It was a horrible stay in this hotel.
We travelled to Melbourne as a family vacation at the end of Dec. 2024. We planed to stay in this hotel for 3 nights, and we paid in full plus parking.
Unfortunately, on the 2nd night around 8pm, we heard loud water leaking sound above the bath tube. We called the front desk for help, and we were told it was too late to fix the problem. Thus, we decided to move out the next day. We talked to the hotel manager on the 3rd day morning, and he agreed to make a refund after he viewed the video I took and also provided a case reference number (see pictures below).
One month passed, there is no refund. I started to contacted Hotel.com support team, as well as sent emails to this hotel directly.
No response from Oaks Hotel manager at all.
Via Hotel.com support team, I received the following responses chronologically:
- my refund request is not following their cancelation rule. I told them this refund request is a result of hotel damage, nothing to do with me, and it was approved by their manager at that time.
- Oak hotel only charged me 2 nights stay only. I showed them my credit card statement to prove the payment for 3 nights.
- Finally, the hotel is willing to offer me future stay credit.
Forgive me, I live in US and only travel to Melbourne for vacation, I will not go back to this city and not mention this horrible hotel. Future hotel credit is useless to me.
I hope Hotel.com and Oaks can solve the issue for me!