I stayed at this hotel for a night recently on my trip to New Zealand and they provided me with the only bad memory from the trip.
I had pre-booked my room through Agoda. When I arrived, I was a little surprised when the girl at the counter asked for my credit card for an "imprint". I agreed considering that the hotel might want to keep some sort of security if any damage is caused. Horrible mistake on my part.
Stay at the hotel was uneventful. Its an average hotel. Anyway, we checked out early next morning. I went to the front desk to drop the keys and paid 4$ in cash for an internet card we had bought at the time of check-in. There are was a man at the counter who just accepted my key and I left for Franz Joseph.
Trouble started when on that evening I checked my phone to see a charge of 85 NZD on my card from Wanaka hotel. I got a bit alarmed and called the hotel. The lady told me she would check, the put me on hold to attend to other guests at the counter. She returned 10 mins later and told me that the charge was made on account of the room rent. I informed her that the room rent has already been paid as part of the pre-booking through Agoda. She told me she will find out the details and let me know once sorted. I had no option but to trust her and went for a trek to Franz Joseph.
There was no network reception at Franz Joseph, and when I got back I was further alarmed to see another transaction of 78 NZD on my card from Wanaka hotel. I called the hotel and the lady informed me that the earlier charge to my card had already been reversed in the morning. But since she did not know that she went ahead and reversed the same amount again. She soon realized that the first charge had already been reversed earlier and to offset the second reversal she decided to charge back my card the same amount.
For me, I only got alerts for the transactions charged on the card and not the reversals. I told the lady to stop playing around with my credit card. She told me its all should end up to zero. I called back my card company in my home country on roaming and spoke for about 15 minutes only to find that:
1. They could not confirm any reversals being made on the card (it takes 2-3 days)
2. If I instruct them to cancel the card, the reversals will not go through.
The call back home cost me around 80$.
I had a very small amount of credit left on my credit card for that month so decided to bite the bullet. Thankfully I came back home to find the reversals had been made. BUT, I lost 15$ in forex conversion charges.
The hotel staff played around with my card. And apart from the stress and anxiety it caused me, the whole episode cost me another 100$. Will the hotel representatives care to answer as to WHO WILL BEAR THESE COSTS?
SHAMELESS behavior on part of the hotel staff. And I'm irked most by the fact that there was absolutely no apology offered.
Future travelers to this hotel, please learn from my mistake. And take due care.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.