Date of stay: December 2019
My wife and I stayed at Yarra Valley Lodge after we received a booking as a surprise Christmas / Birthday gift from our family.
It was a pleasant stay with nice food in a great location for access to the Wineries. Sadly our opinion was tarnished after left the hotel.
On checking out (Dec 29th) I paid just over $200 cash to cover the evening meals and drinks and was told (as I expected) that no other items were outstanding.
So I was very surprised to see $443.55 charged to our creditcard once we had left the hotel. As it was just after Christmas, our credit card was almost maxed out until the $443 charge took us over our credit limit and resulted in a $40 ‘Exceeded credit limit’ fee.
We hadn’t even spent $443 on meals or drinks, so initially I had to ask our family whether the room was paid for in full before we went. It was embarrassing that we ended up discussing the costs and payments of what was supposed to be a surprise gift.
I called the hotel (5th Jan) and they immediately acknowledged the error (no explanation or apology) and said that it would take a week for the refund due to a ‘new payments system’
On the 10th Jan we received an email from a Night Manager that had an invoice (again no explanation or apology). The invoice had 2 lines with a Mastercard credit card number that did not belong to us or anyone in our family!
At this point my wife rang the hotel to demand a full explanation as we still did not know why we were charged in the first place, received no apology and just received an invoice with an unknown creditcard number, yet there was still no refund showing on our own card. The person she spoke to was rude and refused to help as it was down to a another staff member.
Eventually after being given a tutorial in customer service by my wife, the lady apologised and promised that the refund was going to the correct card. The refund of $443.55 was finally showing on our card on the 14th Jan.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Yarravalleylodge, Manager at Yarra Valley Lodge
Responded 31 Jan 2020
Hi michaelcF1000NL, Thank you for taking the time to review your experience with us. My sincerest apologies for the mischarge of your credit card for the accommodation component of your stay. The mystery credit card number you can see on the invoice is the virtual credit card number that should have been charged in the first place for your accommodation as you booked through an agent that uses virtual credit cards to pay the accommodation. Normally you would not see this. The invoice that I sent you was correct at time of refund as it normally takes upto 72 business hours for a refund to land in customers accounts. My apologies for not explaining this in depth. Kind Regards, Vince Night Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC