We had booked an excutive townhouse for my birthday treat through a booking agent on the web, When we arrived we were advised by the young man on the desk they were overbooked and offered us another room and with a free bacon and eggs thrown in, we were not happy but as we were also visiting our son in the army as well so we took it. The room was a big let down from the new 4 and half star we had prepaid for, it was a very old tired looking room, hard beds and mould in the shower, nothing like the brand new room with a spa. Went down to breakfast in the morning to be told the resturant was shut due to repairs, the young man told us to order and room serive would be bought up to us. Upon checking out we were asked for the $10 for the juices and the tea we had, as the young man reminded us he only had said "Bacon and Eggs".
What was meant to be a lovely luxury room turned out to be the worse weekend away ever. The service was shocking, and they never as much as apologised, even when the booking agent called them to sort it out, we have never heard from this establisment even months later. If you are looking to stay somewhere with good service, give this place a big skip.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I can understand the disappointment of the guest, and I do personally remember the situation.
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As we constantly try to make sure that we run as smoothly as possible, and provide the best service that we can, unfortunately overbookings do occur in any hotel/motel, especially in busy periods where the whole town has a tendency to book out (this means about 1300+ rooms unavailable on a busy night in Albury/Wodonga), the reason for this is, the bookings are not only made direct at property level. There are a multitude of internet booking sites, travel agents, our own chains reservation centre, direct with the property and walk-ins off the street. As we don't have an unlimited amount of rooms available, we personally have to monitor every booking that comes through, and if a room type becomes fully booked we must then block that room type off all reservation systems, this is done one booking system at a time. As we are blocking systems off, a travel agent or other company may be able to book a room if we don't get to it in time, this is not the guests fault, but if there are already people in the room we have no alternative, the guest may choose to find alternate accommodation and a full refund, if pre-paid would be made, but once again, sometimes there is no alternative accommodation. This is something that usually does not happen, but unfortunately has in this case. If possible, we then offer the guest a free room upgrade or in this case where an upgrade was impossible, we offer a value add, being a free breakfast or meal to a certain value, to bring the value back up to what the guest has paid, or make up for the inconvenience . I would like to clarify the fact that the restaurant was not being repaired, as there was nothing wrong with it, we were infact renovating and upgrading as we have now done to the front of the building, reception and cocktail bar, and will have most rooms in the building fully renovated hopefully mid '07. The room that this guest stayed in was not as modern or of the same star rating as the townhouse (Townhouse = 4 1/2 star, Double and family rooms = 3 1/2 star) but none of our rooms have mould in the shower, we pride our property on cleanliness, and for every 10000+ guests we have stay at our motel yearly we have very few, negative comments, yet we encourage feedback, otherwise we would not know where to improve or maintain the services which keep business people, travelling families and holiday makers alike turning up time and time again, and checking out in the morning well rested, and very happy with all services they may have taken advantage of.
There was nothing more we could have done in this particular situation, for this particular guest, I did personally apologize to the guest upon arrival and departure, and I apologize again for the inconvenience, but as I explained, although not the room she booked, still the best substitute we could offer, which was one of our 1 bedroom family suites and 2 free bacon and eggs breakfast, and the travel agent did contact us, and was more then happy with what we offered the guest, I did not find cause to contact this guests again as I believed we did everything we could do under the circumstances to compensate the guest and the matter was considered resolved. I find it inappropriate that she pin points one individual for providing them with "the worst weekend away ever" and that the service and compensation that we tried to offer the guest was not to her standardand, then advises others not to stay. We have many guests that feel that we offer a very high standard of service and personally thank us for creating such a homely atmosphere when they are away from their home. I urge anybody who is considering staying in Albury to look past this lonely and deceptive bad review and give us a go, and I am sure they will find that our family owned and operated motel provides great value for money, and a very personal and above standard service, we welcome any constructive criticism, and we always endeavour to rectify any problem to the best of our ability, immediately.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.