Great service good holiday xxxxxxxx xxxxx vbjkk jugdds jjjnnmmbddfykv vvhjjjj jjhgff ggggggjndd vjihsr bjdrj

The worse experience we have ever had. We decided to booked our trip with Alpharoom two months in advance to avoid any disappoint. Having booked seperate flights and only 4 days left till departure, I made direct contact with the booked hotel to make a special request for my 6 months pregnant wife and a 2 year daughter to only be notified that we do not have any reservation.

I contacted a member of staff at Alpharoom to look into this, they put me on hold for a very long period passing me on from one member of staff to the other. When finally a manager came on the phone to apologise and tells me there was a technical error and we were booked into the wrong hotel. I was in so much shock and couldn't come to terms with what happened. I could not believe I was not made aware of this until I made contact, we would have turned up to a hotel in a different country just to be turned away after a very long journey.

Initially they told us the hotel was fully booked and then another member of staff told me there was a room available but at a higher cost (which they told me I would have to pay!)

After 3 long days of calling this company being put on hold, being fed lies, telling me no managers were in and then another telling me there were 2 available to speak to me 10 minutes later!

If this was put right before then I would have been happy but they were not even trying to make this right and just expected me to go and find another hotel myself just 2 days before my flight!

DO NOT USE THIS AGENCY THEY ARE FRAUD!

The worse experience we have ever had. We decided to booked our trip with Alpharoom two months in advance to avoid any disappoint. Having booked seperate flights and only 4 days left till departure, I made direct contact with the booked hotel to make a special request for my 6 months pregnant wife and a 2 year daughter to only be notified that we do not have any reservation.

I contacted a member of staff at Alpharoom to look into this, they put me on hold for a very long period passing me on from one member of staff to the other. When finally a manager came on the phone to apologise and tells me there was a technical error and we were booked into the wrong hotel. I was in so much shock and couldn't come to terms with what happened. I could not believe I was not made aware of this until I made contact, we would have turned up to a hotel in a different country just to be turned away after a very long journey.

Initially they told us the hotel was fully booked and then another member of staff told me there was a room available but at a higher cost (which they told me I would have to pay!)

After 3 long days of calling this company being put on hold, being fed lies, telling me no managers were in and then another telling me there were 2 available to speak to me 10 minutes later!

If this was put right before then I would have been happy but they were not even trying to make this right and just expected me to go and find another hotel myself just 2 days before my flight!

DO NOT USE THIS AGENCY THEY ARE AFRAUD!

Easy to navigate website. Very good hotel and flights prices. Hughe rooms options. Thank you! AAA+

This is second time booked but it will be the last sorri ¡¡!;!;?;

I have never felt the need to write a bad review but cannot believe the way I have been treated by Alpha Rooms.
Holiday booked in Oct 16
On contacting the hotel directly 17/05 they didn't have a booking for me & advised the hotel accommodation co had cancelled their contract with ar in Jan. On looking at my ar account they had sent this info to me in April (with no direct phone call/email) as I along with most people wouldn't look at until needed. If I'd had known earlier I could have booked directly with the hotel which are now fully booked.
The alternate accommodation offered was unsatisfactory, 1 appt instead of 2 & in another resort 10k from original booking! Oh & 10% discount.
I tried to call a several times I was put on hold/cut off/ asked to leave msge (to which they have never replied) finally got to speak to someone they advised that if I didn't take the accommodation I could have a full refund. So after several hours of my time & as we only had 4 weeks before we travel, we were limited on choice of accommodation in the resort and have had to pay another £200 to secure an acceptable hotel for my party.
I was told the refund would take 3/4 days. 4 days later, no refund. So on speaking to them again was advised it had not been processed as they didn't have my card details, on asking when I would be informed the reply was basically if I had not contacted them it would not have been done! I gave my details & advised would be refunded in 2/3 days. As I had written a complaint to them with no answer not even an acknowledgement I asked to speak with a manager & put on hold (who was conveniently on another call, which made a change from previous excuses of in a meeting or not in until later!) & then a change of mind told it would take 4/5 days to be refunded!

If I had not found this out myself it's possible that we could have arrived at the original hotel not knowing what the hell happened and as I had already printed off all vouchers this would have been likely.
I asked for a favourable reply to my complaint and out of courtesy compensation paid which due to the way I had been treated believed should have been offered, If I had of accepted their alternative accommodation I would have received 10% which now seems a very dissapointing offer.

This is a very short review of my dealings with Alpha rooms. I have been booking 2 holidays a year for over 10 years through online travel companies & have never experienced such disgraceful customer service. Obviously I will never use Alpha Rooms again. Please be aware of booking with them!

ADVICE: Use the sitejabber filter option and look at 1 Star reviews. You well see common themes which echo mine of fighting for refunds, awful communication, rooms cancelled at last minute. My advice is avoid Alpharooms at all costs.

Below is a review of my own experience. I am leaving review of service and not wishing to use sitejabber as a means of communicating with Alpharooms. As you will see below I tried doing this over 27 days via phone and email.

On 9th May after 27 days of fighting for money that was mine, scores of unanswered emails, speaking to 18 staff members (who contradicted each other, made broken promises)and hours of my time finally got refund.

For full snapshot of my horrific Alpharooms experience please read from bottom. To summarise, youlike I mightt well be £00s out of pocket with nothing to show for it for a very long time.

UPDATE: 7th May. Xxxxx did not return call with an update. Spoke to 17th person. Have been told to wait 3 to 5 days. Will update on 13th May. That will be the one month anniversary of the start of this awful ordeal.

UPDATE: 5th May
No refund still. 40 minute call today with who I believe is the 16th member of staff I have now spoken to, xxxx. Xxxx discovered a colleague has made an error and my booking (which should not have been made) HAS STILL not been cancelled. 21 days. No refund yet. Words fail me. No one at Alpharooms taking any responsibility. No responses to emails. Hanif said he will call by 5pm on Saturday.

UPDATE: 4th May
The 4th May has arrived. No refund has arrived. Xxxx, the supervisor who had arranged for this on the 25th April has not come through with his promises. There might be hope in that a refund request has been acknowledged in an email on the 29th. So, after 20 days, 15 phone calls. Numerous un answered emails I am still hundreds of pounds out of pocket.

UPDATE: 28th April
Did not think would need an update today. But Alpharooms customer service continues to be shocking with a complete lack of communication amongst themselves. Have now had an email from a 12th and a 13th member of staff, that will paste below. A) does not make sense. B) has clearly been sent prior to any investigation or reading of case history. C) email 2 contradicts everything I have been told on the 26th, 27th April along with many other dates and what email 1 said an hour previously.
E-mail 1
"Dear Mr xxxxx"
Thank you for contacting alpharooms.com.
As per your cancellation policy for non-refundable room supplier confirmed cancellation can be done on full booking cost. If you have any further queries, please do not hesitate to contact us.
Thanking you.
With regards,
Xxxx"

E-mail 2
"Hello,
Thank you for writing us.
Please be advised that as you made a booking for a non-refundable room you will not get any refund if you cancel it. If you wish to proceed with the cancellation at no refund please respond to us as soon as possible.
Regards,
Xxxx"

UPDATE: 27th April
Thought would update. Since my update yesterday, Alpharooms have messaged saying a Senior representative would call. I did get a call from an Alpharooms rep today, not sure if they here senior. Again a nice man. Thank you for the call. Unfortunately, xxxx was not aware of any of the history or notes. (a common theme of the 11 staff I have now dealt with). I asked him to please read the notes. He did. I waited on the phone whilst at work during this time. I know that I had to grasp the oppurtunity of an Alpharoom rep returning a call. I explained that yesterday I has been informed that a full refund would be given by 4th May at the latest. He asked what I would like him to do. I said get a full refund and to please email me outlining what xxxx had articulated yesterday. He said he would. 10 hours later he still has not. This again shows that there is a communication issue. I have 2 incident requests linked to my itineray number below. None have been acknowledeged or responded to. I genuinely feel that along with a full refund a good will gesture in a form other than vouchers with Alpharooms would be appropriate. But know this would not happen. I will update on the 4th May.

UPDATE: 26th April
As of 26th April, NO ONE from Alpharooms has made contact with me via phone, email or twitter. I note that lots of people are told on this website. Surely communication should be good first off and via phone.

In short. Still have no refund. Have spoken to many different staff. Always have to go over same story. None aware of prior calls, do not appear to be any notes on their system for each other. Have been told many times someone would call back... would be passed to accounts... will see refund in 3 to 5 working days... none of this has happened. Rang just a while ago, to be told my booking of the one room is still live! Was told last week 8 working days ago it has been cancelled!

PLEASE think very carefully prior to using this site. Be very clear they are an agent. Just because website says rooms are available, does not mean they are. My experience is that they will take your money, try to fulfill order (with good intentions I am sure)a couple of days later. Book half if only half is available (although clearly this makes no sense, and they know that if they called you to check you would say no, so they pretend or state they called when they have not and book anyway). They will then say that you cannot cancel any product that was available and not get a refund if a room was non refundable even if they have not booked the rooms you required.(a number of rooms in the same hotel is a single product in my view)

In short think very carefully. I am awaiting a refund amount for 2 rooms. Imagine if it was for flights and a large family too?

I want to be clear, all 10 plus staff I have had to try and talk to have been nice and pleasant.

Issue is clearly in policies, systems, lack of clarity on website, training and awful (lack of) communication. I have been told I will receive a refund by next Wednesay, May 4th. Will update then.

UPDATE TO BELOW: Now been 2 days since spoke to Alpharooms re **************. No communication from them.

TO SET THE SCENE.
Decided to use having seen cashback offer on Halifax Bank website. This has proved to be a HUGE mistake. Have google mapped their offices since, Apharooms are Alpha Holidays Limited, Plantation House 261 263 Ecclesall Road. Worth a look! Not sure who is based here as all calls routed to India.
Booked 2 rooms (at the non refundable rate). 48 hours later, not the 24 hours stated on the website (after they have taken the full amount from my account), on 14th April, I received e-mail saying 1 room is not available and they had tried to call. They had not tried to call. They had booked q room for me. (as useful as a chocolate teapot)
Email is below:
"Thank you for placing an order with alpharooms.com. We have tried to call you today with regards to your booking. Unfortunately I must advise that only one room have confirmed.
What are your options?
· You can keep the confirmed rooms and we will process a refund for the difference / reduce your balance accordingly.
· You can cancel all the rooms on your booking.
If we do not hear from you by 3pm GMT on {24hours} then your confirmed rooms will be cancelled and a full refund of your accommodation will processed back to your account.
Please note that the flight element of your booking will remain live. If applicable
Please accept my apologies for any inconvenience this situation has caused to you."

As you will have read above, the e-mail above CLEARLY STATES:
1) "If we do not hear from you by 3pm GMT on {24hours} then your confirmed rooms will be cancelled and a full refund of your accommodation will processed back to your account." (NOTE: grammatical errors and omissions in e-mail are not mine, is as was sent)
2) That an option is: " You can cancel all the rooms on your booking. "

Booked accommodation elsewhere. Then decided to call Alpharooms, to ensure that all rooms would be cancelled and would receive a refund as they were only offering one of the 2 rooms. All call centres are based many thousands of miles overseas. Poor phone lines and limited English from some staff.
No one was able to assist without several times putting me on hold to speak to manager. Was then told could not get a refund on the one room, as the room was non-refundable. The one room should not have been booked, if both were not available. What use is this? It is like ordering a pair of shoes and only receiving one. This is not what the e-mail they sent above outlines.
Navigating through the website, terms and conditions and FAQ they do not mention anywhere about charging for half a booking and keeping your money and not refunding. So far they have said they will try and get a refund from the hotel. I have made it clear and reminded them of what the e-mail Alpharooms have sent to me says. My refund is surely from Alpharooms and not the hotel
Have been on the phone over an hour today.
Am awaiting a return call from Alpharooms. Will see if it comes.
Use at your own risk. Or better still dont use.

Sent from my Samsung Galaxy smartphone.
ADVICE: Use the TrustPilot filter option and look at 1 Star reviews. You well see common themes which echo mine of fighting for refunds, awful communication, rooms cancelled at last minute. My advice is avoid Alpharooms at all costs.

Below is a review of my own experience. I am leaving review of service and not wishing to use Trustpilot as a means of communicating with Alpharooms. As you will see below I tried doing this over 27 days via phone and email.

On 9th May after 27 days of fighting for money that was mine, scores of unanswered emails, speaking to 18 staff members (who contradicted each other, made broken promises)and hours of my time finally got refund.

For full snapshot of my horrific Alpharooms experience please read from bottom. To summarise, youlike I mightt well be £00s out of pocket with nothing to show for it for a very long time.

UPDATE: 7th May. Xxxxx did not return call with an update. Spoke to 17th person. Have been told to wait 3 to 5 days. Will update on 13th May. That will be the one month anniversary of the start of this awful ordeal.

UPDATE: 5th May
No refund still. 40 minute call today with who I believe is the 16th member of staff I have now spoken to, xxxx. Xxxx discovered a colleague has made an error and my booking (which should not have been made) HAS STILL not been cancelled. 21 days. No refund yet. Words fail me. No one at Alpharooms taking any responsibility. No responses to emails. Hanif said he will call by 5pm on Saturday.

UPDATE: 4th May
The 4th May has arrived. No refund has arrived. Xxxx, the supervisor who had arranged for this on the 25th April has not come through with his promises. There might be hope in that a refund request has been acknowledged in an email on the 29th. So, after 20 days, 15 phone calls. Numerous un answered emails I am still hundreds of pounds out of pocket.

UPDATE: 28th April
Did not think would need an update today. But Alpharooms customer service continues to be shocking with a complete lack of communication amongst themselves. Have now had an email from a 12th and a 13th member of staff, that will paste below. A) does not make sense. B) has clearly been sent prior to any investigation or reading of case history. C) email 2 contradicts everything I have been told on the 26th, 27th April along with many other dates and what email 1 said an hour previously.
E-mail 1
"Dear Mr xxxxx"
Thank you for contacting alpharooms.com.
As per your cancellation policy for non-refundable room supplier confirmed cancellation can be done on full booking cost. If you have any further queries, please do not hesitate to contact us.
Thanking you.
With regards,
Xxxx"

E-mail 2
"Hello,
Thank you for writing us.
Please be advised that as you made a booking for a non-refundable room you will not get any refund if you cancel it. If you wish to proceed with the cancellation at no refund please respond to us as soon as possible.
Regards,
Xxxx"

UPDATE: 27th April
Thought would update. Since my update yesterday, Alpharooms have messaged saying a Senior representative would call. I did get a call from an Alpharooms rep today, not sure if they here senior. Again a nice man. Thank you for the call. Unfortunately, xxxx was not aware of any of the history or notes. (a common theme of the 11 staff I have now dealt with). I asked him to please read the notes. He did. I waited on the phone whilst at work during this time. I know that I had to grasp the oppurtunity of an Alpharoom rep returning a call. I explained that yesterday I has been informed that a full refund would be given by 4th May at the latest. He asked what I would like him to do. I said get a full refund and to please email me outlining what xxxx had articulated yesterday. He said he would. 10 hours later he still has not. This again shows that there is a communication issue. I have 2 incident requests linked to my itineray number below. None have been acknowledeged or responded to. I genuinely feel that along with a full refund a good will gesture in a form other than vouchers with Alpharooms would be appropriate. But know this would not happen. I will update on the 4th May.

UPDATE: 26th April
As of 26th April, NO ONE from Alpharooms has made contact with me via phone, email or twitter. I note that lots of people are told on this website. Surely communication should be good first off and via phone.

In short. Still have no refund. Have spoken to many different staff. Always have to go over same story. None aware of prior calls, do not appear to be any notes on their system for each other. Have been told many times someone would call back... would be passed to accounts... will see refund in 3 to 5 working days... none of this has happened. Rang just a while ago, to be told my booking of the one room is still live! Was told last week 8 working days ago it has been cancelled!

PLEASE think very carefully prior to using this site. Be very clear they are an agent. Just because website says rooms are available, does not mean they are. My experience is that they will take your money, try to fulfill order (with good intentions I am sure)a couple of days later. Book half if only half is available (although clearly this makes no sense, and they know that if they called you to check you would say no, so they pretend or state they called when they have not and book anyway). They will then say that you cannot cancel any product that was available and not get a refund if a room was non refundable even if they have not booked the rooms you required.(a number of rooms in the same hotel is a single product in my view)

In short think very carefully. I am awaiting a refund amount for 2 rooms. Imagine if it was for flights and a large family too?

I want to be clear, all 10 plus staff I have had to try and talk to have been nice and pleasant.

Issue is clearly in policies, systems, lack of clarity on website, training and awful (lack of) communication. I have been told I will receive a refund by next Wednesay, May 4th. Will update then.

UPDATE TO BELOW: Now been 2 days since spoke to Alpharooms re **************. No communication from them.

TO SET THE SCENE.
Decided to use having seen cashback offer on Halifax Bank website. This has proved to be a HUGE mistake. Have google mapped their offices since, Apharooms are Alpha Holidays Limited, Plantation House 261 263 Ecclesall Road. Worth a look! Not sure who is based here as all calls routed to India.
Booked 2 rooms (at the non refundable rate). 48 hours later, not the 24 hours stated on the website (after they have taken the full amount from my account), on 14th April, I received e-mail saying 1 room is not available and they had tried to call. They had not tried to call. They had booked q room for me. (as useful as a chocolate teapot)
Email is below:
"Thank you for placing an order with alpharooms.com. We have tried to call you today with regards to your booking. Unfortunately I must advise that only one room have confirmed.
What are your options?
· You can keep the confirmed rooms and we will process a refund for the difference / reduce your balance accordingly.
· You can cancel all the rooms on your booking.
If we do not hear from you by 3pm GMT on {24hours} then your confirmed rooms will be cancelled and a full refund of your accommodation will processed back to your account.
Please note that the flight element of your booking will remain live. If applicable
Please accept my apologies for any inconvenience this situation has caused to you."

As you will have read above, the e-mail above CLEARLY STATES:
1) "If we do not hear from you by 3pm GMT on {24hours} then your confirmed rooms will be cancelled and a full refund of your accommodation will processed back to your account." (NOTE: grammatical errors and omissions in e-mail are not mine, is as was sent)
2) That an option is: " You can cancel all the rooms on your booking. "

Booked accommodation elsewhere. Then decided to call Alpharooms, to ensure that all rooms would be cancelled and would receive a refund as they were only offering one of the 2 rooms. All call centres are based many thousands of miles overseas. Poor phone lines and limited English from some staff.
No one was able to assist without several times putting me on hold to speak to manager. Was then told could not get a refund on the one room, as the room was non-refundable. The one room should not have been booked, if both were not available. What use is this? It is like ordering a pair of shoes and only receiving one. This is not what the e-mail they sent above outlines.
Navigating through the website, terms and conditions and FAQ they do not mention anywhere about charging for half a booking and keeping your money and not refunding. So far they have said they will try and get a refund from the hotel. I have made it clear and reminded them of what the e-mail Alpharooms have sent to me says. My refund is surely from Alpharooms and not the hotel
Have been on the phone over an hour today.
Am awaiting a return call from Alpharooms. Will see if it comes.
Use at your own risk. Or better still dont use.

We booked flights and accommodation with these guys on Sunday,

On Monday we called up as they hadn't taken full payment to be advised they had taken the money for the hotel (£350) but not the flights.

I advised thats ok i wanted to change the hotel anyway (my mistake) and was advised it would be best to cancel this booking and create another which i did.

The next booking they took the entire amount £1000 and then advised me an hour or 2 later that the hotel wasn't available and they only had one other hotel available which was one i wanted to avoid.

I was told i could not cancel my flights with them but the airline would credit me the cost if i wanted.

So all in all 7-800 down awaiting refunds and flights with Monarch that i now had to find a suitable hotel for.

All in all i think the customer service was poor being passed from pillar to post, Cxxxxxn (the man who didn't help me much by not putting any effort into looking for a hotel was pretty poor, and wasn't helpful, or really polite in anyway. In fact i'm pretty sure he even sighed on the phone call).

All in all i have my flights with these unorganised bunch, who should NEVER book flights until they have some matching accommodation.

Wouldn't touch them with a bargepole.

Gave them 2 stars because i was 7-800 down for 3-4 days, they didnt put much effort into finding me a hotel and the customer service was poor and disorganised. I have received my refunds now however so at least efficient in that way.

Hotel booked elsewhere where the customer service was much much better

Updated few hours later:

As ive investigated i also noticed they didnt even process the refund correctly.

The response below is utter bollox, if you try and book flights and accommodation in one booking you expect both or non, booking half is not acceptable no travel agent in the world would do it.

But now you have fairly clarified that any booking made with you may well be ripped apart and then certain bits taken away perhaps your method of trading should be re-organised into a fair system for customers. Whilst i appreciate they arent packages anybody can work out somebody booking a flight and accommodation for the same dates WANT BOTH OF THEM or else NONE OF THEM.

They never want the inconvenience of ONE OR THE OTHER.

IDIOTS.

Also they value feedback so much they have a prepared text statement they post on the bottom of everybodys review. Very caring and personalised. Why have a prepared statement if its rarely used?

www.Alpharooms.com

I had the misfortune to book a hotel by using the service of www.Alpharooms.com. It is a very easy to book and the prices are very tempting, but the things stop there. After wards there is no communication at all, nor by e-mail nor by phone. In fact there is a costumer service number you can call (very expensive), wait for a response and usually not get any live person. There is a little more luck when you call the numper for booking, but when the other site finds out you are calling to complain, ususally you get put back to the waiting line.

Their cancellation policy is also a ripoff because for +56 days cancellation you would be charged %20 of the amount paid.

My experience is: I booked on February 07; paid in full online for hotel, transfers and paper voucher. There was an automatic e-mail assuring the delivery of the paper voucher within 3 to 5 days. The next day I realized that I need to change something about the taxi transfers I needed and sent an iquiry for change. Then I found out how lousy is their costumer service.

I have sent six e-mails include one to their marketing manager ( I was lucky that I foung out his e-mail address, but this is another story) and spent I do not know how much time on the phone and the expenses with that without result

Then I contacted my Credit Card to see my options, because after all I did not know how favorable their cancellation works (you can do it online). From my Credit Card company I had the assurance that they are on my side in case of cancellation and dispute. I inquried a dispute of the charges an then I did the cancellation online on Feb 27,2010. Today is March 19,2010 I still do not have conformation of the canceled booking by Alpharooms nor refund.