Might be a nice "place" BUT When we booked a unit here last week, the contract indicated $63.50 US to be charged to our credit card as a deposit. Instead the total amount for our stay was deduced (over $750 Canadian). I protested and the hotel told me they would immediately refund the majority of the charge to my card and I would pay the balance upon arrival. Five days later, no refund. When I sent an email demanding some action on this, the General Manager, Ms. Robyn Gollop-Knight returned a curt email saying "Thank you for your interest in Rostrevor Hotel. We have refunded the entire amount to your card including your deposit and kindly ask that you book another hotel." I guess they didn't like my insistence on their doing what they said they would do and so they cancelled my booking entirely???? NOw that's customer service!!!! Not only was there the mistake they had no intention of rectifying, but their response indicates to me, they do not value customers or even know what "customer service" really is. We have subsequently re-booked at another hotel, am still waiting for my refund from this place. Like they say about the cruise ships, everything is fine until there is a problem and then they don't want to know you. My advice, stay away from a property that thinks as little about satisfying the customer as these people obviously do......
Room Tip: Stay away from this hotel - they do not care about you, only your money!!!!!!!
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
9 December 2011
The original error was indeed ours, which we admitted and corrected right away. Most people know that credit card companies can take 2 to 3 weeks to issue credits back to customers, especially for international transactions.
What the customer forgot to mention in his email was that after four days he sent us a rude and aggressive email threatening to use TripAdvisor as a weapon to seek revenge. As the general manager of this hotel, this is precisely why I stay involved in the day to day operations. If I feel that a customer will put additional unnecessary strain on my staff and potentially ruin the vacation of my other guests, I prefer to refuse them a room rather than subject my other loyal guests and staff to an unpleasant experience. I believe this shows that for us it is not about the money, but about making sure that everyone here at Rostrevor has a great vacation. At the end, this guest followed through on his threat. As you can see, rather than leaving them blank he has given us the lowest rating on rooms, location, and cleanliness even though he admits that he never even stayed here. The vast majority of our reviews on TripAdvisor are positive and we will continue to work hard to ensure that our large number of loyal repeat customers and those that wish to give us a try have an unforgettable vacation.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
