Guest User
September 9, 2023
We were looking to book a hotel on the northside for our wedding night. The Heritage Rooms looked amazing and we noticed a significant price difference between *********** and the Hotel website. Rates are significantly higher than 5 star city hotels and after speaking to the reservations team we booked online for the wedding night. The Heritage room is beautiful with full bath, period features, comfortable king size bed and private balcony. We ordered breakfast room service and ate on the balcony which was great but the traffic from military road is very loud in peak hour mornings and evening. Apon checking out we were told the breakfast invoice would be taken off the $100 holding deposit. We had then discovered we had been charged double the cost $88 and requested a copy of the invoice and what had happened. Our credit card was then charged again for an additional $44. We queried this and were told it was being investigated with the bank. This still hadn't been resolved a week later so we requested a refund and left a message for the GM to share our feedback. We were told via SMS that the GM would contact us as soon as possible to resolve but that has still not happened.There is clearly a problem here, perhaps the invoicing system doesn't work, perhaps the staff have not been trained correctly or what is evident is that both the hotel and leadership team literally couldn't care less how they charge clients or resolve guest feedback. Regardless it's been a terrible experience for a newlywed couple to be trying to navigate whilst on honeymoon. As a judge for the National and NSW Tourism Awards and 4-5 star accommodation categories we won't be returning or recommending this property and suggest the Cramley Group / Emerald City Hotels does a review of their operations. We tried to share this feedback privately and to resolve but given that still hasn't happened we are posting this review publicly...