On Wed, Nov 23, 2016 at 9:35 PM, Loretta Bentick wrote: Good evening, I am bitterly disappointed with one of your members. Alpha rooms. On March 26th 2016. I booked a hotel room with them as I have done on many occasions before. Booking confirmation [protected]. Two days before I was due to go on holiday in October I was informed my father was about to die. This was totally unexpected. As you can imagine we were devastated and shocked. I immediately tried to get through to alpha rooms. After waiting 45 minutes on the telephone ( despite saying there was a 19 minute waiting time ) No one answered the phone ( I was in the hospital at the time ) When i eventually got an email through to them and explained my unfortunate circumstances to see if I could cancel the hotel or at least go a different time, i received a ticket number 906791. It took 5 days before I got a reply. One of the people travelling with us eventually got through to them and they were informed the hotel had been paid and therefore nothing could be done. I contacted the hotel who said they had not been paid and alpha rooms still had my money. €1, 221.41 is a lot of money to loose. I appreciate it had to be cancelled at the last minute. ( I didn't know my father was about to die and neither did he ! ) surely there should be some compassion. I would prefer a refund, though would not even mind if they gave me a voucher to use in the future. Sadly my father passed away. I have a death certificate to prove it, if required. Im disappointed with alpha rooms lack of response and lies, saying the hotel had been paid for, when they have received no money. Where is my €1, 211.41 ? Especially considering I've used alpha rooms before and never had a problem with them. If you can assist in any way or offer any advise, it would be much appreciated. Thank you Kind Regards Terry Bentick