Roomer Arvostelua 

As with everyone below me, I cancelled my hotel in NYC from 30th March - 4th April through loveholidays and paid a bit extra to receive an 80% refund through use of roomer flex. After this, I emailed the situation to their help email (after trawling through their awful website) and was met with “we have passed this to our finance department who are working on this request” this was the 23rd March. It is now 25th April.

Shocking. Completely crap and useless customer service. Why should I pay extra for a rubbish service.

DO NOT USE.

I booked a Hotel through Secret Escapes in the UK and took up their recommendation to insure through Roomerflex against cancellation. This was cancelled on the 4th March - weeks before the Coronavirus pandemic struct the USA - and a claim made against Roomerflex who promised that I would be reimbursed within 14 days. It is now the 23rd April and no refund has been received. All Roomerflex keep telling me as with others in my position is that the finance team have authorised the payment, but are unable to tell me when the monies will be released. During my last conversation on the 20th April with customer experience hero Ella I was still unable to give me any firm date when repayment would be made I questioned the financial viability of the company as there can be only two reasons why payment has not been made. 1. incompetence 2. Lack of funds.

DO NOT USE SERVICES. I can personally confirm all the negative experiences previously stated. As of now, I am trying to just get a response from anyone at Roomer Flex for over 1 and 1/2 months. (Is there a possibility to file a class action law suit with other people that were scammed by this company?)

Edit: I find it interesting that Roomer Flex cannot answer to any of my emails nor messages for over 6 weeks, but is in fact able to comment on this public posting in just a day.

Roomer voided our cancellation insurance contract in violation of their own terms and conditions when it appeared they may not be able to sell the room on. To add insult to injury they say it will take up to 1/3rd of a year to get our insurance fee refunded by them. As they are also an American company you can only sue them there which makes the cost of pursuing a civil claim prohibitive.

Avoid.

Terrible company-do NOT use.
Am waiting for over a month for a refund which I now think I wont get.

DO NOT USE!

I have been waiting for refund over a month now. I also had the same experience as others, just getting the answer saying that the finance team has been instructed to give me the refund, but they never come back to me. I am now worried that I will never be paid.

Do not use! These people are thieves! An insurance company that cancels policies when they think they might have to pay out!!

I booked a hotel through Travel Up and then paid extra to have cancellation insurance through Roomer Flex. I cancelled the hotel booking well within the cancellation period and Roomer confirmed that my refund would be processed WITHIN 14 days. The latest therefore I expected payment was 16 March, being day 14. I am writing this on 31 March and no sign of refund. The customer service reps just say the finance team has been instructed but am starting to think they won’t pay. They can give me no indication whatsoever what sort of delay they are working with and I’ve had no apology. I am at a loss what to do next, I’m leaving this review to 1) warn others and 2) in the hope someone at Roomer sees this and is able to escalate for me
UPDATE
14 April today and no refund.

How they have two stars is beyond me. Inept call centre staff who lie through their teeth. I really hope COVID-19 sends you under as a business. What karma for the way you are treating people. Protect your booking through "Rommerflex" another scam of a country based in the US who wont even pick up calls or respond to emails. If you do make it through this crisis I will certainly ensure myself, friends and family never use your "services" again.

Horrendous company. I cancelled a booking on the 24th february as i was unable to travel due to a car accident. I was promised that my refund would be issued on the 9th march. After two phone calls to them and being told that it had been escalated to there finanical department i still have no refund. Seems to me that this company are scammers! Ill be contacting the financial ombudsman ss they shouldnt be getting away with this!

It should be zero stars as they are a con. Sell you insurance with no means of claiming on it. PayPal or wire transfer does not work. Lesson learnt don’t buy travel insurance it’s a racket

I booked insurance with this company on Feb 25/2020 for my stay in London that should have been happening next week. The reason I booked with them was because I had the option to cancel up until 24 hours before my stay and still get 80% of my money back. They emailed me last week to advise that they cancelled my insurance due to COVID-19 and will be refunding me within 120 days. Their website states 'For a small fee, you can protect your reservation and receive 80% refund if you have to cancel. With RoomerFlex™ 1-Click Cancellation, getting your money back couldn’t be easier!'
- YEAH RIGHT!
'No stress, no phone calls. Just sit back and relax. We have you covered'
- NO YOU DO NOT.

I have sent them 2 emails, the first one 1 week ago and to this day, they haven't even bothered responding.

As I already mentioned, my booking was made on the 25th of February.. 25 days AFTER WHO declared the coronavirus outbreak a GLOBAL Public Health emergency. They had 25 days to STOP offering insurance, but they did not.

This will not stop here. I will not be penalized for their inactions.

What is the point in buying hotel insurance if the insurer just decides they dont want to pay out and will only offer your insurance cost back? Absolutely disgusting actions from room and secret escapes.

All of us are experiencing a horrific scenario play out. Travel at this point is impossible. Unfortunately, I booked a trip (our first in three years) to Royalton in Mexico through Secret Escapes with travel to begin this past Wednesday, 3/18. By Monday, 3/16, I decided that it was prudent to cancel. First, I used the partnered travel insurance provider, Roomerflex. I received an auto response that, due to world circumstances, they aren't honoring the insurance and are "gladly" refunding the payment made at reservation. Next, I contacted Secret Escapes. Their response, too, was auto reply telling me to contact the hotel. Finally, I contacted the hotel and they said to contact Secret Escapes. I've received no help. My next call was to my credit card company and I'm guessing they'll get a response. I understand this is unprecedented. We are all in bad situations either financially or health or both. However, I can't afford to walk away from thousands of dollars here. Secret Escapes, Royalton or Roomerflex should do the right thing and refund.

This company is a con they are quite happy to sell you the cover,and take your money then if you try to cancel your booking and claim on the cover they tell you sorry due to the COVID19 pandemic the cover is withdrawn
I had two hotel bookings that i would not have made were it not for the cover, due to the current situation tried to cancel and claim my 80% of fee back on this cover was ingormed that they were withdrawing the cover , i could have my cover fee back but that would take up to 120 days, then tried to follow roomer flex instructions online to get fee back to find that also wasnt working,
DO NOT USE THIS COMPANY !!!!!!

In same situation as the many many others having had my cancellation policy - VOIDED.

No doubt they will re-invent themselves and start trading under a different name!

Now got to start the long process of trying to get some money back for the holiday.

Good Luck everybody.

Disgraceful disgusting customer care services absolutely useless

Digraceful service. I booked a Secret Escapes room on 3rd March and took out the recommended Roomer insurance. Two weeks later get an email, as it looks like Roomer are going bust, to say that they are cancelling! Refunds - 120 days - sounds like cash flow issues!

Secret Escapes are at fault here. I have just spoken to the Insurance Ombudsman - they cannot do this and the recourse is to Secret Escapes as Roomer are registered in the US!! I now need to cancel my booking due to immuno compromised partner and SE tell me to call the hotel - the hotel tell me to call SE!

I urge all with Roomer issues to contact the Ombudsman and email Secret Escapes with a heading of OMBUDSMAN - ROOMER COMPLAINT

Secret Escapes, after two months, are now trying to state it is nothing to do with them! Why use a US registered "Insurance" company -who are still advertising their services! My money went to SE and they tell me that they are getting no response from Roomer - who wanted 120 days to pay my refund of £8. But I guess all those £8 payments add up???

The Ombudsman is taking action and asking for reports

All sounds very familiar. I to took out a cancellation policy with this firm only to be told a week later that it had been cancelled due to the overwhelming number of claims they had received. I pursum it's because of the corona virus. So why let people keep on booking these polices when they are aware they have a problem! I Booked it through secret escapes, But when I went on the Roomertravel website there is no WARNING about potential problems due to the OUTBREAK!! and the worst part is their obviously still letting people BOOK!!!

Like many other fellow travellers, we have had our cancellation policy cancelled by this company in the last couple of days telling us we will get our policy money back in 120 days!
What I find amazing is that their website is still open and actively selling online cancellation policy's with a bold statement "Your guest will have the reassurance of “any reason” cancellation and refund".
They have to be trading illegally but are still selling their products so my advice is STAY AWAY.