Frequently asked questions

Customer Service

    • You can either call us or send us a message via My Account. For full details check our Contact Us page.

    • Unfortunately we cannot tell you where you will be situated in the hotel. Rooms are allocated by the hotel team. If you have a special request please let us know and we will do our best to help you. Log into My Account and 'Contact Us' with your request.

    • Unless you booked a specific room type, you will only find out what sort of room you have been allocated on arrival. If you have a special request please let us know and we will do our best to help you. Log into My Account and 'Contact Us' with your request.

    • Typically, hotel check in times are from 3pm on the day of arrival. Check out is usually by 11am on departure day. Late check outs may be possible but must be agreed directly with the accommodation provider. An additional charge will normally apply

    • Unless specified at the time of booking you are unlikely to receive drinks on any board basis other than All Inclusive.

    • A Twin/Double room is a room for two people in either a double or two single beds. You are able to request your preference of either a double or two twin beds during the booking process. This cannot be guaranteed as the allocation is at the discretion of the hotel.

    • The exact layout and difference between a suite and junior suite depends on the hotel. If you want more information about this, please check the hotel’s website and their room description. If you would like us to do this for you please call us on 0114 407 0241.

    • There is no difference between a lateral sea view and a side sea view.

    • If you have a problem during your holiday please refer to your voucher for the appropriate steps to follow. If you do need our immediate support please call us on 0203 0010107. This is a 24 hour support number.

    • You will be able to collect your keys directly from the hotel reception unless stated otherwise on your Travel Voucher.

    • The Terms of Business are linked at the bottom of each page of the website.

    • We're truly sorry to hear you've experienced some difficulties whilst on holiday. On your return from holiday, please forward the points you wish to raise in writing to us within 28 days to 3rd Floor Royal House, 5 Vine Street, Uxbridge, UB8 1QE or you can email us customerrelations@alpharooms.com
      You will receive an acknowledgement within 48 hours and once fully investigated a full response will be sent within 28 days.
      We will need your booking reference number and all other relevant information along with receipts, photos or other supporting documentation. Please note it may be necessary for us to request reports from the suppliers of the services concerned, in respect of the matters brought to our attention.
      Please note if the relevant Supplier/Principal (eg. the Hotel) has not been notified of your complaint during your holiday there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint on return.
      Important Note: If you are sending in supporting documentation including any personal credit card or debit card details, please can you mask out all numbers for your security and protection.
      The team are dedicated to addressing any issues you have experienced during your holiday, and will carry out detailed investigations to find out why the issues arose. They'll also address them to ensure they don't happen again.