I have just returned from a 3 night stay with a friend. On booking we requested a 1 bed twin share. On arrival we were given a queen bed which could not be separated. We requested another room. We were then given a 1 bed disabled room also with a queen bed and were told that it couldn't be separated until the morning because there was no house keeper on site. We were offered a roll-in bed for the night. As this was a disabled room it had a walk in shower with shower curtain and rails. We were planning a relaxing break which included having a spa bath. We were told that this was the only room available or we could pay extra and have a 2 bed room.
On speaking to the manager and expressing that we had not been given what we had booked I was told several times that they had in fact given us our requested booking. When trying to point out that we booked twin share I was informed that reception would have told my friend when booking that they cannot guarantee twin share. If this had been the case she would not have booked a 1 bed. I should point out that we have stayed at this resort several times over the years, always booked twin share and never been told that it could not be guaranteed.
I requested that we be given a 2 bed room at no extra cost. The manager refused, reiterating that our booking had been upheld and suggesting that we could continue arguing but wouldn't I prefer to start my holiday.
So we paid the extra money as we had no other option. So much for keeping the customer happy.
On the Friday night it was so noisy with young people yelling from the ground to others in the building that we were woken up. There is no on-site reception or security at night at this resort.
And I would suggest that their cleaning staff need to sweep the balcony after each guest. Ours had someones cut toenails on it.
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- Also Known As:
- The Landmark Nelson Bay Hotel Nelson Bay
- Landmark Hotel Nelson Bay
- Landmark Nelson Bay
- The Landmark Nelson Bay Port Stephens