We recently stayed at the Allender on 9 and 12 September 2010. We always stay at the Allender when we are in Brisbane which is normally two or three times a year. We used to find it a comfortable place in a good location. This time round though wasn’t as good as most past experiences. I have a particular problem though with the way I was charged for my stay.
When we arrived on 9 September we were told there was something funny about our booking but weren’t told what. Having now received my credit card statement, I think I understand what it was.
We booked two nights at AU$145 per night. So my credit card should have been debited either AU$145 twice, or AU$290 total.
Instead, my credit card was debited, presumably by mistake, for AU$1450. The difference was then refunded in two instalments two days later. I wasn't told about this.
The error has caused me significant additional expense. First, I have been charged three currency conversion fees by my credit card company on large amounts of AUD when my whole transaction was actually only AU$290.
Second, the refunded amounts have been converted at a later date at a much less favourable currency rate (compare 0.7736 to 0.8164).
Instead, once the overcharging and refunds are combined, I have been overcharged by more than AU$65.
I didn't really think I should be out of pocket as a result of the hotel's administrative error.
So I invited their constructive proposal to sort this out. I emailed them straight away on my return once I had received my credit card statement.
To my first email there was no reply. Weeks later I sent another, only to be told that the owners were away and would respond on their return. There was no reply. I tried again (3 months later) only to be told that the hotel had changed hands and no one could find the manager who had overcharged me so they just didn't know what to do.
Umm, how about either refund me the overpayment or credit me for a further stay?
So these guys just completely fail the customer service test. Completely and utterly, couldn't care less about their customers or their mistakes and have no intention of doing anything to correct them.
The hotel is also becoming quite run down. It used to be quirky, cute and boutique, but the changes of ownership are taking their toll on the place.
Extremely disappointing for what used to be a good option. As I said to the owners - no choice but to vote with my feet...
- Allender Apartments Queensland
