Review of Pan Pacific Perth 5*

My daughter stayed here for one night and had paid up front. She was asked for the card she paid her booking under and she thought that was to prove it was her. Unbeknown to her they took $100 bond from her account and was not told that they were doing this. She only realised that they had done that when she was about to leave in the morning and queried at reception. They then informed her what the $100 was and said that it would be back in her account in a couple of days, they did apologise for the person not telling her when she checked in that this was going to happen. She is only 18 and did not realise that this happens as it didn't show on her booking form that $100 would be held as a bond, and her room had been paid up front the week before she came and someone had checked the fridge in the room to make sure nothing was used prior to her leaving. Her Mastercard was a debit card and luckily she had $100 in it otherwise it would have overdrawn her account and hence caused overdrawal fees and debit interest. Ten days later the money had still not been put back in her account and only now because I phoned and went off that the funds have gone back in. This is absolutely outrageous as she works part time while at university and like most students don't have lots of money to spare. She saved up for this night at Pan Pacific as a surprise anniversary present for her boyfriend and to then have this happen put a real dampener on it. I stayed in the Swanston Mecure Hotel in Melbourne last year for 5 days and we never had this problem or had a bond taken from our account so why did she have to have this happen to her. Certainly wont be recommending this place as if you check the rooms before your guests check out then you should not be charging them a bond. To have to wait 10 days for the money to come back and only after I complained is unacceptable.