Our Complaints Process
In the unfortunate event that you’re not 100% happy with your trip, we want you to be aware of how our complaints process works and where to direct your complaint. So we’ve broken the process down into four simple steps:
- Your first port of call is with the Travel Provider. In most cases, this will be the direct provider of the services you have an issue with (e.g. the hotel/accommodation, the airline or the car hire company). However, in some instances, this will be alpharooms. You can check whether it’s alpharooms or the direct provider that you should be contacting through the additional information within the following support documents* sent from alpharooms after the booking is completed:
- Accommodation Voucher
- Transfer Voucher
- ATOL Certificate
*These support documents will only be sent once your booking has been payed in full. The type of support document sent will depend on type of travel product booked.
If the direct provider is responsible, they are solely responsible for the services they provide and you should inform them immediately of any problems to make the strongest claim possible. As such, where possible, raise your complaint while you are in resort – as often this is the quickest and easiest way to resolve your complaint and has the least impact on your trip.
- If alpharooms is responsible (or if the Travel Provider is not able to help, despite their responsibilities) we will do our best to assist you. If you are on your trip, you can call us on 0044 114 2515093. If you have come back from your trip and the matter hasn’t been resolved to your satisfaction, send a complaint in writing to alpharooms either by email or post. We will then deal with the travel provider on your behalf. Send us a letter with supporting evidence (e.g. photos, receipts) to:
Alpha International Accommodation Ltd.
261 – 263 Ecclesall Road
Alternatively, if you’re in the UK, you can call us on 0114 251 5070 or message us using your ‘My Account’ login where you manage your bookings. Call waiting times can be longer during the holiday seasons so you may experience longer wait times.
Please note that complaints on social media will not be integrated into our system unless alpharooms has explicitly said this has been done. As a result, the methods above are the most efficient and quickest ways to ensure you receive a response.
- Once we have received your written complaint, we will provide a response or an update within 28 days in line with ABTA’s Code of Conduct.
- In the event that you’re not happy with this response and would like to take the complaint further, as we are an ABTA member, we encourage customers to contact ABTA for advice.
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