Despite booking in advance and calling the hotel on a number of occasions leading up to our stay the check in desk was confused that we wanted two rooms on the same floor. When we finally got in our rooms both were very tired and although we received a 'free upgrade' our room was very small & shabby, I cannot imagine what the room would have been like had we not received an upgrade! We asked for a better room & was told we would have to wait in reception for 2 hours. Also I made enquiries about having a car meet us at the airport but the concierge never emailed me or contacted me with a price so I later rang and spoke with a manager to ensure NOTHING was arranged and guess what they had a car waiting for us at the airport!. The only concierge who knew his stuff was Scott, the others recommended very poor restaurants. After we departed the hotel charged us for both rooms even though they were prepaid. The manager called me to apologise but clearly was not interested in our other complaints. We then received a partial refund and despite his promise he never did email me his contact details. Thankfully Airmiles fought for us and we received all but $4 of our money back. In all we found the rooms shabby & the much of the staff incompetent & on occasions rude.
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