What an appalling service. My parents both in late sixties have travelled to puerto RICO with family every January for 20 years for three weeks and stayed in same apartment resort together. They save their hardearned cash and pensions all year to do this family trip. This year however my parents and two others decided to book through alpharooms instead of direct with resort. They are due to arrive on Tuesday and got an email from alpharooms this morning saying sorry their has been an overbooking we are offering you a full refund or accomadation on a golf resort 20km away. !!!!!! All the group travelling some in wheelchairs and heart conditions have never been outside their resort for 20 years never mind separated from each other by 20km. Now my aunt in her 70,s and in a wheelchair will be left in her own in the resort as she booked direct while her sister (my mum) who helps care for her is 20 kn away. Alpharooms refuse to help in anyway. It is too late to source alternative accomadation and looks likely now due to safety concerns the holiday the family have looked forward to all year will have to be cancelled... What a disgrace of a service.
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We are very sorry about the over booking situation in Puerto Rico which has lead to your parents having to cancel their holiday. We have tried where possible to keep the disruption to a minimum, however we are limited by the lack of availability in the resort. Several members of this party have contacted us, unfortunately because they didn't all book with us we have been unable to keep everyone together. Our Customer service representative has tried their very best to resolve this for you and has issued a full refund as requested by the lead passenger. Please accept our apologies for any distress caused. Kind regards, Victoria