I was really excited to stay at your deluxe hotel on the 7th January for my boyfriends surprise Christmas gift but you guys never took the money out of my bank ...account when I ordered online. I called up the Fraser hotel (Perth) a couple of days before Christmas and a young girl on the phone told me not to worry and that she will make sure my bank details are attached and I made it clear on the phone that I will not make it to the hotel unless the payment has already been taken out of my account, she told me the payment should come out very shortly in the next couple of days. So after about 2 weeks that I set up the hotel room, no payments came out of my account so I thought something was wrong. I decided to just leave it because the payment never came out and I thought I wasn’t able to get the room on the 7th January. It is now the 11thof January and I have checked my bank account today and it states that Fraser’s hotel has taken approx $160 out of my account on the 10th January. Not only did I not check in, I specifically said on the telephone that I want to see that money out of my account before the 7th January or I won’t be there. I have called up Fraser’s hotel and I talked to a manager on the phone today, I didn’t catch her name but she sounded like a young Asian lady, she said she was the manager. She then told me she could not give me a refund because I did not make a cancellation over the phone. However, I did tell her what I told the other lady over the phone before Christmas - that if the payment won’t come out of my account, I will not be there. I find this very unfair. I’m 20 years old and struggling with money problems so $160 is a lot of money to me and seeing as your staff member told me the wrong information over the phone, I don’t find that it is my fault. I’m not blaming anyone for this, but I think it should be fair that I receive a refund. I even asked the lady on the phone today that if she couldn’t give me a refund, I would be happy with a cheap spare room that they might have instead, she also said no. I’m not happy about this at all and I’m hoping someone can help me through this issue. Thanks.
- Official Description (provided by the hotel):
- Luxury Suites in Perth: Overlooking the Swan River, Fraser Suites Perth offers fully-furnished, luxurious accommodation in Perth's CBD. Close to the Convention Centre, the WACA Ground and only a few kilometres from Crown Casino, our prime Perth CBD location makes us the perfect hotel to enjoy all the entertainment and dining options Perth has to offer. Exquisite interior design meets practical luxury in our award-winning luxury hotel with 151 one and two bedroom suites, as well as 85 studios. Our air-conditioned suites feature opening floor-to-ceiling windows that capture panoramic views of the Swan River and its surrounds. Some also have spacious balconies. Fraser Suites Perth serviced apartments also feature state-of-the-art entertainment systems with 40-inch LCD TVs and DVD players. With stylish, practical kitchen facilities and open-plan living and dining areas, you can relax in sophisticated comfort. Dine at the hotel's Heirloom By Pete Evans restaurant with alfresco dining and a menu designed by chef Pete Evans. Enjoy piano nights and happy hours in the stylish Lobby Bar, or try our 24-hour in-room dining menu for something more intimate. At Fraser Suites Perth you can enjoy our world-class facilities including spa, sauna, indoor heated swimming pool and 24-hour well-equipped fitness centre. Cycle and explore the wonders of this picturesque city and take in the breathtaking city skyline with bike hire available at the hotel, or enjoy the free local bus service to Perth's CBD area. With a ballroom, professional meeting facilities and complimentary high-speed WiFi available throughout the apartment hotel, Fraser Suites Perth is an ideal choice of accommodation in Perth for both business and leisure travellers. ... more less
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