended up contacting them. Couldn’t help, no refund from them, didn’t want to know about Roomer either. With no job now, no refunds, lost approx £600! Like we can afford to do this!!! If things change we will never use or recommend either agaIn.

I booked a stay with Secret Escapes and bought the cancellation insurance which was supplied through Roomer. Roomer wrote to me to say they were cancelling the insurance policy due to high demand due to Covid-19 and I could claim for a refund within 120 days. This was completely misleading as the reclaim window actually expired within 30 days although this was not mentioned anywhere in their email. As far as I am concerned they lied and they took my money under false pretences - total crooks.

**** UPDATED****
As you may be able to see Roomer advises I would get a full refund from Love holidays I’ve been told my Love holidays to go back to Roomer.... UNBELIEAVABLE

I wouldn’t even give them one star!
Absolutely disgusting service. Lies on the phone and email. The so called support agents can only contact finance through an internal ticketing system. They don’t answer the phone even when you leave voicemails they don’t call you back.
Been waiting for a refund since 4th April and all they keep saying is that it’s with their finance department! Shocking!

Is anyone in your contact centre today I am not joking I have rang 48 times today and no answer I’ve left 15 voicemails over the last 8 weeks to chase my refund and again nobody returning my call.

What sort of company are you telling people they will receive 80% of there refund in 14 days, saying you have a back log of work and then telling people to contact secret escapes when this is your issue!!!?

What number is best to call you on as no one is answering on number 02038268089.

Waste of my time!
Customer service for this company is disgraceful!

Worst experience with this company. Do not waste your time booking with them.

I booked through secret escapes and paid a fee for a cancellation option. I have been told I can claim my 80% back which I have been trying to get now for 8 weeks.

Secret escapes will not help me at all, and they have also been so disappointing to deal with. Especially through these times.

Every time I call someone at Rommer Travel they tell me it’s with the finance team and there’s nothing else they can do. This has been the same for 8 weeks.

Absolute JOKE.

I made a hotel reservation with Expedia Partner Solutions (LoveHolidays) since I could pick up cancellation insurance provided by RoomerFlex.

After booking, RoomerFlex sent a confirmation email that my booking was protected with a 80% refund if canceled up to 24 hours prior to the check-in date (Mar 18, 2020).

Conveniently for RoomerFlex, seven days before the stay (Mar 12, 2020), they unilaterally voided the insurance policy via an "update" email claiming it was only because they are "facing extremely high volumes of requests" due to COVID-19. Yeah okay, that's definitely the reason. I would have more sympathy if you admitted the company would go bankrupt had they not voided my insurance policy and many others.

So I was left with a nonrefundable hotel booking days before the COVID situation deemed it unsafe to travel and government travel advisories were issued.

To add insult to injury, they offered to return the insurance fee within a whopping 120 days to PayPal. Thanks for nothing ... what a disgrace.

Completely disappointed about the service, how is it possible that I paid for a reservation insurance and then they just tell me that due to covid 19 they cannot refund my money! Completely dishonest and unethical! Do not reserve with this company! They will cheat you

It’s during times of adversity you see a company’s true colours.

Shocking.

No accountability.
No morals.
No ethics.

Absolute scum of the earth, I sincerely hope that Roomer Flex and Secret Escapes go out of business.

I'm absolutely frustrated and disgusted with roomerflex's treatment of people. Voiding a cancelation is a nasty way for people to loose out on their purchase. I've gotten two automatic replies telling me 'they'll check my request' which was the end of March. What a shocker I haven't heard anything else since then. Secret Escapes offered no help either. And trying to go through my insurance and bank is just like running in a circle. Is it too much to ask for some human decency and reply properly to a request? None of us have done anything wrong yet we're being punished.

At this point, we must say we have booked countless times via Secret Escapes and have always taken out RoomerFlex insurance and have always been very happy with the goods and services. Fortunately we have never had to cancel or use the insurance till now and what a surprise. Neither RF or SE want to know and give the same generic answers via email when trying to contact them so it looks like we will be claiming from our CC company as we have not received the goods and services we paid for.
See RF Lies “We know things happen, so if you need to cancel your reservation, for any reason, we will take it off your hands and refund you 80%, after fees” So when we tried to do this as we weren’t getting any response from SE this is the answer we received.
“We recently contacted you regarding Roomer's cancellation of the policy you purchased alongside your Secret Escapes booking*. To claim your RoomerFlex fee refund, please follow the instructions sent to you by Roomer. We remain in contact with Roomer to ensure that they process this as soon as possible”.
So not only did we not receive the 80% of our booking fee, to date, they haven’t even refunded the cost of the cover.
You may find our next comment extreme but we sincerely hope the both of you go bust. Please don’t reply with your patronising bile as it makes us sick to read it. You are nothing but a bunch of robbing cowboys and should you both make it through this crisis which we really hope you don’t, we won’t ever use either of you again. Your Charlie big cigars CEO’s and fellow directors should be truly ashamed. The true mark of any business is when the going gets tough and how they react and we all know now the true colours of RF & SE, your reputations are in tatters.

Despicable. Paid for their travel insurance guaranteeing 80% refund, no questions. Tried to cancel due to covid-19 and border closures, was given a message simply stating they had “voided” the promised insurance coverage. What a joke. I wouldn’t have purchased a non refundable ticket without guaranteed travel insurance. This doesn’t seem legal.

Me and my fiancé booked with secret escape and added the roomer flex protection. When we cancelled we were told we couldn’t get a refund, as they had cancelled the protection, so basically we paid extra for nothing, and can’t even get the extra amount back.

Is anyone able to provide information on bringing a law suit against them?

I would avoid this website at all costs. It's been almost 7 weeks since check-out and I've not yet received any money from the sale, nor any indication of how much my room sold for.