I booked a room here back in may for a wedding in August. When I called a few days before the wedding to confirm my reservation as I always do - they told me I had no reservation. I said I'd booked months ago and was told - 'sorry, you don't have a reservation here'.
Fortunately the hotel next door had some rooms, so I booked there last minute and thought no more of it. When I got home on the Monday, I noticed my cerdit card had been charged by the Auberge Montebello for $300 - I called immediately and challenged this. I was told that no - it was not possible as I had no reservation with them and they did not have my credit card details on file. They said I should call my bank. Which of course I did.
A few days later I received a call from the Auberge to say I had been charged as a no show for two nights. I explained that I had called to confirm, was told I had no reservation and then was told again I had no reservation, even after the charge had been made. So how was this possible.
A few days later I noticed I had been refunded only one night. I called hotel and they said that was the best they could do and that it was partly my fault? The manager then lied and said he was the only man who answered the phone when I told him it was a guy I was speaking to. He later conceded that sometimes the maintenance guy answered the phone. I explained that obviously his maintenance guy has made the mistake then when I called to confirm my reservation first time around and that perhaps the maintenance guy shouldn't be taking calls about reservations and yet he still argued and claimed that he would not refund my credit card as it was my fault somehow? He then lied again and said he called my cell multiple times on the Friday and left many messages. I have checked my cell record and voicemail and this is simply not true.
I am still shocked that he has had the nerve to do this and all I can hope is that people read this and avoid this place at all costs - as this is a ridiculous view to take in the hospitality business and is no way to treat customers. The Auberge Montebello has a lot to learn about customer service and I will not be letting this one drop!
Please do not stay here. As it stands I've been charged $150 for a room, I didn't stay in, because they have a maintenace man answering the phone regarding reservations....
And the manager had the cheek to tell me it's my fault?
- Official Description (provided by the hotel):
- Enter the old world charm of the Auberge Montebello, an elegant Victorian mansion whose inner doors open into a modern extension, complete with exercise room, rooftop sauna, garden, swimming pool, and full service spa. Welcome to the Auberge Montebello, a hotel with a difference. The Auberge Montebello is the ideal getaway. For those special “spoil me” occasions. For the business “road warrior” at the end of a busy day or for that important meeting with business colleagues. For travelers who prefer a more relaxed pace. Our doors are open to you. Once you enter the Auberge Montebello you will discover our unique approach to personal service. You will find fine dining in our elegant and licensed Dining Room. ... more less
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