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MoniqueWu Send email
Feb 27, 2012

Insecurely providing guest credit card details to third party

  An awful experience at Elphin Villas in Launceston. I've made a booking via BOOKING.COM of 2 bedroom studio for 4 person with confirmation that confirmed the rate at $150 however we were told $150 is for 2 person to stay in a 2 bedroom studio so $60 more has to be charged for extra 2 person upon check in. I then contacted BOOKING.COM and they said its kind of misunderstanding in which they will deal with the hotel to remain unchanged the rate. However the Receptionist Cathy couldn't be more than rude. She had never listened to the guest and kept saying that we are CHEATING in which she noticed that I did require for 4 person stay in the booking. I had never tried to cheat that we are 2. So I requested to see the manager Tania Seward for help and let her to talk to the agent but she ignored. As a hotel manager she had never tried to listen and help the guest but put all the responsibility on the guest's side even she noted our confirmation showed $150 but still insisted to charge us $210. I expressed I felt upset that her staff Cathy was terribly rude to said we were CHEATING, but she agreed and used her finger to point at the guest when we were making complaints.  It's unbelievable as a hotel manager could be such ridiculous and even couldn't handle such a minor case. Since we felt like being set so we decided to cancel the book then I called the agent to cancel the booking without any pentalty. However, Tania said we could do whatever we like but she will still charge our credit as late cancellation fee. I explained that it's not we intended to give up the accommodation but the problem was the rate showed difference in which was not our fault. 

Since she insisted charging us instead of letting us cancel the booking, we took a look of the room. ********The interior badly need renovation. Its very old and the beddings are dirty. The lightings also inadequate. Quite bad impression generally. *******We decided not to take the room due the the awful conditions and asked the hotel not to steal money from us but Tania horribly replied that it's not her money and she doesn't care. We then contacted BOOKING.COM again for help, the Senior Customer Care Excutive was surprisingly encourged tge hotel to CHARGE us even we were unhappy to the room rate difference, bad conditions of room & awful service of the hotel !!! Since we felt helpless and wanted to call police. The awful manager Tania said she was happy to call the police for us but the police won't involve and no one could help us. After wasting 4 hours time there we left and my credit card was charged $210 right after. It's irridicuous to be charged for 4 person as it should only be charged the basic room charge for late cancellation or no show. We found that we were over charged then we called the hotel receptionist Cathy who stated that she didn't know anything and couldn't contact with the manager Tania then ignored the overcharge issue. I then called Tania on the next day regarding the over charge however she replied that she didnt understand what I meant and hung me up again. I felt so disappointed with this awful experience at Elphin Villas in Launceston.

We found NORTH LODGE with nearly a half price to stay in a penthouse. The hotel manager Renee  was so kind and helpful. She welcomed us and started conversation with us. After she found that we've got such a terrible day she then free upgraded  us to a penthouse with spa in the room as she also disagreed the attitude and the bad handling of Tania in which she would like to try her best to give us a pleasant stay and forget the bad impression about Launceston. I very much appreciated  Renee as she has the right attitude to work in the hospitality industry.

I'm working for Hilton Hotel & I have never seen a hotel manager could be that horribly rude & a hotel could over charged the guest and stated that it's according to the owner's instruction !! Moreover BOOKING.COM provided guest credit card details to the hotel and allow them to charge the guest without any responsibility ?!?!? It's awful & ridiculous  !!  How could a hotel manager & customer excutive to do such awful thing to ruin a happy vacation of the tourist?! 

Anyway, trust me, don't stay at ELPHIN VILLAS and never make booking with BOOKING.COM. Its not worth the money. There are numerous motels along elphin road and we paid cheaper price finally but stayed happily at another motel with a magnificent view from the balcony. Don't risk spoiling your holiday like we did. 
Booking.com_CR Send email
Feb 27, 2012

Insecurely providing guest credit card details to third party

Dear Miss Wu, I am emailing you from the Customer Relations Department at in regards to your reservation at the Elphin Villas. Please accept our sincere apologies for the dissatisfaction you have experienced while using our services. I understand and recognize that this situation has caused you complete dissatisfaction. For this reason your case will now be addressed by our department. For your privacy, I will be emailing you using the email address you provided when making your reservation. Again, I would like to apologize for the inconvenience this situation has caused your vacation plans. Sincerely, Customer Relations Department ~

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