This company is completely unreliable, inconsiderate of their customers' travel needs, and can be an utter detriment to your trip!
I tried to make a booking on their site for a room that I needed about 10 days later. Some of their hotels show availability, but say that you have to send an email request first (so you fill in all the required credit card info, etc.) and they will get back to you to confirm. The website says that this is an option "if you are not travelling within the next 24 hours." Assuming that this meant I would receive confirmation within 24 hours, I sent a request, and received an email saying I would hear back soon. Two days passed with nothing, so I tried to call their customer service line (note: I'm currently outside of the UK so this was quite an expensive call). Being on hold for 15 minutes and all of my Skype credits later, I still couldn't get through to a customer service rep, so I gave up and sent them an email.
Now, their email policy says that a reply will be sent within 48 hours. I sent this email, waited 48 hours, and still nothing. I sent a second email. Once again, no reply. This time, before the 48 hours was up, I called customer service again and thankfully managed to get through to someone. By this point, it had been almost 5 days since I sent the original request, and not a single person had bothered to reply to my original email request.
You can see where this is going...I get on the phone with the customer service rep, and he informs me that the room I tried to book is, in fact, not available. He offers to help me find an alternative, starting at £300/night more than the room I'd originally tried to book. Because, by this point, I was only 5 days away from my travel date, it was virtually impossible to find another room at a comparable price.
I had several other options that I could've gone with, and had I known that it would've taken them FIVE WHOLE DAYS to do ABSOLUTELY NOTHING, I would never have sent the reservation request in the first place. Obviously, I couldn't simply go and make a booking elsewhere during this time, since my credit card information would've been passed along to the hotel had the booking been confirmed. All in all, the company's policy has cost me about £300 in unnecessary costs, not including the Skype credits I wasted calling them. All they had to do was: 1) put up adequate notice informing people that they should not expect to hear back about reservation requests in a timely manner, 2) hire customer service representatives to answer their emails within 48 hours as their policy claims, or 3) actually process these requests and inform people when their request didn't go through.
All in all, do not expect a good customer service experience - or ANY customer service, for that matter - from this company. I'm guessing they are no more helpful to customers who need to make cancellations or changes to their bookings either. I have a lot of travel plans ahead, but I will not be using this site again. I strongly suggest you go with a similar site - priceline, expedia, etc. - where they offer similar rates and more reliable customer service.
EDIT: I specifically requested over the phone that they send me an email confirming that my reservation request had been cancelled (so the hotel can't turn around and charge me for not showing up). The service rep said an email was on its way, but I received no such thing. I am now sending a THIRD email to customer service, but I'm sure it will be completely ignored, just like the previous two email inquiries I sent.
Great location for city centre, nice clean apartment with fully equipped kitchen perfect for heating up a well-known 'meal deal' if you fancy a night in after traipsing the streets. There was even two pints of milk in the fridge and a complimentary bottle of red wine! Couldn't recommend it highly enough!
As regular travelers we do all our airline, car and hotel accommodation bookings on line. Generally after making your reservation on line you never hear from the agency again but not the case with Laterooms.com! The website is easy to use and informative but I also loved receiving their updates regarding the weather and mini maps relating to the town we were visiting. Well done Laterooms.com for going that extra mile!
Upon arrival at the MalMaison (which having previously checked was fully booked) we were told our booking did not exist. This resulted in a half hour wait for the staff to try and find us a room. When they did find a room it was in an unacceptable state and the bedding was down feather which my girlfriend is allergic to (this was included in the booking via laterooms but as they hadn't even passed on the details..)
Overall MalMaison sorted all the issues, changed the room and even gave us free cocktails however the booking process of LateRooms was inadequate and non existant.
WOULD RECOMMEND LATEROOMS TO ANYONE EASY TO BOOK ONLINE, BUT IF YOU PREFER, YOU CAN SPEAK TO AN ADVISOR WHO WILL SORT IT ALL OUT FOR YOU ALSO DONT HAVE TO PAY TILL YOU ARRIVE EXCELLANT SERVICE.
LINDA FROM BARNSLEY SOUTH YORKS,
We did not have a pleasant experience whilst staying at our chosen accommodation. I left an honest and fair review for the benefit of other people who may consider staying at this place. The owners phoned Late Rooms who removed the review. I have contacted Late Rooms to say that this completely undermines their review system. They have not even bothered to reply. I certainly would not book through Late Rooms again.
Wendy Feng found this review useful
Booked hotel two night ok,tryed to book same hotel for weekend u said not availble,when arrived it was availble,not happy,tryed to cancel weekend booking after sons grandfathers died , u were suposed to cancel booking,didn't even return calls to me,so now will be charged,not happy,disgraceful thankyou
we are currently staying there, on arrival they said my card has declined so I had to try again not only that they didn't have any rooms available for £29 which I expected to pay but I had to pay £49 which is far to much, the room is small and so is the bathroom! there's no air con or windows that you can open, there wasn't a kettle with tea coffee facilities I wasn't impressed I would have been happy paying £29 but £49 I wouldn't I wouldnt stay here again I feel like I have been bumped off!
I was greatly disappointed when proceeding booking with your company website. Since I have read some good experience and recommendation from this laterooms.com.
I was trying to book one of the Japan Hotel for next year and found there are no need to register the account and advise to give credit card details to book the room. Once the room books, it was displayed successfully. An confirmation mail received straight away.
We tried to search our reference number though laterooms.com website and it shows " We can’t seem to find this booking. Please confirm your details and try again." .
So therefore, we have tried to send email to the hotel for confirmation and we found the address that been provided was wrong and display the following message "MILER-DAEMON@yahoo.com
Sorry, we were unable to deliver your message to the following address
Remote host said:553 5.3.0 sorry <>thru mn35-vm2.bullet.mail.sg3.yahoo.com Rejected - See http://spamcop.net/ [MAIL_FROM]"
And after that we have decided to cancel the booking immediately, and we have to wait like 10 mins till we received the mail. So I hope they wont charge though my bill though my credit card. (mention though laterooms.com privacy, they WON't charge anything for cancellation before 7 days from the day arrive)
Finally, from this short experience I have, i would never ask my friend to come and join.
i found this web site easy to use , got update emails and reminders with all the details i needed to contact the hotel . I wish all web sites were this well designed . I will have no hesitations about using late rooms next time i need a hotel.
I booked a room for 4 nights a couple of weeks ago, but am forced to change my plans. Therefore I have tried to cancel the booking on the website, but it said tI couldn't. I send two emails, but have only received automatic replies! I phoned the hotel, but they said that my booking had to be cancelled through late rooms! I phoned the number Laterooms has on it's email, but just get an unintelligible answer phone. Now Iwas wondering if this company is a scam, but some people seem pleased with it. What to do next. Any ideas?
Everything on the LateRooms site is designed to make life easy (and to tempt you with places you hadn't considered!). For most places there is a large choice of hotels to suit any pocket and any fancy. Best thing about the main listing for an area is that you are able to sort the results by the factors important to you. Location, price, rating - just sort by the most important factor to you and immediately the process becomes easier. I tend to rely on the guest review ratings rather than the 'official' star ratings as they are a better indication of the experience you are likely to get. Indeed, we have stayed at some 2- and 3-star hotels that could easily slip into the high 4-star category by relying on guest reviews. Guest photos help enormously with the decision process.
Once your choice is made it is literally a few clicks and a couple of minutes to book and get the immediate email confirmation. I have to admit that, at this stage, I usually end up selecting a room above the 'standard' room type as these offer great deals on inclusive breakfasts.
The whole LateRooms concept is designed to make the customer experience quick, easy and fun. And it works better than any other site!
I was disgusted with late rooms as I booked 2 rooms in a b&b in Dunstable 4 my cousins wedding 3/4 wks prior 2 staying had booking confirmation & an updated 1 the day b4 travel, only 2 find when we arrived that late rooms had cocked up the booking with the owner, & she could only offer us 1 room, but she was very helpful & manage 2 find us 2 rooms at a nearby hotel, which was more money but at least we had somewhere 2 stay after traveling all that way , don't think I will rush 2 use them again & will prob book direct in future.
Website appeared simple enough but selecting the "bed and breakfast" option does not necessarily mean that you get breakfast. I was charged extra for the privilege. In addition, the hotel description was misleading. For example, it is described as a 4* B&B. These issues put me off both Late Rooms and the B&B. Also, the feedback system does not work. I received an email from LateRooms asking for feedback. However, the feedback software didn't recognise my email address. I then had to log onto Trustpilot separately and retype this review. I wouldn't recommed LateRooms, the B&B or Trustpilot to my friends and colleagues.
LateRooms rate for this hotel was well in excess of the hotel rack room rate. We complained to a manager about the cost of the rooms as against the quality of the rooms, which were twins and he agreed we had a point but could not fix it as he said laterooms takes a cut of the price when the customer paid the hotel! This however is contrary to what laterooms advertise and I would like this issue clarified.
The room values were no more than £100 per night yet we paid £149 per night per room. We could have been in London for those prices. We were paying far more than any other guest for the rooms. The price was only part of the problem, the service was extremely poor overall. On checking out we paid nearly £900 for a poor Easter break. However my main concern is that lateroom misleads in its advertisements by saying it does not take a charge for the booking, when the hotel says it does and the rate itself was apparently dearer than what was on the hotel website.
I want a refund of £200 on the cost of the rooms to reflect the correct value. If laterooms do not come back with an offer I will take the matter further.
8th April 2013: laterooms made a show of trying tp sort this out see the initial comment. I emailed them the booking reference and they have not come back to me. So terrible company and terrible hotel i.e Manor House Co Fermanagh.
They were on hand as soon as we arrived with a great friendly approach. The room was very comfortable and clean. Convenient location with parking. No problem staying out late. Breakfast was fab and just what was needed. I will stay again the next time l'm in Skegness for sure.
After receiving multiple confirmation emails from LateRooms.com we arrived in Florence only to learn that the apartment we had booked was already occupied and the contact number they had given us for the owner was disconnected. Clearly this company does not ensure the availability of the rooms/apartments they book. They also do not assume any responsibility for the apartment owners they book on behalf of. Customer service was also greatly lacking and offered us no further help or information. We will never use this company again and we are looking into reporting them for fraudulent practices.
Whole experience was great, the room had everything from a big fridge to a dishwasher, all quality items. the location was very close to the event I had come to Leeds to attend, so all in all no complaints....in fact we wished we had, had a good excuse to stay longer!!!
This is my opinion of late.rooms. NOT the accommodation
Thanks to laterooms not putting my reservation request through when the venue had lots of allocation left I NOW have to look for alternative accomodation or change my flight !! I WILL NEVER USE THIS COMPANY AGAIN
bookyourroomlate is maybe a better name for them !
Very poor service and totally unprofessional. Should of used booking.com
What a nice way to relax after a long drive. A very good place to stop and break up the journey by car. Found the whole experience just great. Friendly staff, good food, comfortable rooms and bed. Very clean. Can recommend this hotel wothout hesitation.
We booked a suite at the Daresbury hotel on late rooms at £115 lead to believe a bargain price. We were guests at a wedding and looking forward to a luxury weekend. However whilst we queued to check in a couple who had already checked in was complaing at reception, not good came to mind. However give them the benefit of doubt it may be a one off. We checked in and when we entered our room we were totally disappointed with it. Even though we had booked for 2 people 2 camp beds had been put in the room! Other people at the wedding had much better rooms than us and had only paid between £60 and £80! The bath had a large dirty mark all around, the bed was 2 mattresses put together at different heights and big dips in the mattresses! The corridors smelt musky. Breakfast : huge queues, breakfast Luke warm, crack all down tea cup. It was very tired looking and smelt of damp. Not a good experience and not good value for money. Will not use late rooms or this hotel again .
Very dissapointed and spoiled what should have been a happy occasion.
cosy accommodation laid out to high standard. would not hesitate to recommend to others. clean tidy and equipped with everything we needed. staff extremely helpful and courteous. good choice of breakfasts - opted for full English: well presented, plenty of it, fresh and hot. all this with about a foot of snow lying around. enjoy
Excellent hotel indeed the restaurant The Jugged Hare was fantastic
i have used Late rooms on numerous occasions for both business and leisure bookings of hotels throughout the UK. I have always found the experience to be Quick, easy and stress free. The prices are always reasonable and the communication excellent. I shall continue to use Late Rooms as I have never had any kind of problem or concern with the service they offer.
...........average hotel with average facilities.No WiFi in rooms and no bar staff anywhere to be seen, Haddock of the menu both mornings. surrounded by starving depressed ponies....Would not go back...Hotel tied and in need of TLC and an injection into the 21st Century!
I searched a hotel in Cologne-Germany. Most very popular booking sites found me high prices hotels. I found my hotel from Laterooms.com and had a very nice stay with a reasonable price in Cologne. After now first I will check Laterooms.com for my bookings.
During the booking process for Hotel Simon Seville, I selected "Continental Breakfast" which was indicated as reduced from €5.40 to €0.00, and this was clearly indicated on the final booking receipt. However, when I arrived at the hotel, they would not respect this booking, and said that breakfast was NOT included, and the special offer no longer applied. The Hotel would not respect the booking that I made.
This contravened UK legislation. A service should be supplied as advertised; if a customer makes a booking on the basis of services offered, those that were indicated at the time of booking, and shown on the final receipt, those services should be respected. I will take this up with the UK authority, both to travel agency association LateRooms belong to, and the Advertising Standards Agency. Because I believe this contravenes UK legislation on the supply of goods act.
Using LateRooms.com is a great way to find a bargain. Easy search facility leading to quick view listings with links to individual places to stay.
It should always be possible to find somewhere to stay at excellent rates on Laterooms.com.
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