The booking process when using multiple gift cards as a form of payment is a nightmare and completely unfair. Gift card customers shouldn’t be disadvantaged for using this form of payment. I won’t be using wotif again.
February 23, 2019Date of your booking: 18-Feb-19
Itinerary number: 1316960404145
Type of Booking: Hotel Booking
I booked for Sat 23/2 for one night 2 people. Luckily I rang as the booking didn’t allocate a room for me. I needed to increase from 1 to 2 nights. The hotel said that a room wasn’t allocated for me at all. Luckily I rang to book the extra night otherwise I may not have had any room available at all, as I will not be arriving until after 6pm at night. The hotel also said that they couldn’t confirm that I had paid either.
There needs to be more cancellation options. Circumstances change and we shouldn’t be held to ‘ransom’ and still have to pay the whole amount when something changes and we don’t need the accommodation.
I needed to cancel the accommodation because the reason we booked the accommodation was for workers coming to Jacobs Well to do a job. The job was cancelled and so we didn’t need the accommodation. We cancelled within a few hours but were still charged. Won’t be using Wotif again!
To whom it may concern!
If you received all of my images and had listened to me on the phone you would be able to see what is wrong! I am highly dissatisfied in the customer service of Expedia about this as this is now the third time I have had to explain myself!
Upon arriving to the motel we had issues straight away, we were told we had to park our car and walk our luggage 10 minutes down the road, as one of the people staying in our room has a disability this was an issue to begin with, after about half an hour of arguing about the situation about how we could not walk 10 minutes with the amount of luggage we had finally the person we were speaking too told us that there could be some car parks up at the building where we were staying, this was terrible service to begin with.
We put that behind us and proceeded to drive down the road to the seperate building and go into our room. The overall appearance and cleanliness of the room was absolutely disgusting! It was not as advertised and we were appalled by the filth of the room, nothing was clean, there was tape holding together powerpoints which I will also be reporting as this is not actually safe or up to standards, we also decided to put this behind us and continue our stay at the city edge.
At 1am one of the guests was woken by ANTS IN HER BED! She was being bitten by ants!!! She quickly went to get into the shower and got a towel, on this fresh towel provided there was BLOOD on this towel! At this point we couldn’t use the room anymore because there were 3 guests and only 2 usable beds as one had ants through the bed. We called reception and had to argue with the manager for 1 hour about the fact that we needed to move rooms! This was absolutely disgusting that we were not assisted straight away with this! We were asked if we could just leave our luggage in the old room while we went and slept in a different building down the road! I cannot believe we were asked to do this! One of the guests that has the disability required her personal medical equipment that we had with us and besides that we wanted and needed our belongings with us! I can’t see how that would be an option for a guest usually to stay in one building whilst their belongings stay in another building!
We could not drive as we had all been drinking alcohol and obviously thought we would not be leaving our room for any reason in the middle of the night!!! And the manager told us to walk! 3 females with all our luggage at 2am in an unfamiliar place! We were most certainly not doing that! so in the end we had to pack up our belongings and be picked up and dropped off by a taxi to another building to sleep the night there which when we arrived there was fake tan on the toilet seat from previous guests! So this room had also not been cleaned properly
We wanted to leave the motel and stay somewhere else but we did not have the money to pay for another motel as we had already paid to stay at the city edge not knowing that we would have so many troubles there and it was at 2am that we were trying to resolve all this! We did not have a choice other than to stay at the city edge!
The whole experience was the worst we have ever had in a motel before. The entire situation was horrible and distressing and then the customer service we received from management was disgusting and unprofessional
I reported this matter the day of check out and we were told that the manager was going to go have a look at the room as we had asked her to do so and I had taken some photos but we also asked her to go look, she blamed it all on the cleaners and said she will have to report this to the cleaners and took absolutely no responsibility as the manager for any of our situation or how she had handled things the night before
I then reported this to Expedia like I was asked too and nobody even bothered to get back to me and it is now 2 weeks later! I made another lengthy phone call last night and before the situation was even assessed was told “you stayed there so you won’t be getting a refund” after I said I am not taking that for an answer and explain the situation I was told that she now understood and it’s a special situation where a refund is a possibility and then I get home to an email tonight stating that you don’t understand my enquiry?!
This is the most pathetic customer service I have ever had, the whole situation is not good and I will be receiving a refund because otherwise I will take the matter further! I am entitled to my refund and I want this to be dealt with immediately!
Sent from my iPhone
On 20 Feb 2019, at 11:19 am,
Dear Frances,
Your itinerary: 7410414995136
Thank you for getting in touch in regards to your booking.
I have received your email with attached screenshot. However; I am unable to understand your concern.
February 20, 2019You advertise a room at seaworld resort and include a picture of people in seaworld as part of the advertising for the room.
You also allow a former review to remain published stating tickets to seaworld are included in the booking.
I booked believing my room at seaworld came with tickets to seaworld based on this, and when I enquired in the week before I was due to stay you tell me this is not the case for this particular room. You deny me a refund even though I am entitled to one under Australian law.
You can improve by simply following Australian law. You cannot use images of seaworld to book rooms at seaworld resort unless you include access to seaworld OR make very clear on the advertising that actually accessing seaworld while staying there will cost you extra.
Fucking off!!! STOP SENDINH SO MANY GOD DAMN EMAILS!!! 4 EMAILS BEGGING FOR FUCKING REVIEWS!
February 19, 2019If I had rang directly to the caravan park the holiday unit would have cost us $500.00 for the whole week, instead of the $665.00 u charged us. This is outrageous. I am so very disappointed, please everyone b aware , ring directly to park and don’t b conned like we were.
February 17, 2019Customer service rep gave false information and wotif policies damaging for the brand of hotels when unexpected personal issues present themselves.
February 17, 2019I did not receive a conformation email and can’t remember the motel name so don’t know where to go. bank confirms money has gone out booking # 1320387803543
February 16, 2019I have been waiting for refunds my money for 5 months
February 15, 2019
