I booked this hostel in February 2011 for 4 nights commencing the 7th October for three people. One of the reasons I booked was the flexibility of the cancellation policy which was "one night’s accommodation if cancelled within 48 hours of arrival or no show" This policy was on their website (bookings), their brochure and also on my booking voucher. Due to a change of plans I notified them on the 3rd September (over a months notice) that we would not be able to stay. They confirmed this on the same day only to follow up with a separate e mail saying that due to the Rugby World Cup their policy was to charge 1 night accommodation. Nowhere is this displayed and I was not advised. Their excuse was that they had turned people away and could have charged double the price. They ignored the fact that if this was the case due to the shortage of rooms during that period they would actually benefit from re-letting the room! They then processed a credit card payment without my authorisation for one night ($87 NZ) and have ignored my e mails demanding an immediate refund. I am now forced to ask my credit card company to deal with this as an unauthorised transaction/dispute.
The Manager has obviously decided to make up his own booking rules "ad hoc" irrespective of normal business and legal procedures. If their approach to running the accommodation is the same as their business dealings I am glad we are not staying.......beware!!!
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