My husband and I checked in this hotel on 16 Dec 2012 and checked out on 20 Dec 2012. My daughter visited us and slept in our hotel room on 16 Dec 2012. She left us at 6 a.m. and flew back to Melbourne for working on 17 Dec 2012. We requested an extra bed for the night of 16 Dec 2012 at a charge of A$55. As we had pre-paid the hotel room charge, we paid the A$55 in cash when we checked out the hotel on 20 Dec 2012.
We went to Melbourne and stayed there for another 5 days. After going back to Hong Kong, my husband discovered that the hotel had charged A$7.11 to his credit card. We then sent a email to the hotel asking for the nature of the charge. The hotel emailed a statement to us on 15 Jan 2013, showing that the charge was for “Mini bar – Red Bull”. We sent emails to the hotel on Jan 15, Jan 21 and Jan 28, 2013 telling the hotel that we did not consume anything of the mini bar. Despite the amount involved is small, we requested that the hotel refund the A$7.11 erroneously charged to my husband’s credit card, .on the principle of equity. Up till now, the hotel has not made any response to our 3 emails.
When hotel guests check out of the hotel, the hotel should have the proper procedure in ascertaining there was no lost of towels, no breakage of glass cups and no consumption of the mini bar stuff etc in the hotel room concerned. Any additional hotel charge should be agreed with the hotel guests before issuing a bill (if necessary) for the settlement by the hotel guests. It is unjustifiable for the hotel to charge its guests after their checking out of the hotel. It would create a lot of unnecessary disputes.
My husband and I have had the experience of staying at hotels for more than 100 times. However, this is our first experience of being erroneously charged to our credit card after the hotel stay. We are quite disappointed with this so called 5 star hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mrs So
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I was most concerned to learn of your dissatisfaction following you stay in December. Our records indicate that the incorrect charges were refunded to your credit card on the 21st Jan. and then we contacted you shortly thereafter to advise you of this, and to extend our apologies for this error. I believe that you should have received this correspondence prior to your online posting and we certainly apologise for any disappointment or inconvenience caused.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.