We checked online for availability and arrived at their gate at 3pm, phoned the number on the gate and asked for a room. The manager said they had no vacancies and were fully booked. We parked outside, got online and their website and other sites, all showed full availability. We booked and paid online and went off for an hour to allow for processing. We returned, drove in and were met by by the manager. We said we had a reservation. She said we couldn't have. We insisted we did and offered to show her on our laptop. She continued arguing. We got our laptop and booted it up. She then went inside. she then returned and said - yes we did have a reservation. No apology just an excuse about the net. Nothing about the no vacancy untruth. The room was ok, small but clean. The view was good but no chairs to sit and enjoy it. The manager left at 6pm and we were left alone with most of the house in darkness. I have never felt so unwanted as a guest.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 June 2011
Hi Mr and Mrs Grimley. I'm so sorry that you did not have the experience at The Rocks that you had hoped for! I agree that I had declined phone reservations for the night you requested for exactly the reasons that you experienced on Monday...and I should have closed the internet reservation system as well. I didn't get your online reservation as it was made at 3pm and I was in a meeting, I'm sorry! There are chairs on both sides of the verandah for all guests to enjoy, I'm sorry you didn't see them!!
On leaving on Monday evening, I did ask if there was anything else I could get for you and you said no! I'm not sure what else I could have done!
Again, my apologies, I should have closed off all the systems for reservations as I was busy with meetings in the afternoon and early evening.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC