The room was not available at check in time. Mark was very apologetic.
We had an event that we had travelled interstate for so we agreed that when the room was ready a key would be left out in a lock box for us, our luggage would be left in the room for our return & if there were any issues to call a 24/7 phone line.
We came back in the early hours of the morning to find a group of girls were locked out of their room and the 24/7 phone line was going straight to voicemail.
We then retrieved our keys from the lock box and tried to get into our room, however our key was also not working & we could not access our room either. We all called the 24/7 phone line many times and it went straight to voicemail each time, we also emailed. We then had to find another hotel to stay in at 1:30am and pay more for that room than our original booking.
We came back the next morning to find that our luggage had not even been put into the room as discussed and it was still in the luggage storage room. So if we had of got in the room we wouldn’t have had access to our luggage as arranged. It left us wondering if there ever was a room available for us.
One can only hope that this experience is completely out of the ordinary, however it is concerning considering that we were one of two groups that were locked out of their rooms.
Mark was very polite, apologetic and helpful in processing a refund.
However being locked out of our room and left to fend for ourselves in the early hours of the morning was a terrible experience and we will not be returning.