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26 Reviews

Online hotel bookings for cities and resorts worldwide.

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    26 Reviews
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      08.02.2014 17:06

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      Credit card charge of £47.15 needs refunding!!!

      Well I booked a holiday with Alpharooms less than half an hour ago. Despite being told there was no credit card charges to my booking, the confirmation email shows me different! A credit card charge of £47.15 has been added, which actually changes the quotation I was given whilst in the phone. Based on this price given, I confirmed I would go ahead & make the booking .... For which I had to pay for the flights in full. Not a problem as I had expected this & wanted to pay with the credit card to insure the booking should anything go wrong with Aloharooms in the meantime. When taking card details I again brought up the subject of card charges & my agent confirmed "we won't charge you for using the credit card" ..... Until I read my confirmation email!!
      I've called Alpharooms who said that they don't charge for use of credit cards, but airlines may choose to .... This is :
      1. misleading
      2. Not reflected in the price I agreed when choosing to make the booking.

      I now have to wait for Alpharooms to listen to the call between the agent & myself before they can proceed with issuing me a refund ... Despite stating all over their website "no credit card charges or booking fees"

      Beware of thus when booking.

      Hopefully I will be posting again to tell you how wonderful they were in sorting out my issue ...... Then I'll add more stars ;-)

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      28.05.2013 16:23

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      not happy

      Where do I start with this?!

      Firstly the figures on the confirmation documents didn't add up to what we had paid for the holiday. I contacted Alpharooms and was told that the amount on the confirmation documents was correct and no extra money would not be taken from the account. Days later I found that more money than I was told had been taken, I called Alpha Rooms as soon as I noticed this and I was told the money would be refunded 3 - 5 working days. I asked for this in an email which I received straight away, however a week later I checked my account and the money had not been refunded. Again I called Alpharooms, and was told that the refund hadn't been processed, so they would re-do it and it would be back in my account within 3-5 working days. I have this morning received an email from Alpharooms saying that our hotel was overbooked and an alternative hotel was offered, I don't understand how they can overbook a hotel. We stayed at the hotel we chose 3 years ago and really enjoyed it, we spent days looking at other hotels in the area online but none seemed to rival the hotel we had already stayed in 3 years ago, hence booking it again.

      The email received this morning offers this alternative hotel or a refund; no refund is offered for the price difference in the two hotels, and nothing is mentioned about a refund for car hire which we booked at the same time through Alpharooms, or our flights.

      I have rung up a number of times and find the whole 'customer service' routine to be very unprofessional. Booking a holiday is supposed to be exciting and going on holiday is supposed to be something to look forward to. I have just found using this company has caused me a lot of stress which definitely wasn't the aim of booking a holiday.
      Throughout this whole debacle I have tried to stay calm, however today was the last straw. In recent weeks when I have rung up, I have felt that the adviser whom I was dealing with was not grasping the issue, so I have then (on a number of occasions) asked to speak to a manager, up until today I have been told that a manager isn't available or that there is no reason to speak to a manager. Today the only reason that I was put through to a manager was because I said that if they didn't put me through I would contact certain members of the press, speaking to the manager however was no more useful than speaking to the adviser.

      Alpharooms 'customer service' is unprofessional and I would not recommend anybody to book a holiday using them. I would have preferred to pay a bit more money to a company who were competent and professional in the field in which they are trading.

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      27.05.2013 19:29

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      Worst company Ever

      We booked a holiday in NYC over new years eve with this company and after 3 weeks of everything being confirmed and accommodation vouchers being sent detailing our itinery we received an e mail saying a 'link error' had occurred and we were not booked into the correct hotel. The hotel booking was cancelled by Alpharooms and we were advised to phone in to discuss our options. Our options were basically 'this is not Alpharooms fault as we have mention of this in our terms and conditions and if you want us to find you a new hotel we can, but any difference in cost is down to me to deal with'
      WHAT!!!!!!!!!!!!!!!!!.
      They also quite cleverly mention in these terms that any flight/hotel combo will not be booked as a package (giving the buyer protection under ABTA regs) but as separate and completely different items leaving you with absolutely no redress if anything goes wrong.
      Thank you Alpha rooms for leaving us with non-refundable flights to NYC and nowhere to stay whilst there.
      Customer services is nothing short of laughable when all they constantly requote it is not our fault it is in our terms and conditions.

      Do yourselves a favour and book your itinery with anybody else out there apart from these very clever tacticians

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      26.03.2013 22:22

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      Misleading information to lure you in

      We had used Alpharooms before so didn't have an issue with using them again for a hotel booking. They appeared to be the cheapest when using a comparison site and happy that they advertised a price promise that if you find the same room cheaper on the web they will match it I went ahead and booked. Later that day I found a cheaper price by £40 for the same room offer in the same hotel. Not a problem I thought as the price guarantee from Alpharooms would give me the difference. How wrong was I. After waiting 5 days for a reply I was told this did not apply to rooms with another provider if they were discounted, on promotion or a special offer price. This pretty much made sure that they would never match a cheaper price as most suppliers like Laterooms, lastminute.com etc specialise in discounted rooms. I won't use them again even if they appear to be the cheapest.

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      15.01.2013 11:49
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      Don't bother taking the risk

      Just booked with alpharooms.com for 3 x twin/double rooms at hotel in London for a group. On website I supplied the names of each occupier of the rooms and clicked the box to pay the deposit with the balance to be collected 2 months before arrival at hotel. I asked for twin rooms. That was yesterday. Today I notice from my bank account that they have taken the full payment. I also notice that I am the only named occupier. When using their 'manage bookings' form on the website I notice that I will be charged an extra £35 x 2 to add the names for the other 2 rooms. When I phoned they use a premium rate number at say I will be waiting at least 6 minutes. I have phoned the hotel to check the booking - at least they have received it but can't guarentee that rooms will be twin. Looking like the small saving I made by booking through them will not be worth the extra hastle of their poor customer service.

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      10.12.2012 21:53

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      Don't make the same mistake we did... We even gave them two chances

      Well what can be said about Alpharooms..... Fairly Cheap? Well yes. But at the same time - Far from easily contactable could also be said. But mainly just one thing should be said in particular DO NOT UNDER ANY CIRCUMSTANCE BOOK WITH THEM! I have never EVER dealt with a more unprofessional company...don't ruin your holiday for the sake of a few pounds off. It's honestly not worth it.

      I made that mistake...twice. Neively originally booking a cheap trip to Ibiza in 2010 where Alpharooms placed us in a room with two single beds (after requesting a double). On our return I complained and received a 10% discount. So seeing an opportunity for a cheaper trip I decided to use it on a trip to New York with a transfer at Reykjavic from London.

      Big Mistake.

      Not only did it take more than several phone calls and emails to Alpharooms to actually establish our travelling vouchers and baggage allowance (we were told two bags for the hold and then just one, then two again..) encountering a range of 'customer sales representatives (2 out of 9 were English), the rest were foreign who could barely understand, nor speak English fluently themselves (Great idea for customer service placements). But when we finally arrived at the airport we were told curtly by the Iceland air representative that the sales person I'd spoken to at Alpharooms who'd wished me and my girlfriend 'a happy holiday together' had booked us several rows apart ON ALL OUR FLIGHTS!

      He politely did his best to rectify this and booked us together on our main flight at the back of the plane to New York from Iceland - but for our 3 hour flight to Iceland from London we were sat over 3 rows away. My girlfriend was hugely distressed, especially as it was her birthday too. It was simply awful.

      On our arrival in America I emailed and complained to Alpharooms. I received a curt reply saying they had ensured we were now seating with each other again on the journey back (so admitting they had booked us apart) but even more amazingly then then blamed me saying it was something they couldn't guarantee and that it wasn't their fault! Simply unbelievable

      Needless to say I came back and emailed them. Its taken a further 6 emails to finally get to a senior customer sales representative. They've all rudely passed responsibility away from themselves. So I'm not seeking legal action against them.

      What kind of travel company decides to book a party of two several rows apart on a flight, after you've stated you're travelling together..... clearly not a proper one. But operates by filling planes like buses with no thoughts to the customer.

      Please please please I implore you...give these guys a wide berth and go with well known booking agents such as Expedia, Thomas Cook, Trivago...anyone would be an improvement! They ended up pretty much ruining two holidays, don't make the same mistake we did!

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      05.08.2012 18:23

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      Made a taxi booking for an early flight out of Rome airport. Money was taken out of my account quickly enough but customer service was slow, poor and offensive. Eventually was told to ring Spain(!!!!) to get info on what time my taxi would be arriving the following morning, only to be told that they "didn't want to do it". Luckily I did manage to speak to someone in Spain on the Friday evening because Alpharooms wouldn't have bothered letting me know and I would have been left high and dry with no taxi early on a Saturday morning. Worse still... although I created a support request with them, it is one week on and they still haven't either apologised or given me my money back. Disgraceful customer service. Wonder if we'll end up in court to get my money back....

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      03.02.2011 10:21

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      I had numerous problems with a booking in Dubai and in a nutshell the Alpharooms customer service team could not give a toss. They listen but do nothing and despite numerous promises of return calls I never got one. One customer service operator did let slip that they are not able to call out and that they are under pressure to "receive" calls.They are cheap but if there are problems you're on your own..!! Buyer beware :(

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      12.11.2010 02:26

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      We booked 2 rooms this Summer via Alpha Rooms. Customer services (on a premium rate number) keeps you on hold for 30 minutes (no exaggeration) and poor. FINALLY after voicing concerns to Alpha Rooms that I did not think that they had booked our rooms we had paid for (because I had contacted the hotel directly and they had no record of our booking AND mentioned this to Alpha Rooms customer services twice before we left Britain, who said everything was OK) we arrived at our destination at 4am as a family to confirm our worst fears that Alpha Rooms had in fact not booked our rooms and the hotel owner had no record of it and they were full !. We had to scratch around the town as a family to find another hotel after travelling for 5 hours and arriving at the resort at 4am!! AWFUL.

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      26.09.2010 05:59

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      a terrible experience!

      I had booked a week for myself at a small hotel in Bodrum, Turkey through alpharooms at an excellent price. I then booked another room for a friend of mine for 3 nights during the week that I would be there, as he would be passing through. When I arrived there was no problem with my booking, but when my friend tried to check in 2 days later, he was told that the hotel had no record of the booking. However the hotel allowed him to stay that night while they looked into it, but the next night we were told that the hotel had definitely not been paid for the booking and if he wanted to stay any longer he would have to pay again, at the normal (much higher rate). He decided not to stay, and fortunately this was not too much of a problem as he had a friend he could stay with locally. However as I was still staying at the hotel, the staff were now approaching me to pay for the night my friend stayed, or at least sort the problem out myself with alpharooms. During the rest of the week I was staying at the hotel I made at least 4 calls to alpharooms at considerable personal cost, and spoke to different staff, explaining the situation. I was told that they would be emailing the hotel, that they would call the hotel back shortly and speak to me direct about the problem...and they never got back to either myself or the hotel at all. I sent 3 emails to their customer services explaining the problem, and never got a single reply. Basically I was just abandoned and ignored by them, time and time again, and I just thank my lucky stars that this problem had not occured with my own 7 night booking! As it was the situation caused me a lot of stress and ended up spoiling what otherwise would have been a nice holiday. I have used alpharooms several times before and with no problems at all, but after this experience I could not possibly trust them again and will never use them again. It seems that things can easily go wrong with them, and when they do you are completely on your own! Be warned!

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      12.09.2010 14:57

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      Will never recommend or use again

      Cheap prices with Zero support - zero service. You get what you pay for.
      The problem was that I had the appropriate date and on the final page your site had tagged an additional fee. When I back spaced to remove the additional fee it must have defaulted to the 18th for some reason (perhaps because it was 1 week from my booking date). Moving back to the final page the date was not evident. I am a bit perplexed that I am happy to have another booking - actually two nights with your company instead of a single night when I am not able to use the reservation. Your site was recommended to me by a friend who has used you in the past. He is embarrassed by your response. So instead of getting two bookings with me it seems that you are happy to keep the one incorrect booking and loose my friends future business as well. If this makes good business sense to you then I guess I have no choice but to accept your unwillingness to help and take this matter up with my credit card company. I am sure that I had the correct date in the reservation until the extra "15 euro cancellation fee" appeared on my final page as my friend was looking over my shoulder during the booking. Then the date changed when I removed the extra fee.

      Since looking on the internet, I see that this is not unusual for your company to treat customers in this manner. I will add my comments to the numerous "1 star" opinions. With so many good internet companies I guess there have to be a few that have policies such as yours that cheat customers.

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      08.09.2010 18:25

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      Avoid

      Do not use this Company if you want to feel secure.They are, to say the least incompitent,non customer care focused and unreliable. I booked a 5 day stay with through them at the Rezydent Hotel in Crakow in Sept. I should have booked for 6 days to fit in with my flight times but when I tried to book an extra night with Alpharooms my request fell on deaf ears.They did not answer my telephone calls.They did not respond to at least 3 emails.I had to book the hotel directl and pay over the top. I am home now and they still have not replied to my emails but they have now had the nerve to ask me to write a review of the Hotel for their web site! And out of interest I noticed that they have changed their phone numbers three times in two months.
      I will avoid Alpharoom at any cost in the futurebut I have a funny feeling that they will not be around for long.

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      26.08.2010 18:53

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      Booked 3 different hotels with alpharooms over the last 2 months. They were always the cheapest, even cheaper than booking direct with the hotel, and they are also on a cashback site. They were faultless. The booking info arrived pronto. They dealt with an emailled query promptly and the rooms were all booked . Would definitely use them again.

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      14.08.2010 16:33

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      I would not advise anyone to book with AlphaRooms.comThey offer zero customer service when you call them, there Customer Service line is costly with long waits to be answered and staff that don't give a dam, infact they all seemed to have been on the same training course to treat the customer with contempt.All enquires have to be by email which they ignore so your back to square one to call them again which will lead you nowhere again.Why would anyone want to deal with a company like this ?Don't waste your hard earned money, book with someone else and save on the stress.

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      27.07.2010 21:44
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      Cheap but certainly not cheerful!

      We booked a week's break through Alpharooms as they consistently came up cheapest while searching for our chosen destination in Europe. I really wish I'd read reviews on them before I booked. The hotel we wanted came up with different room types, and I phoned their sales line to double-check that I was booking a room with a sea view, which they confirmed.

      During the booking I stupidly booked the flight in my wife's married name, not realising that she hadn't updated her passport which was still in her maiden name. I phoned the Alpharooms number on the booking straight away to get it changed. It look me 20 minutes to get through (on an 0870 number) which seemed very odd, as their sales lines were answered immediately (the first sign of their poor customer service). They confirmed that the flights hadn't been booked yet and that the name would be changed immediately, there would be no charge. I phoned back the next day (another 20 minute wait) to check it had been changed, and was told it was still with their flights team and to phone back after 24 hours. 3 days and 3 phone calls later, same story. Then to my horror, the tickets came through with the wrong name on.. they had booked the tickets without doing the name change....so I was forced to renew my wife's passport as Alpharooms now wanted ninety quid to update the names on the tickets, despite being told 4 times not to proceed with the booking until the names were changed! OK it was my fault for keying the wrong name in in the first place, but they promised (and had 4 days) to make the name change, which they failed to do. We put this behind us and took the hit on the passport change fee. By this time I'd found the awful reviews, and resolved not to use Alpharooms again.

      We went on holiday and arrived at the hotel, to be told we had been booked into 'Interior rooms' (i.e. no view). I disputed this with the hotel and even showed them the Alpharooms booking confirmation and screen prints, stating sea views. The hotel showed me the booking fax from Alpha which clearly showed they had booked the cheaper, interior rooms. The hotel said we could pay extra for the sea views (something like £200 for the 4 in our party). The interior rooms were so dismal that the hotel offered to move us into a 2 bedroom side view room if we sacrificed one of our separate rooms. We did this as there was no way we were paying extra, and no way we would stay in the dark, dismal rooms Alpha had booked for us. So we ended up all sharing the same room.

      I tried to call Alphrarooms from abroad but the 20 minute waits meant it was costing a fortune, so I wrote them a letter of complaint when we returned. They sent me a standard holding letter, and nothing since. Despite a follow up letter and several emails over the course of 3 months, they have just ignored my complaints. Of course, they've had our money now, the holiday is over, so they're not interested.
      Summary

      To summarise this company:
      - They are the cheapest because their customer service is virtually non-existent.
      - It takes 20 minutes or more to get through to their customer services line (a pricey 0870 number), while their sales line is picked up immediately. Try ringing both numbers, you'll see what I mean!
      - Their customer service team is useless.
      - Their booking system charges you for one thing, then they book something different.
      - They fail to respond to your complaints, and ignore letters and emails.

      Being so cheap, it's doubtless this company will continue to rip people off and provide poor service. But if this review costs them just one customer, it will have been worth it.

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