I checked out on the 2nd of January .I personally checked out at the reception and was told no extra charges but after about 5hours I checked out the hotel had charged my credit card 100 NZD.I sent the hotel few emails I just got one autoreply which said they will respond on the 3rd of January but the email reply was on the 6th January. up to now no response from the hotel as to why they charged me the extra 100 NZD.
Great to have had you stopping over with us and thanks for reaching out. I'm so sorry that we'd not seen your query until now but I'm thrilled that the team have managed to get to your email and respond accordingly.
I'm sure they've reassured you that the amount is simply the credit card pre-authorisation and that this will release automatically once processed through the banks.
We'd love to welcome you again!
Ngā mihi nui | Warm regards
Guest Relations Manager
Novotel Auckland Airport
it's great for them to reply you immediately they have improved ,but they did not reply my emails ,only automated reply.
They replied immediately after I posted on tripadvisor.
I received a reply from the hotel as soon as I posted this on the TripAdvisor.
Thanks to TripAdvisor
I had the same problem but they promptly replied to my e-mail and the deposit was refunded.
I agree with the suggestion. Alternatively call the hotel directly.
I can only think it was a mistake. It certainly didn't happen to me and they were really good to deal with. Perhaps email them again and mention the hotel by name in case the emails go to a central point. Otherwise I would email the head office. Hope you get some satisfaction.
Get an answer from Novotel Auckland Airport staff and past guests.