Booked here for the night of the Rolling Stones Concert, that was unfortunately cancelled. I called the hotel to cancel my reservation 6 days prior to the arrival date, my cancellation was accepted but with a 10% cancellation which I grudgingly accepted, given the circumstances.
I was told that my credit card would be refunded with the difference. On receiving my statement I had been charged the full amount even though I gave 6 days notice. After calling the hotel I was asked to send an email, which I subsequently did, only to be told that because my original booking was made via Expedia, then I should have cancelled via them. There was no mention of this in my first telephone call to the hotel. I asked to speak to the Manager, but he was apparently overseas and there was no one else to pass on my complaint to. Another email from the hotel said they only accept telephone cancellations from people who have booked directly with the hotel and they was no recollection from anyone at the hotel that I had even phoned to cancel. Very disappointed with the lack of customer service and I only wish I had checked Tripadvisor before booking at this hotel.
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- Also Known As:
- Airport Gateway Mangere
- Hotel Airport Gateway
- Airport Gateway Hotel Auckland, New Zealand