Ignored by Alpharooms

zaksmum

I booked a hotel with Alpharooms which they changed at the last minute. The replacement hotel was most unsatisfactory and I complained in writing. Alpharooms ignored this.

I went on their website to place a "Support Request", the only way via email you can contact them. "MY Account" shows a balance outstanding of £78.18, though I paid in full when booking via credit card. I'm concerned that as they have my card details, they will just take this money.

Phoning them means using premium rate lines and being on hold for nearly an hour each time. They then promise to get back to me and - of course - don't bother.

Is my only option to go to ABTA with this? I now realise - too late! - that Alpharooms are the cause of a huge number of complaints, mainly due to their refusal to communicate.

So beware if you're thinking of using them!

J-Man_4

I placed a post on here if you look through about them a few weeks ago. They swapped apartments over there to some that wernt of the same or similar standard. Its impossible to get through to 'existing bookings' and we got our support request ignored as well, its still showing up as 'not allocated'. Customer service at its worst.

zaksmum

J-Man wrote: »

I placed a post on here if you look through about them a few weeks ago. They swapped apartments over there to some that wernt of the same or similar standard. Its impossible to get through to 'existing bookings' and we got our support request ignored as well, its still showing up as 'not allocated'. Customer service at its worst.

Did you take it any further J-Man? They are members of ABTA so I think that's my next logical move. I don't feel they should be allowed to just ignore genuine concerns of their customers.

The only way to email them is via a drop down box on the Support Request form, headed I wish to complain, so presumably they look through the support requests and just totally ignore any that are complaints.

Any potential customers of Alpharooms need to think very carefully about booking with them. Travel republic are miles better.

J-Man_4

I know its been a while but on the 14th sept Alpharooms sent us a letter apologising for the delay but they were inundated with complaints and refunds with the ash cloud (complaint put in early april) and also airlines going bust. They said they had been in contact with the company providing the room and offered to give us £36 (1 nights stay) plus 10% of a future booking with alpharooms. We thought we'd take it and go and the money was transferred by the time we got back from our other holiday.

I did threaten to take the matter to ABTA, although you needed copies of all correspondance and needed to give them so long to reply (require dates for this as well). In the long run it wasnt worth it.