Newest Review: ... 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... more
Really not impressed!
Author Name: sophiedel
Advantages: can't think of any
Disadvantages: very poor customer service
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.
Summary: not happy