Most Disgusting customer service EVER!!! So rude and seriously need to be reviewed by Fair Trading for their practices!!
Booked in to a cabin last week - requested the 5 bed - 8 ppl cabin $960 - paid the deposit - all appeared fine... THEN got an email from Jane saying that "You have been booked into Cabin 6 which is a three bedroom cabin but only has three beds which will not accommodate eight guests." and if I wanted to change to a cabin that would fit our party "You would definitely need to move out of Cabin 6 but I note that you have only paid the price for this cabin whereas the three bedroom cabins that can sleep up to eight guests are $$1,120.00 for two nights." $160 more than what we were quoted and confirmed for 8 people. The options on their website are to accommodate 8, 13 or 15... so if they cannot accommodate 8 people in the 8 people cabin then what the hell are they advertising that for?!
She claimed she had rung me "The telephone number that I called twice last night is 04xx xxx xxx (as shown on the booking confirmation sheet). It simply rang out with no message bank for me to leave you a message." when I suggested that she'd gotten the wrong number as I had not received a phone call and did in fact have message bank the reply was: "I guess one could call the same telephone number incorrectly twice - not! "
She admitted the booking was an internal error on their behalf, but still would not find a solution to our issue - to which I said I would find alternative accommodation and would happily relay the service she'd provided to my friends and colleagues to which I got the following reply: "Am I concerned with your threats - not in the least! Am I concerned with losing business through you - not in the least!"
This woman is a piece of work! The cabin are minimalist as it is and if I'm going to pay pay the extra cash to someone deserving then this rude, obnoxious lady!
At the end of the day - their website constitutes false advertising - they take your booking and then tell you because of a computer glitch its your fault and you have to pay for it - ABSOLUTE JOKE!!!!
- Official Description (provided by the hotel):
- We have ten self contained log style cabins set on 50 acres of park and bush land in the centre of the Pokolbin region of the Hunter Valley vineyards with several within walking distance of the cabins. ... more less
- Also Known As:
- Pokolbin Cabins Greater Newcastle