I normally book 2 holidays a year with alpha rooms but never again. There were 10 in our party including 3 children grandparents and a 5 month old baby so i could not book on line and had to book over the phone. i asked for the 3 families to be booked into the roca dor playa in calador where we have stayed twice before great location on the beach. the "sales" girl was very nice and we advised of how nice the hotel was she took all the details and booked us in. we paid and looked forward to our holiday. I DID NOT RECEIVE THE ACCOMMODATION VOUCHERS SO JUST TOOK THE ITINERARY DETAILS WITH ME. I booked my own transfer and when we arrived after being up from 3am in the morning at the hotel was advised we were not booked in there.. A call to alpha rooms followed and i was advised we had been booked into another hotel the cala dor playa about 20 mins away, after a lengthy argument and after speaking to a [private data removed] and [private data removed] (manager) was advised point blank that they would not do anything to help they advised they would need to listen to the call i waited for ages and then had to call back as they didn't contact me, the manager advised that the sales girl had mentioned the cala dor playa to me and that i didn't question it, i told them i only knew the name of the hotel i wanted to stay at and that i would not have listened out for another named hotel as i would expect them to book me into the one i requested and for all i knew the cala dor playa could just have been the area. i asked them to listen to the first call where i asked for the roca dor playa but they said no that it was irrelevant i spent most of the afternoon arguing and literally begging them to book us in but no not a chance. the hotel did have room and could have booked us in, in the end alpha rooms said the only way they would do this is if we were to pay roughly £200 per family there and then. I wasn't paying for a blatant mistake from there staff, i advised we were tired and had a 5mth old baby that needed settling but no they were very cold and heartless and had no interest whatsoever i asked for the managing directors address but was told they would not give this to me. i will be making a complaint to them but will not ever book with this compay again they are a DISGRACE
To reply as a company, please log in to your business account.
I would like to apologise for any confusion caused and the impact this had on your holiday. As is our standard practice when a phone booking is made we read back all details to our customers on numerous occasions and ask for your agreement that this is correct. This was followed for your booking and this process ensures that any possible mistakes are not made and if they are that they can be rectified immediately. 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. The itinerary details we email out also state clearly the hotel name which has been booked as well as the accommodation address. We attempted to help move your party to the other hotel when you were in resort and explained the charges involved in doing this for your consideration.
I am sorry that you were not content with our service this time you booked with.