Booked a room through Olotels for a stay in London (reservation number 5073545). The booking was non refundable.
At the time of travel, I feel ill. Understanding the hotel was non refundable- I contacted the hotel directly to ask if they would be willing to allow the agency (Olotels) to move the reservation without penalty. The hotel were fair, and agreed they would allow Olotels to move the reservation to a future date free of charge. I was delighted.
I sent Olotels an email on 11th November, immediately after speaking with the hotel, to advise. The hotel wanted Olotels to formally request the change in an email, and they would agree to it.
I sent 6 emails chasing this up, each time I got an email saying 'we will update you shortly'. One time I even called and the agent said she would call back in 10 minutes- and didnt!
Finally, 15 days later, Olotels send me an email saying 'I checked into the hotel, and as a result, I will be charged in full'.
What a fiasco! When will it end? I done all the hard work, the hotel were happy to move the booking no problem. Now Olotels have left it 15 days when this could have been sorted in 1 phone call.
So angry. I would avoid them.
**** Update 18th December 2013****
The supplier offered a 1 night refund which was ok. If they acted upon what the hotel offered (to move the full reservation) I would not have lost out on one night. I feel Olotels were too slow to act and this is why I lost out.
I feel as though the frontline customer care let Olotels down. Shame you have to shout about your bad experience on here before they take things seriously.
Ana from the customer satisfaction team was very helpful.
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 '[private data removed]' 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 [private data removed], 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!)
[private data removed] 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
[private data removed] 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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