OMGHotels.com review: Did not receive our voucher for our hard rock cafe dinner 1

We received an Activity Superstore experience as a gift from our elderly mother. The gift was to be a visit to Madame Tussaud’s & a meal for 2 at the Hard Rock Cafe. When activating our voucher we were informed this experience no longer existed & was told to pick another from their list of experiences. We chose a theatre trip & meal for 2 which came at a cost of £48 extra on top of the £116 our mother had already paid. We booked our experience through OMGHotels.com a third party company that Activity Superstore use to book their tickets/vouchers. We offered 3 dates for our experience to which they replied giving us the middle date chosen. They sent us an email stating our experience was booked for the 12th May & that we not required to take any further action, that our theatre tickets & meal vouchers would arrive 48hrs before the day. We were told not to contact the company as this was all in hand. We had heard nothing from either company by Friday 10th so we tried to make contact via 3 different phone numbers found online, none of these numbers connected with a pre-recorded message stating the number was no longer in service. We were starting to get very concerned that our experiences had not been booked & that we had been scammed by the company who had taken our extra payment. An email was sent to OMGHotels voicing our concerns that the tickets & vouchers had not arrived & we had also already pre purchased our train travel tickets. A reply was received from Penny Cunningham advising that the theatre would not release the tickets until 24hrs prior to the show & said we would have to wait until Saturday for these tickets. I explained via email I was concerned because it states on their website that they do not work weekends & yet we were waiting for the tickets on a weekend to which she advised that the booking staff do work weekends & would send them to us when they receive them. On Saturday the 11th May we had received no theatre tickets & no meal vouchers. At approx 4pm we still had no tickets & no communication from OMGHotels. We wasted a lot of our afternoon googling other contact details for them & became extremely stressed as by 6pm we had still heard nothing. We tried calling the Lyceum theatre box office as we had chosen to see the lion king but without any answer. We also tried the Hard Rock Cafe which is now the sound cafe with no answer. Being extremely stressed & drained chasing all of these companies we gave up hope of attending the theatre etc the next day. On Sunday 12th we decided to go to London anyway as we had already bought the train tickets with the plan to go to the box office in the hope our seats had been booked. At approx 10.21am Sunday we received an email with our theatre tickets attached, however no meal voucher. We received an email from OMGhotels stating they had not received the meal voucher from their booking company & that company did not work weekends so we could not go for dinner. They offered us the options of re-booking it for us for Monday 13th (which we could not do due to us both being back at work) or we could have a refund, or a meal voucher valid for 12 months that we could book ourselves. I asked how much the refund would be before making our decision to which I was told it would be £60. We opted for the refund which they agreed to. Since then I have emailed the company numerous times to chase up the refund, I have even given bank details to the company to pay back into the account & not only have we not had the refund I have also not had a single reply to any of my emails, I have tried the phone numbers again without any joy & have also tried contacting Activity Superstore in regards this matter, again without any response. It feels that OMGHotels are scamming people out of extra money they never intend paying back. We are very disappointed by this whole experience & even the seats for the theatre had a restricted view so I could not see without moving as there were barriers in my line of view. We really feel this company need to be investigated as, after googling them it seems there are quite a few other people out there who, after 6 months have still not had a refund in similar situations as ours. We know that companies like these go ‘radio silence’ in the hope people seeking refunds will give up & they continue to ‘pocket’ these extra funds without returning them as they should. We would appreciate watchdog looking into this company as we know we are not the only ones being mistreated by them.

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