Dear Sir/Madam Sorry I cannot refer to your name or look into this as the review is written anonymously. We regret if this has happened as we, in fact, do not take payment until guests arrive. It is only after the arrival date and not receiving notification, that we will process a penalty payment. If you had made a booking through Wotif/Expedia you would have to cancel your booking through them. If you had notified us we would have directed you to cancel the booking you made through them also as the booking was with that agency who then charges us. If the booking was cancelled through the agent, we would not have been able to access your details and process the booking. We do not recall refusing to return money of any cancelled booking and would urge you to contact us or the booking agent so we can look into the matter. Regards Cheryl

Dear Mimaw, Thank you for your feedback. What a shame you did not tell us of your tripped power. Once you notified our cleaner we immediately rectified the power and tested all appliances in the room. Sometimes an outside appliance can cause a trip which is easily rectified once informing staff. We are onsite 24 hours as stated in the guest guide. Regards Cheryl