Booked twice with Alpha Rooms, both times the hotel has become unavailable after a day or so.
The most recent booking the hotel showed 'immediate availability' and turns out this is not the case.
They operate a premium rate customer care line and do not have adequate resource to handle the calls. This is an inappropriate way to generate revenue. There is ALWAYS a wait when you call.
Their agent 'Eric' was monotone and dry. He showed no basic customer care skills
Alpharooms website showed immediate availability. When the booking confirmed it simply said 'your booking is not confirmed until your bank approve payment'. No warning to say the reservation was on a request only basis. This is the second time Alpharooms has done this to me
Alpharooms agent Eric, and business process, expect a customer to send various emails to get a fair price for alternative accommodation. Alpharooms do not empower an agent to resolve this there and then (the alternative accommodation offered was offered at the same price- even though it was a cheaper property!)
Eric tried to pass me to a manager and couldn't, he asked me to 'keep calling to try to catch one'. This is such a shady business practice expecting me to call a premium number repeatedly when trying to give them over £350+ revenue
Eric promised to refund the payment and didn't
I had to call again to chase a refund that was never processed
I have to send this email to request a refund. if this was the case, why was I not told in the first place.
I used to love Alpharooms- always managed to get amazing prices. After this I strongly doubt I will use them again. Shame- because they seem to have good reviews on here.
Update- just called them today to see where my refund was (after sending the lengthy email to them as instructed) and guess what- it wasn't processed. Shocking service from a shocking company***
***Sorry but not, everything is not sorted now. Your complaints team have not even acknowledged my email let alone replied.***
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