We booked a two day stopover at this hotel on our way home to Australia.
On our arrival at the front desk to check in we were informed by a rather rude receptionist that we had cancelled our booking. We were astonished by this and informed her we had already paid and had not cancelled our booking. She only accepted we had a booking when I produced on my iPhone booking confirmation and payment. She then disappeared to the back office and after several minutes came back and confirmed we did have a booking after all and gave us a registration form to fill in which I noticed had someone else’s email address on our details. She had no explanation for this and never did get an explanation who Frank was. Then after telling us we had no booking having been cancelled she informed us that our room was now available which turned out to be nothing like what we had booked. The next morning we asked for an explanation and complained about the room. The duty manager to her credit changed our room and did follow-up on her promise to find out why our booking had been cancelled though she never did explain who the mysterious Frank email was.
It’s a pity our stay was ruined as the dining area is great and dining staff excellent. Would we stay here again no not after the way we were treated.
