I booked the room through Booking.com and they price match any lower rate, which I found on the Crest Quality Suites website. The amount had already been processed by the hotel and Booking.com assured us that it would be refunded when we arrived to check in. This was not to be as we were told by the lady on the front desk that she had never had to do this before and it had already been processed, she would leave it for the manager who was due in the next morning.
When I asked about the refund with the manager I was basically told it had gone through and Booking.com had taken their commission and they would have to let me know when they contacted Booking.com . Well a week and half later I hadn't heard anything from Crest so I contacted Booking.com and they said they would follow it up and let me know, which they did. Booking.com were very helpful and apologetic.
I received an email from the Crest Quality Suites today, with no explanation, actually no communication at all just an attached Invoice showing that they had refunded the $15 (yes, tiny amount) back to my card!!!
I will say the room was lovely, except for the dirty towel hanging behind the door in the bathroom from previous occupants I presume, but as far as customer service skills the Crest is definitely lacking in them or are not willing to use them.
May be I should have asked to be reimbursed for the phone calls that I made to 2 people in the early hours of Sunday morning, when we all had to evacuate at 2am because of a fault in the fire alarm system. I think we all waited outside for a good 20 minutes before I made calls to 2 emergency contact numbers that were on the fire alarm system and then the fire department arrived with a not too happy manager.
An apology the next morning when checking out would have been nice, but obviously that was hoping for a bit much!
I definitely wouldn't stay there again, location was good but everything seemed like it was a bit too much trouble.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
3 August 2011
Dear (name removed for privacy),
A formal letter of response was issued yesterday 28th July and posted to you on letterhead. The statement emailed on the 29th was merely for your records. My understanding from booking.com was that they had contacted you to advise that a refund of $15 being the difference in the rate would be forthcoming based on the email I received this week instructing us to action it. So I was of the impression that you were aware you were getting the refund.
As we had advised you on your departure we would arrange the refund once we had clarified the booking conditions with Booking.com. Unfortunately they have taken their time in responding, even after prompting from us. As you chose to book thru a third party we have to liaise thru that third party and do not have any influence on how they conduct their business.
Booking.com are a new online distribution system to our company and yours is the first query of this nature, thus the situation as per their contract had to be clarified first before a refund can be made from our trust account. At the time of your booking your rate was the best available rate, we alter our rates often thru out the day.
The day of your departure was my first day back from holidays and I was not familiar with your query on your departure as I explained. Thus needed to have a handover with the staff involved and also booking.com. A query via email was sent to them that day from myself, but they only responded this week after I also had to re-contact them.
Whilst fire alarms at inconvenient hours are disturbing, the fire safety system is in place for your own personal safety and that of the other guests staying. The system did detect a fault and operated itself in accordance with the requirements of such a fault. The Fire department attended and handled the fault and repairs have now been undertaken. Upon my personal arrival, albeit jetlagged and also startled at an early hour, I did apologise to the guests in the foyer at that time, and did make mention of it to the departures the following morning, including yourself prior to you querying the pending refund with me.
Your email below is the first I am aware of any cleaning issues with your stay, did you advise the Reception staff whilst you were staying of that matter? We are firm believers in a problem shared is a problem solved.
Lisa it is disappointing to hear that you did not enjoy your stay as the property is one of the newest and most strategically located apartment hotels in the state. Should you choose to visit Mandurah once again we would be happy to look after your future accommodation requirements in one of our many marina apartments.
I trust that this clarifies the situation for you.
Kind regards,
Craig Green
Managing Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC