room not guaranteed
Posted Mar 25, 2016 on Hotels
Check in was absolutely terrible. We had a family reunion , my son travelled from uk and my husband and daughtertravelled from New Zealand . I specifically chose this hotel and paid a substantial amount for a 2 bedroom suite explaining that I would need one of the rooms to have 2 double beds in it for my grown up son and daughter to share This showed as available on booking. Additional notes in my booking explained thecreason clearly. This was not available on arrival and was told they did not guarantee the room layouts. I would have expected to be told this in advance in view of the high rate for this type of room and that the booking had been made many months before. I could have then looked elsewhere
The hotel asked me to use a sofa bed in the room, I could have done this in a much cheaper room . The alternative offered was they could move us 4 days later when someone checked out. After a massive debate and options suggested by us we resolved the issue as they offered to move us to the correct accomodation the following day. Why this could not have been offered originally was beyond me.
It made a miserable start to our special celebration after a long flight.
Also on check out the correct charge was made on my credit card but the hold was not released for 5 days after we left leaving my credit card with twice the amount taken off the available balance .
A pity because this hotel is beautiful .
Comment from Hotel Management
Jun 4, 2016 by Peter, Hotel Management
Please accept our apologies for the challenges you experienced during your stay with us. Please know this is a rare occurrence and we are dedicated to providing outstanding service to all guests. We hope you’ll give us the chance to restore your trust in us in your future travels.
Grant M. Nouchi