Perouse Lodge

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I Would Rather Stay In Backpackers Stay Here Again

by Mary Fairbank (prior to 01/07/2010) As a OTHER

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I recently stayed at Perouse Lodge and found their website rather misleading. For starters I'm not sure how they manage to get their three and a half star rating as I've stayed in both four and three star hotels and this comes no where near. Quite possibly self-rated. They fail to tell you that in order to have your room serviced it's an extra $25. They also failed to tell me this when I checked in. The double rooms barely had enough room for you to move around the bed so in order for someone to get pass, one of you had to climb onto the bed. We were not the only individuals staying there with this complaint. Also they did not inform us that payment was required at the beginning of our stay. Instead they debited a credit card without authorisation (and might I add the wrong card) in the midst of our stay till it maxed out. Needless to say when we went to pay for lunch that day and our card declined, we were less than impressed. When we confronted the receptionist about this issue we were met with an abrasive individual who said it was her right to charge the card, that she did not need to inform us of this transaction and that this was common practice in many hotels as she had worked in many 5 star hotels before and this was their practice. She also had limited knowledge on how to fix this problem as if she merely voided the transaction the money would go back onto the card within 24hrs instead she refunded the amount which took 7 days in order to process. The information folder in the room had out of date prices for the cafe below which were misleading and gave no number for the hotel in order for relatives to contact us if need be. The airconditioning unit in our room was extremely noisy if set below 25 degrees. When we asked them to fix it the merely said there was nothing much they could do, sent their son to look at it who then said it was fine (because he tested it at 25 degrees). They didn't offer an alternative room or try to get a professional out to look at it. Needless to say we didn't get much sleep. To be frank I have stayed in better backpackers then here. I would not recommend staying here to anyone. Not value for money.

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Dion replied prior to 01-07-2010

Perouse Lodge posts the following response to the above review: In relation to our star rating, we are advised by industry bodies of our star rating. It is of no benefit to us to misrepresent the quality of our property and we never intend for this to be the case. Many guests are very happy with our product and have found the star rating to be very fair, some even mentioning it was better than some 4 star properties. With regards to the $25 room service, we offer this service as an optional extra for short stays (1 or 2 days), however it is included for free for guests staying longer than 7 days. We offer high quality accommodation at a discount rate. The way we are able to do this involves offering services that are usually included in large 5 star properties for free, as optional extras for our guests. The idea is that if you want to stay here for $120 per night and have a stylish and clean room, you can have this for this cost and no more, if you require a room cleaning service every day, it is your choice, this is the freedom we give our guests. In relation to our credit card policy, the situation above is very unfortunate, however it is the unfortunate outcome when any guest of our hotel fails to pay when they are required to. When handing a credit card over to any hotel, you are in fact authorising them to charge this card if need be. Therefore, there is no such thing as the wrong card because we are only ever given your credit card details by guests themselves. With regards to the comments of the declining credit card purchase later that day at a caf for lunch, our hotel takes no responsibility for declining credit card purchases that are made outside of our hotel because they are out of our control. This particular situation in no way reflects the quality of accommodation, or standard of service that we offer. With regards to the air-conditioning, it is unfortunately only part of running a property that things do break occasionally, even in 5 star properties I have experienced these things, no company is immune from this. However, we were aware of this problem with the air-conditioning and have recently replaced all 35 air-conditioning units in this building. The problem was a manufacturers problem and all units were replaced under warranty by the manufacturer, however, we do apologise for this inconvenience. We are always interested to hear from guests on ways that we can better our service. We have used this negative situation to positively improve the areas of the business that could be improved. If anyone has any questions regarding our lodge, please contact us, we would love to hear from you.