I have always used booking.com and never had any problems in this country or abroad! I decided to use Alpharooms for the first time this year as the hotel I wanted could only be booked through Alpharooms. As well as booking the hotel (which was a lovely hotel but again no thanks to Alpharooms, if I had not contacted hotel direct before travelling I was going to be given a totally different room to what I requested through Alpharooms!) I also booked my transfers from dalaman airport to marmaris. When booking my transfers it was made clear that my flight would land in the middle of the night and I was travelling with very young children! When I arrived at the airport my transfer did not turn up. Other agents did say that this was a common thing that Alpharooms did!!!! I was told to take a taxi which cost me £70!!!! I was advised to keep my receipt and claim back through Alpharooms as I had already paid for my transfers once already to Alpharooms! On my arrival back I got in touch with Alpkarooms who are taking no responsibility and refusing to refund any money at all! So all in all the transfers cost me more than my hotel stay! I'm disgusted and will be contacting watchdog!
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I would like to apologise for the disappointing experience you had with us.
We offer promotional rooms on our site as these offer fantastic value for money and mean great savings on standard hotel rates for our customers. However promotional rooms are allocated upon your arrival at the accommodation and we cannot guarantee the size, facilities or location within the accommodation of these room types. This is stated in our help section explaining how we are able to offer such big savings for certain hotels on these room types. Therefore if you wanted to secure a particular room type we would always advise you to book the exact room type you want on our site to ensure your requirements are met. Our site asks for special requests during the booking process as this gives you a chance to include any preferences or requests. These are included with your reservation and passed on to the hotel to be fulfilled where possible, however as stated when completing these requests as part of the booking these are just requests and cannot be guaranteed.
The transfers voucher details what to do on arrival in order to catch your booked transfer. Each transfer provider and airport is different so the voucher details ensures you are given the correct information for your specific transfer. We advise at the time of booking that if you do not receive your voucher within 72 hours to let us know so we can rectify this before your departure. You are also able at any time to re-issue vouchers via the Manage My Booking part of the site.
I am sorry that you did not experience our usually high standard of service. If you would like to make a formal complaint please contact us so we can respond. I want to apologise for the inconvenience caused.