Policy Over Integrity โ Disappointed.
I called ahead to inform the property that I would be arriving at midnight due to travel. After introducing myself, I my call was answered with a dismissive and rude response. The staff member confirmed my booking and instructed me to call a number upon arrival to receive my key.
Upon reaching the motel, I realized I had mistakenly booked the wrong date, and the property was fully booked for the night. With no alternative, I had to sleep in my car. I immediately contacted Expedia to request a refund and was advised to reach out to the property directly. When I called, the same staff member blatantly lied and redirected me back to Expedia instead of addressing the issue.
As someone who has managed the largest accommodation in Queensland, I understand policies regarding cancellations and refunds. However, my incorrect booking was still five days away, and rather than providing honest and transparent customer service, the property chose to keep my money and mislead me. This is not how guests should be treated.
I hope the small amount of money retained from this situation is worth the damage done to your reputation. I would never recommend or return to this property.
