We were happy to pay an expensive fee for a room in such a great location; and with good reviews, but after getting to our room it was ridiculously loud in the room next door; whistling, yelling and slamming of doors etc. Turns out it was a school camp with around 20-25 of them in the room (not sleeping just hanging out). We didn't want to interrupt them as we understand kids will be kids, so we rang reception in search of another room and after being on hold for 10 minutes, hung up, called again, no answer and then finally were told if we wanted to move rooms we would have to move to their other hotel, and would have to pay a $50.00 fee to move into a room with no balcony, worse than the one we were in. I argued politely that we wouldn't be paying to move to a inferior room when it wasn't our fault. They told me the manager wasn't there so there was nothing they could do. I spoke with one of the adults next door and he apologised and said he was trying to keep them quiet. Completely understand his predicament, am also understanding of normal level of 20 kids but not whistling and yelling constantly for hours…they quietened down a little, the manager ended up coming and asking us if we were ok and if we wanted to move, by this stage it was late evening and we said forget it. He was trying to be helpful at this stage, but just a bit too late.
The next day we tried to check out by phone as they had informed us we could do, as you have to check in/out at their sister hotel 10 minutes away. We were then told there would be a 2% surcharge for paying by card. They didn't tell us this during check-in. The $5 extra doesn't bother me but the fact that it appeared they had done this sneakily did. Won't be staying here again. Won't be recommending it. Head managers need to look at giving staff the ability to help customers whilst a manger isn't there. Or have a manager on. Some simple business strategies missing here.
The room was nice and the location was good. Everything else sucked.