Esplanade Hotel Fremantle

We booked to stay at the Esplanade Hotel as it is the only hotel in Fremantle that provides a valet parking service as we had just bought a brand new car and all other hotels require you to park in public car parks. We checked it in with the Valet and 3 hours later collected it to find a large gouge taken off the front bumper. We had specifically asked the valet to be carefull with curbs and corners as the car is quite low and the bumper sticks out as is the design/shape of the car. We spoke to the duty manager and assistant GM who were adamant that they could not prove it was their the valet that had damaged the bumper. They would take no responsibility so we didnt even recieve an apology. They were unreasionable and wouldnt even investigate or apologise. They stated because their carpark has yellow paint and there were no traces of yellow paint on our car it couldnt have been them when we saw the valet drive our vehicle back from the other side of Fremantle to return the car to us! They made us feel like we werent important, that we damaged the car ourselves when up until they valet returned it, it was in imaculate condition, even washed before checking it in with the valet. Eventually we demanded a refund on our stay and checked out without even staying a night! Effectively ruining our weekend away and also costing us over $1000 to replace the bumper on a car we had only bought 4 weeks ago. It was disgusting how they treated us. They wouldnt listen to anything we said just tried to make excuses or didnt say anything at all. So disappointed as this is supposed to be a nice hotel! Never again will we stay there. It was truely appaling! (Date of experience: Jan, 2012 )