Lovely hotel, terrible customer service
Booked using the "Book Now, Pay Later" option with the knowledge that the full payment would be needed by the end of the stay.
As this was near the end of our trip, we were starting to budget our trip, so I emailed the hotel asking about the hold for the room and if a deposit was needed (since it was a book now, pay later) to ensure we had enough money in our account. I received an email detailing that only a $50 deposit was needed for the hold on the room, nothing else (even confirmed this). 1 day prior to checking in, I checked my bank account and noticed that about AU$350 had been taken out of my account without any notice. Once again, I emailed asking why money had been taken out without any authorisation or notification (at least!). I was told that the money was the $50 deposit + avg 1 nights' stay and that this $50 would not be taken upon check in. Although this was completely against what the previous email had said, I went along with it.
When we turned up to check in, we were told that the full amount for the stay was needed + the $50 hold and that the money that was taken out the night before was to ensure that we turned up and would be returned later (which meant we would be even MORE out of pocket). Unfortunately for us, we were left looking like a fool since we didn't have the full amount at that point of time. He also refused to look at the email correspondence detailing that it was just the hold that would be charged upon check out. Very disappointing experience