“Amazing ... if you dont mind misplaced money”
My partner and I stayed here for her 21st birthday. The hotel itself was absolutely beautiful, we loved the decor, the room, even the staff were really friendly. However, the day after our check in date, (which was her 21st), we ventured out for the day only to find that an extra $300 was gone from our account on top of accommodation fee, which we were told wouldn't be removed from our account until checkout. We called the hotel and they informed us this was a $300 deposit fee, $100 per night, which we were not made aware of prior to our stay. We explained to staff that we weren't aware of this fee and had traveled from Adelaide so needed our money, staff said they would call the bank and have the money returned to our account straight away.
That night we returned to the hotel and asked about parking our car in the hotels car park that night - which was a $25 per night fee. We parked our car and went to go back to our room, However our key cards were not working, so we had to get staff to recode them.
The next day the money had still not been returned to our account but as it was a Sunday the day before, we decided to give it some time. As we were checking out the next day we parked our car on the street instead of in the hotel car park.
The morning of our checkout, we woke up to a piece of paper being slipped under our door. My partner read it and it was a bill for $50 - 2 nights car parking. My partner went downstairs and discussed with staff that we only utilized the car park for one night. Staff then gave us a new bill for $25 and said they would charge it to our credit card. My partner and i then left the hotel. We drove into the city to get coffee before driving back to Adelaide, I decided to check my bank statement only to discover that not only had the $300 deposit fee not been returned but that i had been charged the full three nights stay AGAIN! Leaving my account overdrawn and with a $544 stay turning into $1300 +. My partner called the hotel, they said they would call the bank immediately and have the money returned straight away... We started our drive back to Adelaide. A few hours later when we reached Ballarat our money had still not been returned. We called the hotel, who said they had no recollection of our last call but would fax the bank to get our money released straight away. We stressed the urgency of this as we were driving home and our extreme disappointment in the hotel at this point.
Our money finally got put back in our bank the next day, after we had already (luckily) made it back to Adelaide. THEN, the next day noticed that $50 had been taken out of our account by the blackman (presumably for the car parking). My partner called the hotel YET AGAIN, to discuss this, she was put through to management, who didnt answer, so she left a voicemail for him. She has since called another two times, leaving messages for this 'manager' who still has not contacted us regarding this matter.
I am very very disappointed with this total lack of communication from the hotel as well as the huge amount of money that was taken and having to call the hotel so many times. Aesthetically this hotel was absolutely amazing and staff were seemingly wonderful, but turned out they were perhaps just very incapable. Extremely disappointing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 16, 2013
Thank you for taking the time to offer us your feedback. It is disappointing that you experienced so many administrative issues during your stay. I would like to apologise on behalf of the hotel for the stress that this caused during and after your time with us.
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For the benefit of other travellers who may not be aware; we take a pre-authorisation of a credit card when you check-in to the hotel. This is a hold of funds totalling the room amount (if not prepaid), plus $100 per day for additional charges. If the same credit card is used at check-out, then the balance of funds is released within 24 business hours. If a different credit card is used for settlement, then the original hold is released within 72 business hours. This is a common practice with most large hotels in Australia.
I can assure you that we did not intentionally hold extra funds. As this is an anonymous review I cannot look into your account to check, however if I was to presume I would say that there was a glitch with the operating system. Whichever way we look at it, there are errors from our side that have caused the billing issues and for that I am sorry. As the General Manager my aim is to ensure each and every guest has a memorable and pleasant experience. I will be doing all that I can to make sure that similar circumstances are not repeated in the future. This will start by addressing your review with each of my guest experience team members.
I have not received your messages; however I would appreciate the opportunity to speak with you to ensure your account is completely correct. Please feel free to call me on 03 9039 1450 or email email@example.com
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.