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Advice - do not book through Accom Holidays on Central Coast

Broadbeach...
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Advice - do not book through Accom Holidays on Central Coast

Great spot to stay - if it was managed better...some of the apartments are managed by Accom Holidays and we arrived after a ten hour drive to a smelly room with a blower blasting...it had flooded but nothing had been done to exchange the room or let us know...we had to then go to reception and explain ...only to be told Mantra doesn't manage this apartment they had to phone Accom Holidays. They offered us a room in the back corner of the hotel so we decided to stay in the stinky, wet room with a view that we had specifically booked and assumed they would compensate us...no contact was made and when we phoned we were told someone would get back to us. We were told they 'went out of their way' to help us and we chose to stay in the room so no compensation! Pathetic! Terrible customer service...we will not be back! Such a shame it's in a lovely spot! Btw the staff in the rsl next door are extremely rude too!! Must be something in the water?

My cousins stayed in another room that actually already had a tenant - she walked in to find a man sitting on her couch!!!! Also booked through ACCOM HOLIDAYS - DEFINITELY ONLY BOOK THROUGH MANTRA DIRECT!!!!

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Broadbeach...
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1. Re: Advice - do not book through Accom Holidays on Central Coast

Sorry meant to say this is at Mantra Ettalong Beach

Sydney, Australia
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for Sydney, Family Travel
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2. Re: Advice - do not book through Accom Holidays on Central Coast

You could write a review here tripadvisor.com.au/Hotel_Review-g2023133-d30…

Melbourne, Australia
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for Sydney, Bargain Travel, Food and Travel
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3. Re: Advice - do not book through Accom Holidays on Central Coast

Sorry to hear of your experience.

Yes, many apartment styled properties have owner rented apartments that have quite literally nothing to do with the hotel management. So it's not a reflection of that Mantra property, but the handling of your stay by the owner/landlord of that specific apartment - booked through the above company. The hotel is not obliged to have to offer you anything, as it would mean they have to chase payments on your behalf.

As for the RSL, that a separate matter altogether.

Indeed it was a learning experience and your wise advice about booking directly with a property is always a good one.

Brisbane, Australia
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for Brisbane
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4. Re: Advice - do not book through Accom Holidays on Central Coast

I'm not sure what you expected them to do... you say the room was flooded, that's not the agencies fault, but you insisted in staying in that room, that's also not the agencies fault. If the resort was heavily booked how would they just find a "spare room" with an ocean view? Obviously they had a serious building problem and you were the unlucky one who had that room booked. Apart from a bit of a discount what are you after?

South Pole
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5. Re: Advice - do not book through Accom Holidays on Central Coast

"They offered us a room in the back corner of the hotel so we decided to stay in the stinky, wet room with a view that we had specifically booked and assumed they would compensate us"

this was an error in judgement.

once u accepted the room they basically completed the contract.

any compensation would be based on 'goodwill'.

seeing they would not expect any repeat business why would they bother?

Edited: 30 April 2013, 07:56
Sydney, Australia
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for Sydney, Uluru-Kata Tjuta National Park, Business Travel, New South Wales
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6. Re: Advice - do not book through Accom Holidays on Central Coast

Hi,

" DEFINITELY ONLY BOOK THROUGH MANTRA DIRECT!!!! " ... then why didn't you. ?

I know the Mantra very well & most of the apartments are owner rented apartments which are hired out through numerous websites such as Accom holidays, stayoz & wotif.

The RSL Club has absolutely nothing to do with the Mantra Ettalong Beach its just located next door.

Terrigal, Australia
3 posts
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7. Re: Advice - do not book through Accom Holidays on Central Coast

Hello and thank you to everyone for your feedback. Our Ettalong Beach office was in touch with the guest who left comments and feedback via social networking websites and asked her to discuss directly with the company in the future so that we can resolve any outstanding issues upfront.

The author and her guests were offered alternative accommodation in the complex. As the alternative room is owned by Mantra (and not privately owned by a landlord), Accom Holidays Ettalong Beach was happy to cover costs for an upgrade. The guests however decided to stay in the apartment and did not contct us during or after their stay to express their feedback. The Ettalong Beach team have long since been in touch with the author of these comments and it has since been resolved.

At Accom Holidays we pride ourselves in offering accommodation with the highest of standards, consistency and cleanliness and we are disappointed that the guest had a negative experience on this occasion.

Thank you.

Sydney, Australia
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for Sydney, Uluru-Kata Tjuta National Park, Business Travel, New South Wales
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8. Re: Advice - do not book through Accom Holidays on Central Coast

Thanks for getting back to us... it's always good to get the other side of the story !

Melbourne, Australia
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9. Re: Advice - do not book through Accom Holidays on Central Coast

Yes definitely a thank you.

For the most part, I usually take responses from agents with a healthy dose of salt. But in this particular situation, the OP's version of events seemed riddled with discrepancies, wasn't complete in details, and to top it off, they didn't come back to discuss it.

If that is any indication of the way they communicate, then the explanation above seems to just about cover it.

Terrigal, Australia
3 posts
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10. Re: Advice - do not book through Accom Holidays on Central Coast

Hi KVE, I speak on behalf of the company via Head Office so please forgive me if my response does not detail the events which occured in April. However as mentioned once we were aware of the negative comments filling up our social networking streams we contacted the guest to resolve the situation.

Thank you.

Edited: 14 November 2013, 05:21