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★☆☆☆☆

“AVOID, AVOID, AVOID Rooms not booked, no refund”

written by christianxxxxxxxxx on 14/04/2017

Decided to use having seen cashback offer on Halifax Bank website. This has proved to be a HUGE mistake. Have google mapped their offices since  Worth a look!
Booked 2 rooms (at the non refundable rate). 48 hours later (after they have taken the full amount from my account), I received e-mail saying 1 room is not available and they had tried to call. They had not tried to call.
Email is below:
"Thank you for placing an order with alpharooms.com. We have tried to call you today with regards to your booking . Unfortunately I must advise that only one room have confirmed.
What are your options?
· You can keep the confirmed rooms and we will process a refund for the difference / reduce your balance accordingly.
· You can cancel all the rooms on your booking.
If we do not hear from you by 3pm GMT on {24hours} then your confirmed rooms will be cancelled and a full refund of your accommodation will processed back to your account.
Please note that the flight element of your booking will remain live. – If applicable
Please accept my apologies for any inconvenience this situation has caused to you."

As you will have read above, the e-mail above CLEARLY STATES:
1) "If we do not hear from you by 3pm GMT on {24hours} then your confirmed rooms will be cancelled and a full refund of your accommodation will processed back to your account." (NOTE: grammatical errors and omissions in e-mail are not mine, is as was sent)
2) That an option is: " You can cancel all the rooms on your booking. "

Booked accommodation elsewhere. Then decided to call Alpharooms, to ensure that all rooms would be cancelled and would receive a refund as they were only offering one of the 2 rooms. All call centres are based many thousands of miles overseas. Poor phone lines and limited English from some staff.
No one was able to assist without several times putting me on hold to speak to manager. Was then told could not get a refund on the one room, as the room was non-refundable. The one room should not have been booked, if both were not available. What use is this? It is like ordering a pair of shoes and only receiving one. This is not what the e-mail they sent above outlines.
Navigating through the website, terms and conditions and FAQ – they do not mention anywhere about charging for half a booking and keeping your money and not refunding. So far they have said they will try and get a refund from the hotel. I have made it clear and reminded them of what the e-mail Alpharooms have sent to me says. My refund is surely from Alpharooms and not the hotel
Have been on the phone over an hour today. Will have a busy week ahead, leaving reviews, speaking to Halifax, TTA and ATOL. Would like to speak to a UK representative of Alpharooms but this is one of the companies who appear not to have anyone to speak to in the UK.
Am awaiting a return call from Alpharooms . Will see if it comes.
Use at your own risk. Or better still don’t use.

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