2/10
Booked three separate rooms for my family (three couples). Two days before arrival, my brother broke his ribs so had to cancel. He was unfortunately just past the free cancellation period so was charged for the stay. The same was the case for myself and my parents in the other two rooms. Myself and my partner decided that we would still go ahead but now needed to source a pet minder. We noticed that Mulranny had a pet friendly apartment so I rang up to see whether we could change to the apartment instead. Given that we had to pay for two rooms that were no longer going to be occupied and were ultimately resold by the hotel, we figured basic customer service would hopefully mean they could allocate us the apartment in lieu of the three rooms they would be getting back. However, this was not the case and was instead met with “computer says no” attitude and no regard for our circumstances.
This lack of customer service continued from the moment we checked in to the hotel. All of the staff seem to either relatively new and inexperienced or just incompetent. The bar staff took forever to get drinks and were unable to manage the drink demand of a relatively small queue.
We ordered food outside and were waiting for 30 mins before deciding to move inside as the wind was crazy. 20 mins later the food arrived out and we could see the waiter go outside with the food. We signalled to her that we had moved and then she came over and gave out for not telling her that we moved…
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