When a customer has booked through Wotif and wants to cancel during their stay, we need to speak to Wotif before responding to the customer. It was unfortunate that the customer spoke to me as I was mowing the lawn and he misunderstood what I said,i.e .. I would check on the cancellation policy and let him know. He seemed happy with that and I was surprised to find he had booked into a city hotel before I had a chance to check our cancellation policy with Wotif and speak to him again.(only an hour later) He did not offer a pressing reason for cancelling. I accept that I should have had better knowledge of our Wotif policy which is now clear for both the customer and for me. When I explained we had a no cancellation policy after date of arrival he seemed to accept that as fair. I learnt a valuable lesson in customer service, the need to have a good chat to the cutomer in this situation before they leave.

Our accommodation offers a variety of rooms, this guest stayed in a Queen room which is a good value option that with everything else our Lodge offers (lounges, billiard room, spa room, dining room etc ) meets the 4 star rating. For a little extra we have larger rooms.