If you get room 24.... you have been ripped
I had booked for this resort from 02 Oct till 07 Oct 2012 based on the reviews i saw at trip advisor and the web site of the apartments.before making the booking I gave an email seeking confirmation regarding rooms being sea facing and with balcony and was confirmed the same but it was far from the truth.
On our arrival at cairns we followed the same check in procedure as explained in our booking letter.and that was no issue . But there in the problems started
The letter said your parking is the same as your apartment number.when I went to park I found my parking was already occupied.so now what do you do.....you park in someone else's space go to your room and ask the caretakers ..for a spot.....one of the dis advantages of self check in.self check in is good if things are checked in advance and in place.this was after I had sent a mail a day before to reconfirmed my bookings....and also telling an approx time of us arriving in the evening......the point is if you say free parking and you say that the park in the bay as your room number...then I guess it must be ensured that the services as written must be in place....however I can take this to be a minor incident and true to the way the apartments are done up ....you cannot entirely blame it on the care takers......
But where I say the unprofessionalism and false information comes in was when we came to our room.the hotel web site, trip advisor web site says....sea facing apartments with balcony...
"Panoramic Ocean Views
Spacious, private balcony
Outdoor setting for balcony dining"
These are the exact wordings from the web site
But when we got to our room...the balcony was one small feet of extension...see attached photograph. Now I had read trip advisor reviews earlier in one of which the caretakers had mentioned....that if you are in satisfied please call us and we will show you a better one.....so that is what I did exactly...picked up the phone and spoke to Anne
When I told her about the balcony...she said unfortunately that's apartment is like that...after a bit more of discussion she said she could get me to another room the next day....I said ok let me discuss it with my wife.....
Now comes my second point
There was no air conditioning in the master bedroom....
"Designer Master Bedroom
Split system air conditioning"
These are the original web site wordings only
Now in the master bedroom there was no air conditioning....the logic given that a single air conditioner in the living room will some how cool the master bedroom...just keep the doors open
Well if this was some other down trodden low budget hotel...I could have accepted it..but it was number 3 on trip advisor list and the web site boasts of facilities as I have mentioned.....I had booked the apartment based on the wordings and pictures and too an extent reviews on trip advisor....but the services provided..were not as those mentioned on the web sites.
Our booking confirmation said "........large ocean view apartment with large balcony" exact wordings from booking confirmation letter.so please photograph attached to decide if that's what is called a large balcony.
Ok now the third bit...10 minutes after we had rung up Anne . We get a knock on the door....and this gentleman standing there tells us ....well listen this is the only room I got and I can't move you to the other room as promised as we got other bookings.when I told him that this room was not as per what the web site promised.he said well this is the only room ....people have been staying here earlier...and that's how it's gonna be. A total ...to hell with you attitude...I couldn't care less.... When I told him about the air conditioning...he said well that's how this apartment has been...
Well really put me off was the attitude...it looked that by giving us a room...he had done a big favour for to us....after a few minutes of discussion he said well if you want you can leave and I'll give you a full refund. And I will also grant it that he said i ll give you a dollar 30 discount for the room.
Now my point is that I was not there trying to get a discount and neither was I looking for cheap accomodation. I had planned my trip well in advance did all the bookings and the planning...confirmed and recon firmed ...then I should have been provided the services as mentioned on the web site.if a particular service was not available it should have been told to us at the time of the booking or the web site should amend its wording that not all rooms have a balcony. Give us the correct information.
I had made my booking thinking all rooms have large balcony s and the master bedroom has an air conditioner. And this was what was mentioned on he review.
Well if you see the photographs attached this was not the case.well I don't care if I was offered a free refund.....it was school holidays...where n the world would I have got a similar type of ocean facing room with balcony at the last moment and that's what is unfair and unprofessional. By giving me a full refund did not solve my problem. In any case the attitude and the appalling behaviour still convinced me that staying here was not an option even at 30 dollar discount. We decided to move out immediately...and take our chances on the street of cairns hoping we would find better attitude.
This review is absolutely correct and I am happy to reply to any of the comments which I have put up on top.because I am sure this is how it happened.if the caretaker has any issue....lets see them following this up. but i doubt it that they can.....
Well the apartment which I was allotted was number 24...
So people beware ....they will not tell you in advance which room you are getting and if you get number 24 you get ripped for your money..
This was not the cairns vacation start I was looking for...and this apartment does not deserve to be number 3/4 on trip advisor...I wish i could give this one a zero
- Official Description (provided by the hotel):
- A Cairns Aquarius holiday apartment is the perfect holiday destinaton choice for your stay in tropical Cairns, Far North Queensland. Enjoy the accommodation convenience of a fully furnished, self-contained, waterfront holiday apartment in the heart of Cairns city. Stroll along the Cairns Esplanade, recline on a sun lounge by the pool or experience the breathtaking ocean views from your private balcony in Tropical Far North Queensland. All premium apartments have been fully refurbished. Book direct with Cairns Aqarius through our Web Site or call us. Troy and Elisabeth. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Booking.com, Priceline, Agoda, Odigeo, TripOnline SA, Traveltool, S.L.U., Evoline ltd, Cancelon and HotelQuickly so you can book your Cairns Aquarius reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Aquarius Hotel Cairns