CTM UK - Managed Hotel Quarantine Reviews 

Worst worst company..worst customer service..

This organisation are shocking! How have they got government approval? They fail to respond to emails. I have been awaiting a refund of a Covid test booked (£88) since 19 July 21, because CTM took the money out my account twice! I was sent a link to apply for the refund ( supposedly within 10 days) NOTHING! I’ve lost count of the phone calls made. This company need investigating!!

I have just been hung up on because I questioned why I have no code yet in order to return home !! How can the government say to use this complaint !!!!

This is the worst company in the world Mark drakeford you should be ashamed of yourself

The worst customer service I have ever received.

Why isn’t there a minus 1 star option for this total scam of a company? 🤬🤬🤬Son and friend were meant to be traveling from Scotland to Spain but both caught covid prior to holiday so couldn’t travel as not fit to fly. Therefore there was no need for the tests anymore so I called to cancel and after a very long time waiting and then put on hold I requested a refund from a person with a difficult to understand accent on a very poor quality line. I Was told they didn’t refund even if I didn’t need the test kits anymore !!!!! ARE YOU KIDDING ME? 2 x £170 wasted because I ordered 14 days in advance to be prepared for them traveling. I also contacted and complained on the CTM portal as this was the only other option to contact them and have heard nothing (that was almost 3 weeks ago now). Not surprised at the rest of the reviews. 😤 An absolute disgrace of a company, in my opinion this is nothing more than THEFT of hard working people’s money!!! I am completely disgusted by our Government forcing us to use them. It’s a complete con and I’d like to know what we can all do about it? I would not recommend, DO NOT USE!

How did this farce of a company get a Govt contract to look after people coming to the UK with quarantine packages? I rang 15-20 times and got through 3.
They booked 2 hotels for my family's arrival. They barely speak English, people deserve better.

I am still waiting for a £264 refund 42 days after completed their refund form. I need the refund because my booking didn’t go through initially so 3 days later they said the only option was to book again (I said I didn’t want to do this in case the money came out twice which of course it then did). I was told after two weeks it could take up to 28 days. Total I have called 3 times, 1st time I was cut off and 2nd & 3rd times I gave them my information then was put on hold. I eventually gave up and hung up after being left on hold for over 10 minutes as they were clearly not coming back. They also never responded to my initial email. Currently at a loss on what to do next. It seems like we have to use this company which is criminal given they appear to be robbing people. Totally disgusted.

Absolutely shocking set up. Couldn't even complete the booking of a test. The Scottish Government want to be ashamed of themselves for only allowing this disgrace of a company to fleece the public.
People incidentally that need to travel for business and pay tax.

I applied for a £170 refund for Covid tests which turned out to be unneeded due to a rule change. Six weeks later I have received no response whatsoever from CTM. I phoned CTM three times today and as soon as I had politely stated what the issue was the phone went dead. When I initially ordered the tests £340 was immediately taken out of my bank account. It is a very different story trying to get £170 put back into the account. This firm appears to be either dishonest or incompetent, or both. I would recommend that you avoid them like the plague if at all possible.
Keith Gilmore

Worst experience ever. Waited ages on the phone for an agent who then refused to help me make a simple change. Then she hung up on me! Unbelievable. These people are crooks and fraudsters profiteering in a pandemic. Shame on them!

Terrible company ! Set up by Uk government ! We are being conned ! This is theft ! There is no choice if you need to get home from a red list country ! You have to use this company to book the hotel and tests !
My son is in a room with a locked window ! No air - terrible food ! Dirty ! This company should be taken to court and so should the government - we should all get together and pay for a solicitor to take this company to court !

Don’t even deserve 1 star.

Sick and tired of calling them 4 to 5 times for the same reason. I booked the quarantine hotel for my mom and dad. They sent me an invoice of the quarantine hotel booking, a day before the flight with the wrong flight number and arrival timings.
My parents had their 2nd day PCR test and only my dad received the test report. My mom didn’t receive a 2nd day PCR test report. I called 119 to find out the test report on behalf of my parents because they don’t speak English properly. But I was informed that NHS can only disclose the report to hotel management team or my mom had to make a call herself. So, I called the hotel and explained them the situation. Since than they made us wait, saying report will come tomorrow keep checking your email and text message. My parents did 8th day PCR testing and this time got the negative report the next day. Until 9th day no report of the 2nd day test report. So, on the 9th day they made my mom do the third PCR test, because to check out of the hotel they need to have 2 negative PCR report. No test report until day10 of the quarantine period and they might have to stay longer in the hotel. I’have had made all the arrangements to receive them but it went all in vain.
I made a number of calls to the security team in the hotel but non of them were helpful. One of the security guy even refused to give me his name. That guy in specific was very rude and hung up on me while I was speaking because he was done for the day and had to handover his duty to his night shift colleague.

Millennium Gloucester Hotel London as well gets a 1 star rating for the costumer service they are providing even after paying £3715. Completely rip-off

Pathetic service and worse experience ever. Highly unprofessional. What a disaster one would happen to have due to them

DO NOT USE THIS AGENCY
This is the worst travel management ever.
I find this disgusting that this is government run and appears to me to be a money making outfit, no way to speak to anyone other then call centre employees (10 of them)
There is no control over this company and should be banned from trading !!!

It's my 2nd time Hotel quarantine in 3 month first time 18 June to 29 Jun at Hotel Sofitel at Heathrow airport. That was absolutely nice everything no comment.
2nd quarantine started 25 August 21 still at the hotel Radisson Grafton in Tottenham court road.Day one We landed Heathrow airport at 6;30 am & arrived at hotel 2pm without food and water.We have paid a lot of money but food standard is not good & sufficient .If you don't believe please cross check.
Another point I live in Hayes Ub3 but hotel is W1T 5AY at Tottenham again I have to spend more money .
Kindest regard
Hom ( Pp no 08315920 )
07868117097

Sorry I don't have the option of leaving no stars! This call center is a joke. Clearly overseas, totally unprofessional. Agents can't even hear you for the background noise. Twice I have called today, agents don't even seem to be able to understand English. You've taken my money but no email confirmation of order. Supposed to be getting a call back, doubt that will happen! Why are we in Scotland being forced to use this shambles of a company?

Worst experience of my entire life!!! DO NOT USE THIS AGENCY
Myself, child and pregnant wife where travailing back from Abu Dahbi to Heathrow when my partner ran into some health complications, we where granted an exemption from quarantine on arrival to be able to go the hospital. On arrival to the Hotel reception we had to wait 5 hours before my partner was allowed to be escorted to the hospital like a criminal. On her arrival back to the hotel we showed them our exemption letter to be allowed to quarantine for 10 days at home due to loosing our child that took another 2 hours to allow us to exit the hotel!! As if this wasn’t bad enough after 4 weeks of emails phone calls every day CTM are refusing to refund any of the £2400 that we payed even tho at no point did we stay at the hotel!!!! I am still trying to get my money back with no luck.
I find this disgusting that this is government run and appears to me to be a money making outfit, no way to speak to anyone other then call centre employees (3 of them)
There is no control over this company and should be banned from trading !!!

they charged you twice and it's impossible to get a refund since march 2021. How is it possible that the gouverment is backing up such company as official suppliers???!!!

like many others im experiencing the same problems trying to get a refund for a cancelled Q hotel booking, 3 times I've emailed them and countless times I've tried to get through on the telephone - ridiculous situation, for something that should be simple and straight forward.