Customer service was the poorest I had experienced by any hotel in 3 months of travel around Australia. A long story but the fact is the hotel charged me for a 6 night stay, when I only stayed for 5 & they were advised of this in writing & by telephone well in advance of the cancellation/change deadline. I phoned & emailed & added additional days to my original stay with the hotel direct but the booking.com app was unable to make the date change to my booking, saying that there was no availability at the hotel for my revised dates, when in fact there was as I had confirmed this with the hotel. I asked the hotel for assistance in facilitating the change to my booking which they said they could not do & as a result I was charged a night more than I stayed. When raised formally with the hotel on arrival, I was advised that I would not get a refund as I was told to change the date via the booking .com app. They were not interested in the fact that their hotel system and booking .com were not synching & I paid a penalty for that. I had added additional nights to the front end of my stay that I was charged a higher price for than the booking.com price & staff member, Gloria, told me that I should have had a price match offered when I booked direct, but I was too late for any redress because I could not change my dates via the app. I had issues booking a car direct with the resort, first being told I could have a large car for 3 days. The next day I was emailed that there were no large cars, only a small car. When the booking came through it was only for 2 days not 3 & I had to contact them again to reconfirm the 3 days. Ironically, when we picked up the hire car, they advised us that we were getting a free upgrade to a large car. It was only when I requested a formal response to my overcharge complaint from management was I advised that the free upgrade was some recompense for my issues. I am still $330 out of pocket. The administration at this hotel is the worst I have experienced in 3 months of travel in Australia. There is no “going the extra mile” for their customers, they apply the rule book to the letter & there is no scope for discretion. The reception staff training is inadequate, administration is poor & it is left to the customer to pick up all the loose ends and pay the consequences for their poor quality systems & training. I even found the personal contract details, including name, address, telephone number, drivers licence details and part credit card details of a previous guest in the hire car we had. I hope they were more careful with my details. I have read other poor reviews from customers on this website & their experiences seem to have been similar to mine. On top of that the resort is furthest away from the town centre, so if you don’t have a car on arrival, you have a long hot 35 minute walk for the services. The resort claims to be 4 and a half stars. I don’t know who rated them that. The crockery & outdoor dining table were in
Bagus
59 Ulasan