6/10 Aceptable
Jan
Viaje familiar con niños
8 ago. 2025
Le gustó: Limpieza y condiciones de la propiedad
We recently stayed at this hotel and, in terms of the property itself, it was lovely. The facilities were excellent, the rooms were spacious, spotless, and well-equipped, and the beds were very comfortable. We would happily have rebooked - except for one disappointing issue.
When booking through Wotif, the accommodation clearly stated it slept five people and my booking confirmation also stated it was for five guests. On arrival, we found bedding for only four. Reception advised that the booking they received indicated only two king beds (sleeping four) and that a rollaway bed would incur an extra charge.
Despite showing my itinerary and booking confirmation, I was told there was nothing they could do. I later emailed the hotel with screenshots showing the Wotif listing stating it slept five, but the follow-up communication was dismissive. I was sent a screenshot from an entirely different third-party site claiming it only slept four and was made to feel as though I didn’t understand how to book accommodation.
I also provided examples from Wotif showing that other properties do allow for additional guest charges at the payment stage — contradicting what I had been told. Nevertheless, I received no apology, and I’m out of pocket for an extra fee that, based on my booking details, I should not have had to pay.
It’s a real shame - the property itself is great, but the way this issue was handled we won’t return.
Jan
Se hospedó 1 noche en agosto de 2025