Queenstown Motel Apartments Queenstown-Lakes
Complaint #: 72
Motel Rip-Off and denial of refund 
Hi Team,
I recently had a terrible customer experience with Queenstown Motel Apartments.
Basically, I had made a booking through their website. It was a booking made 3 months in advance to get the best deal. It was a non-refundable, non-transferable booking.
I reached the hotel on the day of check in along with my wife and 4-year old. When I gave the booking reference I was informed that I had mentioned the wrong number of people in the booking and that I cannot be provided accommodation. I was shocked to hear this. Apparently, the property is not suitable for children.
I acknowledged that probably I made a mistake during booking and am ready to pay the excess occupant fare, if any. However, I was rudely denied accommodation and asked to leave and find alternatives. When asked for refund, they denied that too! A well rated hotel providing such a response was appalling to me.
They denied the accommodation although I showed up in person and denied the refund as well ($400). I had to find an alternative accommodation which cost me an additional $650. For 3 nights, that was $350/night in accommodation costs.
When I called the owner and requested to him to consider a part refund, he had no intentions to hear my case. In a day and age when 'Customer is King' and customer experience is paramount there are businesses that are purely money minded and don't have any human factor to their business.
I just hope that people travelling should be aware of such rip-offs that exist and hopefully I can get a refund.
Many Thanks,
Aravind
I recently had a terrible customer experience with Queenstown Motel Apartments.
Basically, I had made a booking through their website. It was a booking made 3 months in advance to get the best deal. It was a non-refundable, non-transferable booking.
I reached the hotel on the day of check in along with my wife and 4-year old. When I gave the booking reference I was informed that I had mentioned the wrong number of people in the booking and that I cannot be provided accommodation. I was shocked to hear this. Apparently, the property is not suitable for children.
I acknowledged that probably I made a mistake during booking and am ready to pay the excess occupant fare, if any. However, I was rudely denied accommodation and asked to leave and find alternatives. When asked for refund, they denied that too! A well rated hotel providing such a response was appalling to me.
They denied the accommodation although I showed up in person and denied the refund as well ($400). I had to find an alternative accommodation which cost me an additional $650. For 3 nights, that was $350/night in accommodation costs.
When I called the owner and requested to him to consider a part refund, he had no intentions to hear my case. In a day and age when 'Customer is King' and customer experience is paramount there are businesses that are purely money minded and don't have any human factor to their business.
I just hope that people travelling should be aware of such rip-offs that exist and hopefully I can get a refund.
Many Thanks,
Aravind
Comments & responses (1)
Dude, their website clearly states this under their terms.
"Please note our property is not suitable for children"
When you make a booking its subject to their terms. They also clearly state that they do not refund. Its all spelled out. You cannot "pay the excess" for them to allow your child to stay. The reasons for not allowing kids could be unfenced swimming pool or busy road/driveway or some other reason that could be dangerous to your kid.
I understand your frustration of losing money and having to look for another accommodation place. But you messed up so you have to wear it and only have yourself to blame.
Also, 'Customer is NOT always King'. Some customers can be very unreasonable. When they cancelled your room at the last minute, they effectively lost the ability to rent that room out. Hence why the NO REFUND policy. Put yourself in their shoes.
I managed a motel for 15 years so I know this business. I also have traveled as a customer quite a lot so have the perspective of a consumer as well. In future please read all the terms and be upfront with your booking details. Especially with the number of guests. The "children" issue matters a lot when travelling overseas as well so be careful with that.
"Please note our property is not suitable for children"
When you make a booking its subject to their terms. They also clearly state that they do not refund. Its all spelled out. You cannot "pay the excess" for them to allow your child to stay. The reasons for not allowing kids could be unfenced swimming pool or busy road/driveway or some other reason that could be dangerous to your kid.
I understand your frustration of losing money and having to look for another accommodation place. But you messed up so you have to wear it and only have yourself to blame.
Also, 'Customer is NOT always King'. Some customers can be very unreasonable. When they cancelled your room at the last minute, they effectively lost the ability to rent that room out. Hence why the NO REFUND policy. Put yourself in their shoes.
I managed a motel for 15 years so I know this business. I also have traveled as a customer quite a lot so have the perspective of a consumer as well. In future please read all the terms and be upfront with your booking details. Especially with the number of guests. The "children" issue matters a lot when travelling overseas as well so be careful with that.
Page views:
1,042
1,042
Advertisement
