Glenferrie Lodge Hotel, Sydney, Australia Complaint - Hotel Misuses Mastercard Facility
SYDNEY -- We booked this hotel from a random advert at Sydney airport hotel assistance kiosk, having inquired availability for 3 nights. We proffered our British-based Mastercard as is normal. Without making clear their intention, the hotel instantly debited our card for a three day stay. We asked them to credit that charge when we arrived at the hotel and to bill us at the end of our stay (which might have been any number of nights, if we enjoyed the place). They refused to credit the card, saying that their Mastercard point-of-sale machine only permitted them to credit up to $50 at a time!
We left after one night, having been charged for three, as the hotel fell far below our expectations.
They volunteered to refund us by cheque, which they told us satisfied all their other erroneously-billed clients. Those cheques were issued once a week and they could not issue one to us there and then. I'm sure this is not Mastercard protocol, but don't know how to enlist their help.
12 days have passed and no refund cheque has arrived by post, although when contacted, they insist that they have posted one.
The hotel is much less than it appears on their advert, and it surely must be a deliberate omission not to make it clear they have shared bathrooms and no air-con., since many non-backpacker travellers would not book it unseen, in this day and age, if this were made clear.
Learn from us and Give it a miss!!