20.01.2017 Raponsje, Ommen, The Netherlands
They hadn't got the room we booked. My husband and I are on a honeymoon traveling around australia. We were planning to stay a night in Robe. We checked TripAdvisor and we saw they offered a nice pric... more
They hadn't got the room we booked. My husband and I are on a honeymoon traveling around australia. We were planning to stay a night in Robe. We checked TripAdvisor and we saw they offered a nice price for a room, but for some extra dollars they had a room whit jetted tub available. We decided to go for the room whit the jetted tub. When we arrived we got the key and the manager didn't mention anything. When we were in the room we discovered there was no jetted tub. We went back to the manager and he told us he was overbooked. He didn't offer us anything to make up the mistake, he pointed to the website and mentioned we should contact them. Then we checked their own website and even on their own website they said the only had a room whit a jetted tub left, which was still available to book. We decided not to go back to the manager, because it was clear we weren't getting the room whit the jetted tub and probably we would get only a fight out of it. But we decided we won't leave it unmentioned so here is our review on TripAdvisor! less
BWRMM, Manager at BEST WESTERN Melaleuca Motel & Apartments, responded to this review
first of all your room situation was explained at check in, that somehow your room was available on line, but in fact it was booked. This is a computer or channel manager issue via expedia, there system had not updated our information. I offered an upgrade to a two bedroom apartment which are bigger rooms or a refund,since the room whit the jetted spa was not available.
I do apologies that you did not get the room you asked for, but it was out of our hands as mentioned it was a computer issue, at which I have contacted to resolve. I am sorry that it was disappointing for yourself but you were offered a refund and we did give you another room.