Wow! By far the WORST hotel experience in 10 years of frequent international travel. We were a family with two small kids and two pensioner parents and had booked the "Large Family Room" on the booking provider showing 4 beds in the room. Unfortunately we had inadvertently omitted the children from the voucher but had entered 4 adults. After receiveing the room key we asked the owner/manager, as we noticed the room only had 3 beds instead of the 4 beds on the listing. He told us in an abrupt manner that we could "NOT possibly have booked the Large Family Room because [they] stopped listing it a year ago". When I said I would get the actual voucher & was sure our voucher said "Large Family Room" with the 4 beds he became belligerent and in an accusatory manner suggested that we had deliberately omitted our children from the booking! In a rude manner he said the "room capacity was exceeded" but then indicated he was happy to exceed the room capacity if we paid him $60 for the children... We said we were happy to pay him the $60 and asked if he could please put the 4th bed or at least a trundle bed into the room. He flatly refused saying, "It's far too late at night"! Although it was only just past 6pm on Thursday night. My husband offered to help get the bed and set it up and he flatly refused! We even decided to offer booking a second room as a solution after a long day of travel we were exhausted, however when my husband entered the reception he heard the manager patronising my mum in an argumentative way after she had tried to plead with him. At that point we realised that his unreasonableness meant that it was futile, he even had the nerve to say, "I'm the manager, I make the rules and I can decide whether you stay here or not"!! What kind of service is that, really? In the end because he was so patronising and unreasonable we opted to forego the full nights' fee of AU$169 and to find alternate accommodation at the last minute at 7pm before a 6am international flight the next day. We later contacted the booking provider who stated that the hotel has full access to it's own listing and can update and amend their listings, including photos, at any time themselves. The booking provider contacted him directly and he apparently refused to refund any of our money at all. If you're looking for a hotel with good service, please look for another hotel. Palm Beach hotel 10 mintes away received us very kindly and provided a nice clean room. The booking provider again made an error, this time booking only 2 adults and 2 children! The manager was so wonderful, after we mentioned the error, stating we actually had 4 adults and 2 small children he said "no problem at all" and efficiently checked us into our room - thank you Dion at Palm Beach for great service at such short notice.
We have been expecting your review after the multiple times you threatened to leave one if you didn’t get your way, just to clarify, I am the owner.
You booked a room with a capacity of four people, then turned up with 6. As “frequent international travelers”, you should know better than to book somewhere and attempt to mislead as you will most likely get caught. Sorry you “inadvertently omitted” your children, hope you don’t forget them often. I would have thought having beds booked for your kids was pretty important. You did not book on a voucher, you booked through an online booking site, only you could put the number of people in so stop blaming others. I noticed even after trying to mislead us you went on to try and mislead another motel. As you were told at check in, the large family room was removed from sale over 12 months ago. It is still a large family room but we removed a bed to give guests more room and comfort. Guests also have the option to pre-book trundle beds if they need. The key here being “pre-book”. Our pictures also show the room with only two beds, showing its’ versatility. Thanks for adding a pic of your “travel voucher” on your review, it clearly shows the rooms maximum capacity of 4, once again showing you to be in the wrong.
You were given 3 very clear options. pay the penalty of $30 per extra person and stay in the room you were in, which is what you booked. Pay for an additional room which had two beds, which we normally insist our guest who bring in more people than they booked for do or take neither option, forfeit your booking and leave, which YOU chose to do. You were rude and obnoxious as you weren’t getting your way, and were on the border of being asked to leave, when you sent your husband in to try and get your way. He failed so you sent in your mother, one of the most patronizing people I have ever met. I am guessing that you always call on people to sort out your mess when you don’t get your way.
Yes we can update and amend our listings, as we did 12+ months ago when we took the large family room from sale and made it a family room. It still is a large family room but has a queen bed and 2 single beds and SLEEPS A MAXIMUM OF 4!!!
In summary, you seem to be trying to play the victim here, which is so far from the reality. Your review contradicts itself in multiple places, this is simply a case of you trying to mislead, getting caught and then not getting your way. You were given options to accommodate your family and YOU chose not to take them. You decide you would rather pay more money and drag your family elsewhere at night than take the extra room and all be comfortable. For someone who seems so offended by patronizing and unreasonable people, have a good look in the mirror. This whole situation has been escalated because you didn’t get your way.
Lastly, as I am sure you will know, you were reported to the online booking site for misconduct and blacklisted from attempting to book here again. I would suggest that any accommodation providers that you book with in future, being the “frequent international travelers” you are, should check the number of people you bring match the number you booked for, as I doubt it will. We have standards here and you are the kind of people we do not want booking here. I am sure Dion will have vacancies when you need them, just book a queen room and he will squeeze you all in no doubt.
Owner
