CTM UK - Managed Hotel Quarantine Reviews 

I arrived in the UK to discover I had erroneously been booked into a non quarantine hotel by CTM staff. Moreover CTM did not answer the phone despite repeated attempts.

The gentlemen in the airport who were meant to escort me to the quarantine hotel could not have been nicer- they stayed with me and sorted it all out ensuring i was safetly in a quarantine hotel before saying goodbye. They stayed well after thier scheduled shift time has ended to help me out despite being advised by thier superior to leave me at the airport until CTM had sorted things out. As a lone women arriving in UK on a late Friday evening I was grateful for thier assistance.

Terrible customer service by CTM considering the amount of money we pay for the quarantine.

Disgusting company to deal with they have taken my £680 which I cancelled for covid tests was told had to wait 15 working days to get my refund phoned them up don’t know what I’m talking about and cant get my money back so far! If the welsh government has recommended them then they should refund or compensate everyone that’s been ripped off on their advice!! Shocking company stay well away

CTM Guidance notes incorrect. As a result they owe me £176. Several email requests for refunds not acknowledged. Phone calls to their contact number puts you through to someone in India and as you will have read above, they are completely and utterly useless even if you manage to be understood over the worst line possible. Absolutely disgraceful. The Scottish Government have robbed us of £176. We are pensioners and seriously angry about this. No one seems to be accountable and someone somewhere is cashing in big time. Unbelievable.

Like many of the reviews before mine, I would score them 0 if I could. Actually, if you’re reading this, please accept 0 as my true answer.

0 also represents the number of satisfied CTM customers. It represents the number of f**ks CTM gives. And lastly, it represents the number of CTM employees qualified to do this job.

I used this company on recommendation from the Welsh Government. It was by far one of the worst experience of my life. Although I shouldn’t be surprised, I’ve heard the Welsh gov also recommends drinking mercury and the live-action movie ‘Cats’.

I paid £142 for two tests in order to return to the UK. I was told I would receive an invoice providing the reference number needed to complete the passenger locator form. The invoice didn’t arrive until 5 hours later. By that point, I had already booked through another company (who provided an invoice immediately). Despite this, I was still charged for the test and told that a refund isn’t provided under any circumstance.

Think about how ridiculous this policy is. CTM could send you a pregnancy test instead of a Covid test and they still wouldn’t refund you. They could send a ‘sorry for your loss’ card with a voice recording of their staff maniacally laughing and they still wouldn’t refund you.

It took a while before customer service responded to my emails. I can only assume they were busy summoning the devil or burning money in front of homeless people.

However, just so you know I’m not bias, their website was easy to navigate.

Just called 0207 429 9983. Took 5 minutes to get through, then when answered all I heard was operator laughing and giggling. Then when she spoke to me I started to explain my query and she cut me off.

Terrible company and even worse on it that Torries appointed this scam to run services during pandemic!
Shame on you!

It is very frustrating that I am not able to contact them (CTM). No surprise that there are many negatives rating because of a lots of unsatisfied customer. But it is very strange why the UK government does not care. If something is not working properly, it should be changed.

A hotel is £35 per night or £350 for 10 days in Heathrow. But this scam asks for £1750 or no entry to the country back. What a joke! It is a programme to take money from poor.

Absolute disaster of a company. I've paid £1750 to these guys for a joke of a service. I will be in touch with the Ombudsman regarding the "service" these guys have provided. I've emailed these guys on 3 occasions and i just get an automated response with 'helpful links' attached. WHAT A JOKE!!!!!!

Customer service is zero
It is shocking amount of money ctm get
Don't even have basic right

Cannot get reply by emails
Calling take 1 hour perhaps more

Government contracts was giving for reason
Nice airplane in return

Shame on English government

Been back in UK for 10 days (counting my travel/arrival day as 0), sent my day 2 completed kits back and they have had them for 7 days, STILL waiting on my results. How the Welsh Gov think this is acceptable is beyond me. Wrote an email with an automated response that they would respond within 10 days.... Not great SLA's is it? Overpriced. I have had friends who have returned from holiday after me and have had their results quicker!!!... AND cheaper!!!

If I could give a zero I would - They don't answer their phone - they are unresponsive and unhelpful and overcharged me. They have literally acting CRIMINAL! How could the Scottish government partner with an organisation like this?!?!? It's literally a bloody money-grabbing scheme taken at others expenses due to the Pandemic.

Awful experience, lines are terrible and phone cosntantly cuts off I rang for over 3 hours before eventually giving up. in that time I got through around 5 times every time being cut off.

Terrible experience from beginning to end!
I went through the online booking as advised. I was supposed to travel on the 5th July, however, till the 4th I had not received confirmation which meant I had to make numerous overseas calls, I had to pay a change flight fee and I had to repeat the PCR! All of this cost over 300 GBP.
On the 4th July I tried to book over the phone and 2 times the payment was declined on the third time it went through which meant I can travel on the 7th July.
But to my dismay the money 1750 GBP was withdrawn from my account 3 times! It took more than a month of numerous emails, phone calls, and filling forms until the money was finally returned!
Arriving in the UK, everything took longer than usual. We were put on a bus and I saw people dropped at different hotels, some more luxurious looking than others. I ended up in a basic hotel which seems very unfair since we all pay the same amount.
In the hotel I felt I was treated like a prisoner, I was referred to with my room number not my name! I had to beg for more tea and coffee sachets daily and to beg for more than one paper cup a day! Having paid 1750 GBP, this seemed ridiculous, I was not getting my money’s worth!
The UK Gov website indicated that we would get transport to and from the airport but this only happened from the airport, when I was due to leave I was told it would be better to arrange my own transfer. I did, regardless of what I had to pay since I wanted to be free!
The whole experience was a nightmare and caused me great distress. I was coming to join my husband who works in the NHS, I am here to be with my husband who is supporting the NHS and who is one of the front liners, and the only reward I got was this very stressful experience before, during and after going into quarantine.
I want to stress that I have nothing against the quarantine as a necessity to protect others and myself, but I have many concerns with the company running the system since they can only be described as incompetent, unresponsive and inadequate.

Absolute joke of a company considering the government are using the holiday got cancelled due to no fault of my own was given the run around about refund then got email that test kits where getting delivered so called them to see why as requested a refund as no longer need them to then be told ctm policy is no refund
So at all cost avoid as am now £180 out of pocket with a test kit that is no longer an use
I dread to think the amount of people they have done this to
Sum up UK government a rip off …

I have been locked in a dark room where I can’t tell if it’s day or night.
Food is very bad for what I’m paying they bring me serials and corn flacks for breakfast egg and mayo sandwich and crisps for lunch mostly Indian food for dinner
Most of staff and guests are Indian .
When I asked for a blanket they sent me a filthy one with mould and fungals and strange dirts in it .

Very frustrating service can’t believe I spend money on something that can’t even worth it.

Paid £850 for 5 test kits and then didnt get a Test Reference Number for the travel locator form. They are really slow at answering their phones and just got told to wait 12 hours. I'm meant to be flying by then. I asked for a refund, and then they put the phone down.

Disgusting profiteering. Paid £180 for 2 ‘private’ Amber travel tests. They literally popped my address into the gov website. Nhs sent me nhs test in nhs box to return to an nhs lab that I have to register myself on the nhs portal and get my text from the nhs after chasing results on an nhs helpline. Must be laughing all the way to the bank with their monopoly deal with scot gov. Disgusting.