The issue that I have experienced was: I had already booked 4 hotel stays with them without a single issue. Everything went as expected. I used them mainly because of the installments option, which is great, although expensive, given the 5 euros per payment. But I am aware of the fee, so it was my choice to use them... Now I understand why I never had an issue: I never asked a single question... But this time I did! A very simple one: are any other taxes due at the hotel? If so, how much do I have to pay. Simple, right? No...not for alpharooms. Their answer is the one we find on their terms: hotel only includes vat. And when I reply saying: ok, but how much do I have to pay I get exactly the same answer: the price only includes vat. Its like talking to a wall. And when I try to reason with them saying that for me the price is the total price, that paying 1 euro in taxes is different than paying 100 euros in taxes (or 1.000 euros...) all I got was sorry, our price guarantee is only valid for 24 hours... Then I tried to cancel, stating the price is materially different from the one proposed, because I really don't know how much I am going to pay...the answer was sorry for the inconvenience, cancellation is 30 euros per person. In between this horrendous show of lack of service I got one email saying I did not have to pay any taxes, and another one saying that there were taxes to be paid. I have never seen such lack of transparency or indifference to a client. Also, they don't tell you how much you will have to pay for cancelling on behalf of the Hotel, they only tell you 30 euros pp alpharooms fee and state that I need to call the hotel to know the rest. When I declined to cancel ( given the fees!) I told them I would never used them again and will complaint regarding this unbelievable attitude and service, I got: Thank you very much, your reservation remains active as per your request. I continue not knowing how much I will pay in taxes. I cannot cancel, because of the fees they impose on me, although I want to cancel because they won't tell me how much I will pay in total! It occurred on: 24/09/2018-29/09/2018 I would appreciate an apology and the canceling of both my bookings without any cancellation fees. I look forward to your prompt response on this matter. Yours faithfully, PATRICIA FIALHO Booking Reference [protected]@gmail.com - 2 active reservations