We reserved a room at this hotel more than two months ahead and chose the lowest available rate with the understanding that this rate includes a non-refundable deposit equal to the full amount. A few days before our arrival, Holiday Inn Darwin reservations personnel contacted us to confirm our reservation. I responded to confirm and indicated that we would be arriving very late. When we arrived at the hotel, the person at the counter wondered if we were at the right hotel because he couldn't see our reservation on the computer system. The supervisor explained to us that the system said we were a "No Show" and that they had to re-instate our reservation. Then they had to assign another room, they said the A/C wasn't working in the room that was reserved for us but I think it's far more likely that there was another guest in that room. It took more than 30 minutes to work through this process (we arrived to check in at 2:30 am) and get a room key. The room we were given, we were told was only for one night and we'd be moved to a better room the following day.
The next morning, we spoke with the manager. Although he didn't seem to be aware of what had occurred during the night shift, he was very efficient and professional and we were moved to a room on a higher floor with a sea view. He also arranged for us to have lunch in the restaurant at their expense.
We made this reservation on the understanding that the full amount for 3 nights stay would be charged to our credit card whether we checked in or not so the room that was assigned to us should have been available whether we showed up on day one or day three. I communicated our late arrival to the reservations personnel, the email was acknowledged and in spite of the policy of no refund for our reservation type, our room was not available to us because we were deemed a No Show.
The sea view from our 7th floor room was outstanding. The manager and staff were professional and courteous. Both rooms were clean expect for the showers, we found hair in both of them. The bathtubs are mounted very high and will be difficult for anyone with mobility issues to access. There is no wireless internet available in this hotel, an internet connection is provided in the room but there is an additional charge for it's use. Full breakfast is $28.00 per person and is, in my opinion not worth the price. There is nothing unusual on offer, only the basic hot and cold breakfast fare at the buffet.
Their no show policy needs to be reviewed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Elaine H,
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Thank you so much for reviewing our hotel and giving us your feedback regarding your stay.
I can understand your frustration of having to wait around to get a key for your room that you had booked in advance. I know the system sounds cumbersome but we do have to account for every guest in house in case of emergency and hence we could not allocate a room with no one staying in it. I do however acknowledge that an error was made on our part to not record the arrival time on your booking and I will follow up to ensure that such mistakes are not repeated. I have also noted your observations regarding bathroom cleanliness and will address this with housekeeping staff as a priority.
I was surprised to read that you thought we did not offer wireless internet in the rooms. I can confirm that we do provide both wireless and wired internet connection throughout the hotel. I am sorry if this was not made clear to you upon enquiring. And you would be happy to know that IHG is the first hotel company that will be providing free internet for all its members starting 1st July2013. I hope you will make good use of this great benefit.
The breakfast buffet is a Holiday Inn standard throughout Australia and New Zealand and does get very good comments from our guests. However I am sorry that it did not meet your expectations.
Thank you for your kind words for the staff and their interactions with you. I am sure they will be delighted to know that you were satisfied with the things they can control.
I appreciate your feedback and we wish you safe journeys and a great 2013.
We hope to see you back again in the future.
Vikas and the Holiday Inn Darwin Team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.