We made a reservation for a 2 bedroom unit, on the beach side of the hotel in July, for 2 nights in December. This was a confirmed reservation, with 24 hour check-in (we drove from Melbourne that morning)...
Upon our arrival we were informed that our room was not available. They had no options prepared for us, "just sorry room not available." There was an alleged mishap with housekeeping, saying that someone had "trashed" a few rooms the night prior. This explanation may have been true.. However, it is doubtful that a hotel of this size and alleged calibre would not be able to get rooms sorted out in time.
After getting angry, upset, frustrated et cetera. The best they could offer was two rooms at the back of their other property across the street. Given that we were tired from driving all day we had little choice but to accept their offer and asked them to provide dinner & breakfast as well. They did this, but no further refund was offered or available. A two bedroom unit over looking the beach was replaced with two small rooms looking towards the Adelaide Hills... not what we paid for!
They guaranteed us a beach side room for our second night, so we had to re-pack and bring our luggage across the next day. Upon going to check-in, they offered us a 2 bedroom unit looking, not at the beach, but back towards the city. After getting upset again, they managed to find the room we originally booked.
While we did have a place to stay, this was a terrible and stressful start to our holiday. The staff had no compassion for the position they put me and my family in. It was truly shameful for a hotel with so much potential to not take care of its guests, especially those who have booked five months in advance. The only positive note on this place was the location.... I would recommend people stay anywhere but the Oaks Plaza Pier, in you want to be in Glenelg.
- Official Description (provided by the hotel):
- The sensational ocean views and resort facilities of Oaks Plaza Pier, make this property an ideal choice for corporate and leisure travellers seeking fabulous Glenelg accommodation. Plaza Pier has undergone a full room refurbishment which was completed in September 2011. Enjoying an absolute beach frontage location, Oaks Plaza Pier allows you to really experience Glenelg. Luxurious 1 and 2 bedroom apartments feature wide balconies overlooking the beach or park, full kitchen and laundry facilities. ... more less
- Reservation Options:
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- Also Known As:
- Hotel Oaks Plaza Pier Apartment