BEWARE ADDITIONAL ROOM SERVICE CHARGES* Three major issues I wish I didn't have to share. 1. Our room had no electricity and a broken air conditioner. We graciously moved to another room without complaint, these things happen! No easy feat when travelling with a disabled child, but I did it with a smile. 2. We were stoked to learn on arrival their ala carte breakfast menu was included with our room. After our stay I received a receipt via email for 2 x breakfast charges for $65ea (I KNOW! ). Already charged to our credit card. 3. I responded and politely asked for a refund. The response received was disappointing. "All staff mention on check-in that the included breakfast is served downstairs in our Bistro. This is also stated clearly at the top of the room service menu that you ordered from, and reception staff mention that any breakfast room service will be charged at full price when taking orders in the morning. There's nothing we can do for your misunderstanding. " None of this was stated to us at all during our stay — at check-in or when ordering. We are unable to dine in restaurant environments due to our son's challenges. I expressed this to them too. I've also asked to see the menu from the room as it was not written anywhere on the breakfast page we could see. I'm a reasonable person. Luckily, we can afford it. But I do feel a responsibility to warn future guests of this fine print that was repeatedly not communicated to us prior to charging our credit card. Happy travels everyone.
Three major issues I wish I didn't have to share.
1. Our room had no electricity and a broken air conditioner. We graciously moved to another room without complaint, these things happen! No easy feat when travelling with a disabled child, but I did it with a smile.
2. We were stoked to learn on arrival their ala carte breakfast menu was included with our room. After our stay I received a receipt via email for 2 x breakfast charges for $65ea (I KNOW! ). Already charged to our credit card.
3. I responded and politely asked for a refund. The response received was disappointing.
"All staff mention on check-in that the included breakfast is served downstairs in our Bistro. This is also stated clearly at the top of the room service menu that you ordered from, and reception staff mention that any breakfast room service will be charged at full price when taking orders in the morning. There's nothing we can do for your misunderstanding. "
None of this was stated to us at all during our stay — at check-in or when ordering. We are unable to dine in restaurant environments due to our son's challenges. I expressed this to them too. I've also asked to see the menu from the room as it was not written anywhere on the breakfast page we could see. I'm a reasonable person. Luckily, we can afford it. But I do feel a responsibility to warn future guests of this fine print that was repeatedly not communicated to us prior to charging our credit card.
Happy travels everyone.