I recently booked a room online through the hotel's website as a wedding gift for a relative, giving instructions that the accommodation was to be charged to my credit card. The online booking was confirmed via email. The day after I booked, I amended the booking via telephone to add an extra night to make a total of two nights. The girl on the phone confirmed this was fine. The night before my relative and his new wife were due to check-out, he checked their room account and was shocked to see that the accommodation had been put on his account. He questioned this with the staff and was told that they couldn't use the credit card details of a third party without written confirmation from the card holder (myself).
I emailed the hotel at 11.45pm the night before checkout, to provide authority to use the details as provided on the online booking form. In the morning I telephoned the hotel to confirm receipt of my email, only to be told that the email address I used was not monitored on weekends. I was given an alternative email address and forwarded my previous email to this instead, thinking this would be the last I heard of it.
I then received a reply to my email with an authority form attached requesting that I complete this form and provide copies of both my credit card (front and back) and photo ID. Whilst annoyed that this was required, I complied and sent back the completed form and requested copies via a scanned email attachment.
I then received another email saying there was a problem with the file, and that it couldn't be accepted as it wasn't scanned through Adobe. I again protested as to why they couldn't (a) accept the credit card details as provided on the online booking form, or (b) take my email AND now telephone instruction as authority to use my card to pay the account.
I was told that I either had to wait until the hotel help desk could verify my file on the following Monday or I would need to present in person and finalise the account.
I ended up having to drop everything to drive to the hotel and sort out the account, but not with the person that I had been talking to on the phone as she "wasn't available".
It seems ridiculous to me that you are asked to provide credit card details when making the booking online, but this card cannot be used to pay the account of a third party. Maybe you should be able to check a box to authorise use of the card, same as purchasing a gift certificate from the same website?
In any case, I was not impressed with the attitude of the desk staff when I finally arrived there in order for my relative to be able to check out. NOT GOOD, staff of the Grand. I certainly will not be staying or recommend the hotel to anyone I know. Shame really, because apparently the room and food were great.
- Official Description (provided by the hotel):
- Stamford Grand Adelaide is one of the best luxury accommodations in Glenelg Adelaide, located on the absolute beachfront. Stamford Grand Adelaide Hotel is an ideal base for you to discover all that Glenelg and Adelaide have to offer. Our Glenelg accommodation is perfect for those who are looking for a beachside location that is close to Adelaide's special events, yet out of the city! ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Agoda, Booking.com, Expedia, Hotels.com, Priceline, Travelocity, Hotwire, Orbitz, Cheap Tickets, HotelQuickly and getaroom.com so you can book your Stamford Grand Adelaide reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Stamford Grand Adelaide Glenelg
- Stamford Grand Adelaide Hotel Glenelg