Saltwater Hotels & Resorts

Don’t expect compassion or understand for cancellation The Pearle Broome – I am so disappointed at the attitude of the Pearle at Cable Beach - a Saltwater property. My husband has become ill with medical advice against taking our cruise to Broome and our pre-paid 5 nights at the Pearle. This happened after the cancellation period so I asked for compassion, exercise of discretion and either a refund or allow us to transfer to 2023 and they could keep the money in the meantime - $4,000!!!. No was the answer. I asked them to rebook the Villa to someone else - it is late August so peak time and no difficulty. No was the answer - you are bound by the t&cs of the contract to take the room they said - we won’t release it for rebooking so you can recoup at least something. This is appalling corporate behavior and absolute rubbish. And yes there is insurance but I don’t really want the money - I just want to postpone the booking. Bad consumer relations. Quite devastating.

Don’t Give Covid Deposit Refunds Back – Booked a week at Mt Hotham, I cancelled due to not being able to stay with others outside of my family household (imposed by Vic restrictions). Asked for my deposit back and they refused as I could “still travel to Mt Hotham”. I can still travel yes but I can’t stay as planned due to Covid. Therefore my trip is affected by Covid and I should get my money back. But no. So their “Covid Refund Policy” is a load. Also I never had anyone contact me before my trip and cancellation to ask if we were from the one family household which makes me feel they would of let us stay anyway if we arrived! Dodgy as!! Don’t book with them during these uncertain times!!!!

Blatant lies around their COVID refund policy – Would not recommend. Prior to booking with Mt Hotham accomodation, we phoned them to ensure that refunds would be possible should covid travel restrictions affect our trip, which we were ensured would be fine. Covid did prevent us from travelling to Victoria and Mt Hotham accommodation refused to refund us.

Unprofessional and unethical practices – Reservation No: 2202478755 Date of stay: 12/02/2021 until 14/02/2021 There should be 0 star or even negative star for such places. For those who don't want to read the review, this hotel is simply "greedy, and has unethical practices". I'll be reaching out to consumer affairs / ACCC to make sure this is investigated and the hotel is issued heavy fines. Because, I am sure this must have happened with almost everyone who booked on these dates, so it is not only me; but many others.

We booked at the hotel in December to travel on the 12/02/2021 and spend the weekend. The booking was non-refundable, which we understand and we were ok with as we had no plans to cancel.

On 12/02/2021, while we were on our way to the hotel, the VIC (Australia) government announced stage 4 lockdow. This meant that the hotel has to advice all those who booked that they cannot come anymore. We got a call from the hotel telling us that they will not allow check in anymore due to this announcement, so we should not come. We asked about the cancellation, and the lady told us that she works at the restaurant and she only has name and number printed on paper so she cannot help. She is giving only this information to guests and asked us to contact reservation.

Due to lot of call volumes, it took us more than 30 minutes to get hold of the reservation, but they said that our booking is through booking.com, so we should speak to them. We then called booking.com and again due to lot of call volume, it took another 30-40 minutes of wait. Booking.com were very cooperative and said they do understand and they'll refund it. However, in this case the hotel needs to approve as the money has already been paid to hotel, and only then booking.com can refund. Booking.com said they'll get back to us after speaking to property. After 10-15 minutes, we received a call from the hotel (from some one called [Name Removed]), who said they will not refund the money. I have only two options. 1. Don't do anything and lose money 2. Tell her new dates right away (otherwise, we'll lose money). She also said if new date rates are higher, then we'll also be required to pay the difference.

She clearly said the money cannot be given back. We told them 1. We are not cancelling, rather hotel is cancelling so we should be given an option of refund as well. 2. How can they expect us on that phone call to decide again as when we would like to come.

Anyhow, we had to give her a random date as we couldn't afford losing $500+.

We called back booking.com to explain the situation, and they were surprised, they put us on hold and called hotel directly to speak. We were on hold for a good 30 minutes (so I am assuming they may have been negotiating with hotel all this time). After 30 minutes, the booking.com said the same thing that they did their best to convince the hotel that we should be given an option of refund, however, the hotel remained rigid that they will not refund. The only option is to reschedule with a condition that we'll have to pay the difference if the rate on new date is higher.

I find it shameful, unprofessional, and unethical that they kind of made us change date on that short phone call with threats that we'll lose the money if we don't do it now (on the call). We felt their hostages in this situation and had no choice but to give them a new date of stay. This hotel has no regard for guests and are kind of nurturing on the stress and difficult situation of the guests.

I'll be taking it up with ACCC/consumer affairs, and also posting it on other sites so everyone is aware that if such a situation arise where even the hotel has to cancel their booking, the hotel will happily take advantage of their situation.