I challenged their "best rate guarantee" as I found a cheaper price in Wotif. A hotel staff replied me by an email and saying that it was a mistake by Wotif and he told the Wotif to take down the price so my claim was unsuccessful. I was not happy with his reply and sent him emails but he kept telling me that it was Wotif's fault, he even told me that he would arrange a basket of fresh fruits to show their sincerity ... which was totally forgotten in the end.
Then, I used their official complaint form in the website to explain what happened. A female staff emailed me that there was a difference in the terms & conditions. With Wotif, I cannot cancel after booking but with their website, I can. That's what she said. But it was "non-refundable" promotion, which means "no cancellation". Of course, I emailed her back about this. Next, she emailed me saying that Wotif charges on credit card on the day of booking, they charge on the day of arrival. It's non-refundable, what makes the difference to customers?
It's obvious that they dig up one of the tiniest differences in terms & conditions and refuse any of the claim. They can even force other websites to change the price if necessary. Best rate guarantee, what a joke!! Don't even bother put "Best rate guarantee" in the web, there is no such a thing.
By the way, you get "additional 50% off the lower comparison rate for your first night stay".
I was so angry with this situation but stayed for 2 nights with my wife & 1-year-old boy since we could not cancel...
We will NOT choose this hotel again because....
1. mold on portable baby cot
2. cannot adjust shower head (broken)
3. dirty socks in kitchen draw
4. some tv channels not work
5. no a basket of fresh fruits as promised (where was their sincerity)
6. don't feel clean in the room
7. kitchen sink drains so slow
8. fan in shower not working
I didn't expect anything great but those things were not acceptable.
Soon after I arrived back home, I got an email from Ascot group to do a survey.
I answered honestly with all my experience. One question was "Do I want to receive a reply from hotel regarding my survey anwwers & comments". I ticked "Yes" .... it's been more than a few weeks now .... They don't bother replying me or saying sorry!!
Should I use the complaint form again? No, I won't waste my time any more.
My advice: Don't try to beat hotel's price. if you find a cheaper else where, just book it immediately and don't expect anything good from this hotel except for the location.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thanks for taking time and effort to review us here, unfortunately, your review is also an equal: ‘OMG’ to me and our team. Certainly not in accordance to the kind of quality and value we pride ourselves to offer in return to our Residents. Hence, a thorough: apology is appropriate, which I like to hereby extend to you wholeheartedly.
In order to avoid a lengthy engagement here towards the various matters listed, may I suggest we take up a further exchange on your stay with me directly: ‘off-line’ via my email: felix.lo@the–ascott.com
Accordingly we can exchange matters in greater detail and understanding better.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.