Craig
Thank you for your feedback. I have investigated the matter. The booking was made as run of the house rooms which is the CHEAPEST package we have and only run on few days this month to fill up a few gaps we have so we can still operate at 85% occupancy. Any property that runs these packages will place you on the lowest priced apartments / rooms and have the high price paying clients in good apartments / rooms. In this instance you were upgraded from a standard to a deluxe apartment. So this is a bonus for you as you are only PAYING $99 for a inner city apartment usually sold at in excess of $175. We are Definitely NOT the HILTON or Sheraton but we provide clean comfortable accommodation that is Great Value for money and has a lot of Decent Travellers using our service and appreciated.
As a property we listed a fully self contained 1 bedroom apartment at $99 where we get approx $85 to us. To maintain this room including cleaning, linen hire, tea/ coffee making facilities, electricity, water and toiletries including shampoo, conditioner, bath gel, shaving cream it costs the property in excess of $80.
At no stage your secretary has requested a quiet apartment away from the lift. Yes you arrived at the property asking for a apartment away from the lift area and we had no standard or deluxe apartments available. We had only this apartment to check in. Regular clients and guests paying higher rates are given the best apartments in the property and the guests on lowest rates are given the left over apartments which are still the same standard on the road side. You have also been upgraded to a deluxe apartment with granite top kitchen.
At no stage you have mentioned about the standard of accommodation during your stay to the night staff. This is an exaggeration as you didn’t get what you wanted. We maintain a high standard accommodation and this is why the property runs in excess of 85% occupancy. Two different Night Managers worked during these nights and they both spoke to you, One Manager advised you on the first night after consulting with me that no accommodation is available for that night as we are sold out on both standard and deluxe apartments. Second night you waited til night to ask for a room move was told that if you want to move you must pay a cleaning fee as we did not believe that you claim for noise is untrue. Both of these Managers have advised me that then went to the apartment below you and there is no lift or next door noise. I am quiet surprised as the next door property is not a high rise building and the noise to carry to floor 6 where you were accommodated in, when we cannot hear any noise from the top car park. Usually with noise issues we call the Police to deal with this. In this instance our night staff were unable to do so as there was no such NOISE as you claimed to have.
Unfortunately Sir we are not going to place you in a platinum 2 bedroom apartment, That was the only apartment for sale. This it’s usually sold at $235 per night and NOT at $99.
Also your continues harassment on night staff is not appreciated and we do not wish to see this happening to our staff in the future. So I suggest you find alternative accommodation in the future.
Thank you for your Feedback
Management