Dear cathy g,

Thank you for writing your feedback regarding the booking experience that you had recently with the Grace Hotel, Sydney.

I am very sorry to read what you have encountered whilst trying to make a room reservation. I have followed up this issue with our Reservations Associates.

It looks like you were trying to book a special deal through wotif.com for a two-nights stay and unfortunately the second night that you were trying to book for was unavailable. However the hotel was willing to make the reservations directly for you over the telephone by honouring the 3rd party website deal (discounted room rate with breakfast included). This also means the same terms and conditions will apply for the phone booking which means it needs to be prepaid in advance and no refunds or cancellations will be allowed.

In order to have the booking prepaid in advance, the Grace Hotel requires our guests to fill out a chargeback form to authorise us charging the guest's credit card. This form and other documentations required are part of the hotel policy to prevent any credit card fraudulent.

Usually as part of our normal telephone booking, a credit card number is required to guarantee the reservations only and the payment will be processed upon guest's departure.

I hope this explanation helps to assist better understanding of our hotel process and please accept our sincere apologies for the inconvenience and frustration that we may have caused you.

Once again, thank you for your feedback.

Kind regards,
Christina Mendieta
Guest Relations Manager

Dear lilypetals,

Thank you for choosing to stay at the Grace Hotel and it is very pleasant to read that you have enjoyed your short stay with us and liked our Room Service Breafast.

Hope the rest of your Asia trip was memorable as well. We look forward to welcoming you back at the Grace Hotel, Sydney for your next trip.

Kind regards,
Christina Mendieta
Guest Relations Manager