The worst booking agent I’ve ever used, they have oversold me a product - for some background - I had a standard apartment and they said if I pay £204 more I can upgrade; which I did. I have then arrived at the resort to find that they never upgraded me. I have rang them 6 times to try and get sorted but they refused to help, I’ve told them to check the recorded calls - in which the agent agreed that I had actually paid to upgrade but because the booking confirmation isn’t right, there’s nothing they can do. I went through to complaints to try and get the issue resolved - they told me they’d get it sorted and call me back - in which 3 days later I haven’t received the call (after being told it would be 24hrs later) so now I’m not in the room I have been charged for - the hotel were amazing - they said all we need is an email from alpha rooms and we can sort everything out, Alpha rooms have flat out refused to do this!! They also cost £300 more than going to the hotel direct as well!!