WOTIF Disaster - GREENMOUNT BEACH RESORT Coolangatta - WOTIF.COM Horror Story

WOTIF Disaster - GREENMOUNT BEACH RESORT Coolangatta - WOTIF.COM Horror Story

Dear Archie,
I understand that you are frustrated by the length of time it has taken to receive a response regarding your complaint. Please be assured I have been following this up for you wherever possible.

I have discussed your comments with hotel management in great length and they have apologised that you did not enjoy your time at their establishment. They have checked their records and have seen that you did not make reception aware of your concerns throughout your stay. If you had brought the issues you have raised to their attention whilst you were in house, the property would have welcomed the opportunity to assist you immediately. Hotel management are dismayed to learn that other guests were causing a problem for you and your family. If you had alerted the property to this, they could have addressed this issue with the guests concerned straight away for you.

I've checked this property's information for you and have found that they are rated by AAA Tourism as a 3 Star Property. AAA Tourism is an independent organisation who manages the Australian STAR Rating Scheme. They rate accommodation establishments across Australia and Fiji. Click on the 'Star Rating' link on any of our Hotel pages to see the guidelines AAA use to rate the hotels, alternatively you can visit http://www.aaatourism.com.au/

As you utilised the accommodation that you have booked and did not make the property aware of your concerns whilst in house, your request for a full refund is not available. However, the Greenmount Beach Resort is able to offer you a one night refund due to the inconvenience caused.

We have now processed a refund of AU$130 back to the credit card used to make your booking.

This should be available in your account in 3 -- 5 working days depending on your financial institution.

Please be assured that we record all feedback for each hotel. If we were to find a recurring issue, the hotels' listing on our website would certainly be reviewed.
We really appreciate all feedback so please don't hesitate to send through your future accommodation experiences to customer service so that we may continue to provide the best service possible.
Thanks once again and we look forward to accommodating you in future.
Regards,

Brianna
Customer Relations Officer
Wotif.com - Real customer service 24 hours a day

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