TOTALLY INCOMPETENT

LateRooms.com www.laterooms.com
★★★★☆
4.4
93.0% of users recommend this

Wood313's review of LateRooms.com www.laterooms.com

“ TOTALLY INCOMPETENT”

★☆☆☆☆

written by Wood313 on 28/06/2016

My daughter recently had her 6th year school prom and decided to stay over so used Laterooms.com to book a room and paid, using my wife's bank card, to stay after the event. Unfortunately she used the wrong date and it was going to be an error that I was going to regret no thanks to Laterooms.com. Identifying that an error had been made and within 5 minutes I phoned the hotel who advised that as the booking had been made with Laterooms.com I would need to contact them. So phoned Laterooms and over the next 20 minutes managed to cancel the booking and a subsequent email confirming this was relieved shortly after.
2 weeks later my wife received her statement and had seen that the hotel head taken £85.48 from her account despite our confirmation saying otherwise. Called Laterooms who were so unhelpful. They called the hotel in question who told Laterooms that my daughter was a "No Show" and the booking had not been cancelled so my daughter was liable. It turned out that Laterooms had the wrong email addresses for the hotel and, regardless of this, would need to speak to the hotel before they would give refund. When although they had the communication log from when the booking was cancelled. However, they would not confirm whether a refund was due but would contact me after 7.00pm the following evening to confirm the outcome. I made the decision that my wife and I would travel to the hotel which was 15 miles away. Presenting the booking information and subsequent cancellation email together with the bank statement, the hotel confirmed that no email was received cancelling the booking but would give me a total refund. How can Laterooms.com make a booking but fail to cancel it? Happy with our outcome and refund, we left the hotel when, within 5 minutes the mobile phone rang. This was Laterooms calling to say that they'd just been onto the hotel who were unable to find the booking or able to issue a refund. So this was Laterooms phoning to ask that I send them a copy of my wife's bank statement so that they can claim a refund. I politely said that due to their incompetence the previous evening and lack of apology from their error and their denial of liability, I decided to go to the hotel myself and within 10 minutes had sorted out a refund myself. I wonder whether Laterooms had called the correct hotel but from my dealings with them, would NOT RECOMMEND using them nor would I trust them to accept liability even when it is their mistake.

Laterooms.com's Comment

Written on: 01/07/2016

Hi,

Thanks for taking the time to leave a review for us.

Firstly I would like to apologise for the poor service we have provided on this occasion.

A lot of hotels use computerised booking systems and from experience this sounds very much like a problem with the hotels system.
This should not impact you as a customer and the hotel should have issued a refund right away. Knowing that if a fault was found with a LateRooms system we would cover the cost. However it seems from your comments they simply wanted to blame us and leave it at that.
I'm sorry you had to go to such lengths in order to obtain a refund.

Kind regards, Simon.

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Ranfurly1222's Comment

Written on: 07/07/2016

Thank you for your response, which sounds like you are trying to blame others for your incompetence by passing the buck.

I would not have used the profile, "TOTALLY INCOMPETENT" if I had not been sure of my facts. In this case I am 100% accurate in my summation, and if you check the telephone call on Sunday, 26th June 2016, at circa 21.00hrs approximately, with one of your staff, you will clearly hear them tell me that the Late Rooms system DOESN'T have the right email address for this.

Secondly, the hotel at no point in my dealing with them, did they ever deny liability, and again, your customer services representative DID. How would you like to explain that? (Telephone call as referred to earlier.)

Finally, can you explain why, after all the nonsense on the afternoon, 12.54 hrs of Monday, 27th June 2016, your representative said that the hotel could not find the payment I had made, when in fact I received a refund directly from them. Why did you ask me for a copy of the statement, when you had already processed the payment on behalf of the hotel?

In conclusion therefore, I stand by what I say that your organisation and those whom I dealt with are TOTALLY INCOMPETENT, and no amount of defending your actions will alter my opinion of your company. I also would warn potential users of the site, "BUYERS BEWARE" and be careful in using your services.

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