2/10 Terrible
Jes/Dev, Australia
Traveled with partner
Feb 21, 2020
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We booked three nights here over new years 2019/2020. The booking was non-refundable, but we were contacted by the hotel manager shortly after booking and he informed us that the room had been double-booked and we were not able to stay. I asked him to cancel the booking as we could not cancel without losing the money due to it being a non-refundable room. He told us that he was very sorry but did not know how and could not contact Expedia and we would need to do this ourselves and that the "refund would be automatic". Being overseas we did not have access to international phone calls, so I submitted a form through Expedia's website to request help cancelling, including screen shots of the conversation with the hotel manager. Expedia have been no help whatsoever with this issue.I have since had emails from multiple staff members and each have told me something different. It has now been almost three months since the booking was made and I have been informed that after finally getting in touch with the hotel, the hotel manager will not refund the booking and we are losing our money.
Jes/Dev
Stayed 4 nights in Dec 2019