no problem richard, great to see that eveything is ok.

regards

jim

Hello Jim,

I'd just like to say thank you very much for what you did. After your help I have finally managed to resolve the issue with Laterooms and they have apologised for their poor customer service - and have even offered me an incentive to use them again!

Thanks again, your efforts were very much appreciated.

Richard.

hello richbaker

have you recieved a reply from laterooms.com?

after i sent them them the link to your question on the forum, i recieved an email from laterooms.com

the reply said

Thank you for your email alerting us to this post.

We do not wish to post a response on this thread at this time, but will contact ‘RichBaker’ directly regarding his complaint.

Kind Regards

they have sent copies to a few other people in the laterooms organisation.

if you have recieved an email, please just reply and say everything is fine.

regards

jim

hello richbaker

sorry to hear about your problems with laterooms.com i have found an email address at

http://www.travelsupermarket.com/community/forums/t/laterooms-disappointment-6898.aspx

it is cmarketingATlaterooms.com

i have sent an email to them with the link only to your post to see if this address is in use and works, it does!. hope you don't mind and hopefully helps you sort out your problem with them.

kind regards

jim

Hi,

I just wanted to share my recent experience of having the misfortune to deal with Laterooms with regard to a customer service issue - since this seems to be an area of their business that they pay little attention to.

In short, they messed up a booking for me - but since they admitted it was their mistake they agreed to find me alternative accomodation in the same city (Leeds), and since it was an Ashes cricket weekend and demand was high they also agreed that they would pay the increased costs of my alternative accomodation.

This sounds straightforward, and so it should have been - but it took me 14 phone calls to Laterooms to sort out - and during this period I was promised on numerous occasions that someone would call me back and they simply did not bother.

However, the real fun started after my stay. Despite the fact that I had written confirmation that they would pay the difference between my original booking and my alternate accomodation (a total of £138) the money did not appear. After 3 weeks of waiting I started to chase it - and that is when I realised just how little my custom meant to them. However hard I tried I could not get to speak to a customer service manager, even when I tried contacting head office directly. On 3 occassions I was promised that my complaint had been passed on and a manager would call me back - on 3 occassions I was lied to. My e-mails to the individual 'team manager' who promised me the money were ignored. My e-mail to 'customer service' received an automated response telling me it would be dealt with 'in turn' (they must have a long list because over a week later it still hasn't been).

As I write this I am still owed money by laterooms and simply don't know how to get it back without legal action.

My advice (and this is only my opinion) would be to tread carefully with this company. They seem keen enough to take your business and earn their cut. However, if you are unfortunate enough to ever have a problem then I wish you good luck.

I've noticed that Laterooms staff sometimes respond to posts on this board. Well a response would be nice - after all, you've failed to offer one so far.