I stayed here recently with a large family group of about 20 people. Upon arrival one couple were checked into the wrong room (and made up front payment towards it) and another couple who intended to share a 2 bedroom unit with a family member who had arrived a day earlier, were charged a night's stay in the Penthouse suite ($450) even though they didn't even enter the room! Yes, that's right, they were charged $450 to stay in a room that they didn't even stay in. They were told that they "had to" check in to the penthouse suite and pay for it, however they stayed in the 2 bedroom unit with family as intended. Upon trying to discuss these issues with reception staff they were defensive and of no assistance at all. They were rude and tactless, and even went as far as to criticise and ridicule members of my family to me, blaming them for the mistake. There were no apologies and no assistance whatsoever offered to sort out mixed up room payments. We were simply told that we would have to "argue it out amongst yourselves because we can't fix it!". Given that this is regarded as a prestige place to stay, I was nothing short of disgusted. Yes, the rooms are beautiful and the location is great, but if you can't be treated with basic respect then I'm afraid you don't deserve my money, or that of any other respectful paying customers. I will NOT be staying at Echelon again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 4, 2013
This is a lesson for groups & family bookings, please supply names of other family members and who is staying in what rooms, and there was only enought beds for 14 people, not 20 as stated, i wonder where the other 6 sleeped???
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The original booking was for 3 apartments for 2 nights each. two family groups arrived a day earlier, which we were able to arrange for them in two of the apartments originally booked. We endevoured to find out who was suppose to be staying in what room and was told by these family members, " it doesn't matter we all family and we will sort it out"
They checkin to these apartments & recieved their keys, (most operators would class this as checking in) then 3 days later the person writing the review claims they never used one of these apartment on the 1st night, i am sorry but we should have been informed of this on their checkin, not 3 days later.
As far as payment goes, one of the family members decided he would "shout" the family and paid for all the apartments used, with his credit card (not the one we held for the booking), we don't keep records of credit cards that actually pay the bill, only those held for the booking. then two hours later the person writing the review wants us to give him a refund, as explained to her it was impossible because we didn't have any record of his card.
If there was some problems with who stayed where at least come and sort it out then, not 3 days later, management and staff are not mind readers. All very confusing.
Manager Echelon Apartments
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.