My family booked accommodation here on Saturday 2pm, 7 Jan. Sunday 8 Jan 10am, I phoned back to cancel as we no longer required. We dealt with a lady named 'Elsie Gould' Extremely rude, and advised us we had to pay full accommodation as cancellation needed to be made with 24 hrs? Well, clearly I phoned back within 24 hrs, ( in fact 21 hrs), so I was within the 24 hr window. She was extremely rude, advising, that if it was up to her, she would charge us still $50? Very very rude. This is an ongoing issue, that I have sent several emails to this lodge, and no one has bothered to respond or apologise. My complaint is on a customer services point of view. This lady clearly does not know how to tell the time, nor is upskilled when it comes to online booking. She is very rude. Please be aware when booking accommodation with this lodge and keep track of all your transactions and phone records, as they will try and charge you anything just to recover the cancellation. Even, when you are within your rights. Be aware, they will try and rip you off. The room was onsold, and my credit was not charged, but that was because I was very vigilent. Try other lodges/motel further up Commerce Street. Im still waiting for a apology.