Disgusting treatment by LateRooms.com left my sons stranded!

DISGUSTING TREATMENT AND ABSOLUTE LACK OF CARE AND REGARD FOR THEIR CLIENTS LEFT MY SONS STRANDED.

1.THIS WAS BOOKED BY 08:13 GMT.
2.NO ONE ADVISED A PROBLEM WITH THE BOOKING UNTIL AFTER I CALLED TO CHECK AT 12:06 GMT.
3.I THEN WAS MISLED AND LIED TO UNTIL 17:42 GMT.
4."LATE ROOMS" HAVE, IN MY OPINION, SHOWN A COMPLETE LACK OF CARE AND PROFESSIONALISM. WHAT ABOUT DUTY OF CARE GUYS?
5.MY SONS HAVE NOWHERE TO STAY TONIGHT AND MAYBE FOR THE WHOLE WEEK AND ARE "SLEEPING ROUGH" THANKS TO "LATE ROOMS" DISGRACEFUL MISHANDLING OF THE SITUATION!
6.THANKS "LATE ROOMS.COM" OR PERHAPS YOU SHOULD CALL YOURSELF NO ROOM.COM!!

My advice is if you're looking for a late booking ... DON'T CALL LATE ROOM.com if you value your sanity!


I AM SENDING A COPY OF THIS REVIEW TO BOTH THE CEO OF LATE ROOMS AND HEAD OF CUSTOMER RELATIONS  EVEN THOUGH WHEN I ASKED, THEY DECLINED TO GIVE ME EITHER OF THEIR EMAIL ADDRESSES OR CONTACT INFORMATION. SHE MERELY TOLD ME TO WRITE TO FEEDBACK
YOUR COMMENTS PLEASE. I EXPECT YOU WILL SLEEP WELL IN A COMFORTABLE BED TONIGHT!
I DON'T EXPECT I WILL HEAR FROM YOU ANY TIME SOON, WITH ANY REAL OR MEANINGFUL SOLUTION ... NOT A GOOD JOB AT ALL SIRS!




My 3 sons were in Ibiza and were booked for their second week into accommodation from 15-22 August 2015. The owners advised them the night before that there was a problem with the accommodation and they would have to find an alternative. Saturday at 07:45(am) I called Late Rooms.com and spoke with a sales agent as they seemed to have availability according to their web site. The agent was very nice and we booked "Apartamentos Alba" Calle de Rioja 13, Cala de Bou. We explained the problem we had been having and that we were very concerned that they have accommodation. We asked her to please check that the apartment was available for (Euros 1,2600) 7 nights. She did and assured us all was OK. We duly gave her our card details. I received the booking confirmation 30215079R by email noting that the booking had been made "Through the Call Centre at 08:13 GMT I asked her at that time for a phone number for the apartments and was given a mobile number for the hotel. My son tried to call them to say he could check in earlier than originally planned but the phone only ever went STRAIGHT to voicemail. He left messages and sent a whats app message. When he had heard nothing back by 12:00 GMT he called me as he was getting concerned.

I called Late Rooms at 12:06 GMT and spoke to a person and asked if there was a problem. After being put on hold for ages she advised me that in fact there was a problem and the hotel was sold out!I asked how could that be as I had particularly asked the Agent to check this was not the case before giving my card details! She said she was very sorry that no one had let me know in the 4 hours that had elapsed but the hotel would not honor the reservation because they were sold out! She apologized profusely and promised to find us something else that was available! I got disconnected. I called straight back at 12:47 she repeated her earlier promise, told me not to worry and gave me a new number that she said she had spoken to the hotel on, along with the name. This number only ever went through to voice mail also. I called back at 12:55 and was told that she was on the phone trying to find us somewhere and would definitely be back in the next 5-10 minutes.

My eldest son, then went to the apartment hotel and there was no one at reception. He waited 10 mins still no one and when he asked another worker was told to go to the gift Shop and speak to the person there. He did this, was told there was no-one by that name that worked there! He was put on the phone to some man who just said in broken English that they were sold out and to go away! The woman in the Gift Shop then just turned her back on him and would not speak.

I still hadn't heard from her and tried to call her again. I was told AGAIN that she was busy and would call me back. I called again at 16:58 and same thing was said, only by this time it was someone else who was also very apologetic but nothing she could do and that she "had been trying to call me back all afternoon but I was constantly engaged". I said this was untrue. There was one missed call from Late Rooms at 13:02 and another at 13:05. I then asked to speak to a supervisor. The supervisor  came on and was also very apologetic but said "nothing I can do. I have looked and there is nothing available for the rest of the month!" I was not overly surprised as I had been on the phone (mostly on hold) for 44 minutes this time and it was now 17:42 GMT and I8:42 GMT in Ibiza!So I asked where she suggested my sons sleep for the week? She was very apologetic again, spurted some small print talk at me and basically told me nothing she could do!!! How kind and caring!