CTM UK - Managed Hotel Quarantine Reviews 

Disgusting company! They should be held accountable for their unprofessional incompetence lack of service! Who the heck would ever contract to them unless there’s a backhander!!! Hotel rooms suitable for a 1 night stay not for 11 days for 2 people - no ventilation no fridge food abysmal- no duty of care and financially crippling!!!! Never ever use them!!!!! They should be shut down immediately!!!

If I could give minus stars, they would get -100. Cannot find a more useless service provider if you tried. Forced mandated U.K. quarantine that uses this pathetic excuse of a company. Not only do we have to pay extortionate amounts of money to come back home, their booking system is so useless that you can only book one room, and if you are a family, you need to send an email to request more than one room. Did that, 3 times, automated responses each time, and no booking. I’ve emailed every single email they have provided and have not had a single response that is not automated. Called the number and got a call centre, and after being on hold for over 30 mins (all long distance calls), their agents then hung up on me. I have tried to call the head office in Victoria and they couldn’t do a thing either. Are they really so useless?? I am coming back to the U.K. with my brother and we will both need to work (again something the U.K. government don’t seem to think about), but the rooms are so small, it would be impossible for 2 adults to live and work in the same space - hence the request for a family room or 2 rooms. You would think this would be simple!! We are now squashed into a tiny room and will need to work on my bed! Nice health and safety CTM and U.K. government! So appalled at how this has whole quarantine fiasco is being handled! It’s a money making scam of epic proportions!

Initial impression was good when I made a booking and got an invoice showing I'd paid and got the reference needed for passenger locator form within a few minutes. But when I needed to make an amendment, due to BA flight changes, I got a autoconfirmation that request received but not actioned. A new booking ref is needed.
I sent several emails to advise new flight details and get a new booking ref. No reply. I phoned and was on hold for over 30 minutes before reply. The agent basically said he could not issue a new booking ref but it would be done within 48 hours of the flight. I have no confidence that this will occur, why can't it be done as quickly as the initial response, especially as I have paid almost £2,300 for this atrocious service.

These people have a monopoly contract for Quarantine in England and they treat their "customers" with utter contempt. There is absolutely no way to talk to their offices outside of their normal working hourse, Monday to Friday.

There needs to be an investigation into how they obtained the contract, and they need to compensate for their awful treatment of those in their care. Hopefully they will be bankrupted in the process. The world would be a better place without them.

They require payment from me without giving me a notice after my pcr test kits booking. I haven’t received any kits and now they’re require me to pay to them £420 for pcr test for 2 people. Now I’m receiving debt collection teams letter but I’m not going to leave it here i will chase with this and sue them for scamming people. I made booking with hardship payment plan for the kits but as i didn’t received the test payment also didn’t started. Now they telling me if I didn’t received the test where is the cancellation 🙄. I said if they sent it where is the tracking number for kits ? Which parcel service have they used ? Then they asked me to show them alternative kit that was purchased from different company which is not their business to ask this question. I need help.

I booked 2 PCR tests with CTM. My flights got cancelled so I rebooked others for the same day. I phoned customer services to ask them to amend flight details on the test bookings, and was told I needed to cancel the old tests, which would be refunded, and book new tests. It has now been over two months and I still haven't been refunded, I have phoned CTM 3 times and each time they tell me the refund is on its way. There's no other way to describe their service than as fraudulent. I'm appalled the Government has selected them to be test and quarantine hotel providers.

I cancelled my quarantine hotel on 11/10 in plenty of time, have been promised confirmation in writing on more than one occasion and have still had no response or refund of the £2250 they took from my credit card in September! I don't have the time or energy to take them to small claims court, and don't feel like I should have to. I cannot believe the government recruited this company to deal with quarantine hotels. I wouldn't be surprised if this company has government connections who have benefited from this as they are the most incompetent company I have ever dealt with in all of my professional life and can't think of any good reason for them to be the official agent. Has anyone been down the route of complaining to the government?

Both in August and November, I was travelling from Spain to Scotland. I used CTM to purchase the PCR test, as recommended by NHS Scotland. CTM are the provider recommended on Sao site. Both times, they failed to inform me of the result of the test. Both times involved a lengthy phone call five or six days after they received the test. Had to repeat information about four times during the call. Two minutes after the call (both times) I received a text telling me the result was negative. This shower shouldn’t be in charge of undertaking a litmus test. Absolutely zero confidence in them. If I could have given them zero stars, I would have done.

Scottish Govt website led me to CTM. Ordered Day 2 PCR 19th Oct. By day of departure no delivery. 2 successive and equally unintelligible phone calls to the CTM head office helpline clarified they do not send out test kits until almost day of return to UK, but I needed the test reference for the passenger locator form - so I asked to cancel the request. Was told I must cancel online. There is no evident way to cancel online on the CTM website of the Redfern Travel website. I ordered a test kit from another company which arrived the next day. I emailed CTM twice explaining the problem and asking for cancellation and refund. No reply to either. I returned to UK to find a CTM test kit had been delivered while I was away. Phoned various CTM numbers was asked to wait to register a complaint, and twice the line held for over 10minutes then was cut. Needless kit, and no refund. Appalling level of service.

( Without prejudice)on the 10th July I paid ctm £340 for day 2 and day 8 covid tests,Tui cancelled our holiday due to covid travel restrictions therefore we no longer needed the tests, I applied for a refund within 2 days of the holiday being cancelled and i expected a refund from ctm in 10 days as per their terms and conditions, ctm failed to provide a refund, I telephoned their contact centre 20 times or more and i was told the same thing time after time, that I will receive my refund in 10 days, it was of course nonsense it was( send a fool further.) obviously c.t.m renaged, of course they had no intention of refunding my money, I contacted my credit card company and i they eventally refunded £340 to my account last week , and if I had failed receive the refund from my credit card company I definitely would have taken ctm to court, I am confident that the case would have been awarded in my favour as ctm were in breach of contract ,I really don't know how this company is allowed to trade someone should contact rip off Britain asking them to investigate and expose ctm I have found the whole experience of filling in forms, countless emails, hours of phone calls to their call centre and being made a fool of so stressful it has has impacted on my health, it is patently obvious that ctm couldn't care a dam about the bad publlicy and care even less for their customers who paid them in good faith, we have all be treated appallingly it's a disgrace, any reputable company would not want the damming and scathing comments posted on social media calling them crooks and a scam company, it is obvious that it will have a detrimental effect to the company's reputation, but ctm are not ashamed of the bad publlicy ,I note that someone recently took ctm to court and won case .(well done to you),i suspect that their unscrupulous business practices will catch up with them eventually, the sooner the better, my heart goes out to anyone who had the misfortune as I did ,to have had any dealings with corporate travel management has been a total
nightmare,

CTM sent and charged me for two tests, when I required only one - complaints via email and phone have been fruitless so far - no reply at all (other than automated emails). I will write to my MSP and I will consider small claims court. I'd give zero stars if this was an option. Total rip-off.

CTM charged me twice for my covid test on re entry to the UK. It ignored my complaint it its website when I requested a legitimate refund. The call centre had a boilerplate response telling me I had pressed the order button on the web site twice. But they had never asked me my name or client number.

After two months of continual hassle, I finally found a friendly voice from the Indian call centre. She put through my complaint and the extra fee was credited to my account.

Persevere!!!! I think the cynical corporate response is ignore, ignore, ignore until you make yourself a pain

RL

After 4 months of trying to get a refund from this company I took them to the small claims court and have had a full refund plus court cost and interest .I encourage you all to do the same .

They will take your money. You send your test but that’s it!!!!

No results back from day 2 or day 8.

The tests are probably just sitting in a warehouse somewhere.

If they are this incompetent (clearly from the reviews) I would not accept the result as trustworthy anyway.

Scottish Government are negligent for appointing this company. This whole system is a scam!

20 days ago we posted our tests
Still waiting for our results
Totally outrageous that you can be charged £68 and receive nothing in return any other company would be held accountable for goods not received online …. Seems not the case when it’s a government scheme

Absolutely disgusting way of scaring people from not travelling and seeing loved ones where there was no fear to be had in the first place. I emailed and emailed before I went away to get a deferred payment scheme, had no response and could only go away at the specific time as I had childcare sorted for my children.
Ended up borrowing the money off parents as i couldn't get home without quarantine hotel as i was refused by flight company after explaining the situation to which they couldn't help me. Even the British Embassy couldn't help me either.
When I did arrive in quarantine hotel, my family had taken me to court for custody of my kids due to borrowing the money when I had asked by email time and time again that I needed help with a deferred payment scheme set up. Now because I had no option but to ask for help with the money for the quarantine hotel it could potentially cost me my children. The welfare of the hotel also would not let me leave the hotel to go home to my children to get everything sorted which resulted in me losing my baby that I found out I was carrying after leaving the hotel.

As all the stress and fear caused by the absolute obsurdity of what was called a quarantine hotel cost me my baby and could cost my other 3 children too. If this happens god forbid I will be taking CTM to court for justice for all of us that were made to feel that we were in the wrong and prisoners for doing what we love to do by travellling to see the our loved ones around the world and by being free as we all have free will to live how we want to live.
The justice that will be served for us all that were made to feel less worthy than what we were will be served because companies like yourselves can live in the world of profit at the expense of people but no price can be put on someone's mental health that is caused from unnecessary fear. It is disgusting and I pray each day that justice will be served accordingly .

A disgrace of CV a company ,shocking customer service. Unfortunately have a monopoly in S itland thanks to our wonderful Scottish Government. I paid for a day 2 test and still awaiting result after a week . I done a free NHS PCR test and got the result within 48 hours.
Why are we paying a private company to a use the service ?

They gave me a respected Hotel and refunded me on time when my flight was Cancelled,This enabled me to rebook.
Another flight.

Do not use , refuse to refund after our return flight was cancelled, had to reorder, rang four times, told we will get a refund, then an email to say no. TOTAL SCAM.
SHOULD BE CLOSED DOWN

If I could give this company minus one star I would. I booked tests for my return from holidays and the next day it was announced that CTM tests were no longer required by the Welsh Assembly, that we could book with whatever company we chose. I cancelled immediately, using a link provided by CTM, in good time before our holiday even began. It took over a month before they came back to say I could not receive a refund. The amount we paid was £272. We have pursued this but without any explanation they have sent a credit note. We want a refund - not a credit as we have no intention of using this company again.