Complaints

[the big bang]

Currently up on the Gold Coast, we booked a pretty cheap place to stay at, with the only thing we cared about was having a heated pool for us to chill in every night after a day of sighseeing. so we pretty much found the cheapest place that could sleep us all, and had a heated pool. we get here, and the pool isn't heated as stated on their website. now the room was only $90 a night from wotif, so we weren't expecting the Hilton of Beverley Hills. but what we were expecting, was what they told us they had, a heated pool. i'm not going to say its ruined our holiday, but it has put a bit of a downer on the trip. my 6 year old has still been in the pool twice, but I can only let him be in there for somewhere between 5-10mins before his lips are blue and he's shivering.

is there anywhere that we can take our complaints to that might actually result in something happening? if I complain to management, i'm sure they'd just dismiss us like I assume they would have done in the past. someone like a 'consumer watchdog'? would love to get a bit of money back, but not sure how to go about it.

it also doesn't impress me that the bloke behind the reception desk is a rude dick that complained about us asking for an extra pillow because there wasn't enough in our room when we got here.

[MatteeG]

Obviously voice your disappointment when you check out TBB. Ask for the manager on duty.

Following that, Start with these TBB (Wotif contacts):

Customer Service CentreOpen 24 hours, 7 days 1300 88 7979
By email
General accommodation enquiries and feedback – rooms@wotif.com

Packages enquiries and feedback – packages@wotif.com

Accommodation reviews enquiries and feedback – reviews@wotif.com

[smac]

Presume they have an OCBA equivalent in Queensland, go there if Wotif don't help. But Wotif are great, had an issue in Hong Kong and they sorted it in less than 24 hours, quite impressed.

[Footy Chick]

If they're star rated, contact AAA Tourism, they can lose their star rating if certain requirements aren't up to scratch.

[RustyCage]

Also go to hotel booking websites like cheaperthanhotels.com.au and wotif and leave a review on the hotels page on there, so people who look at that hotel know what (not) to expect

[the big bang]

cheers guys.

I called the number that @MatteeG posted, and told them the story, they were more than happy to make them refund the remaining 3 nights we had booked, and with no extra cancelation fees/booking fees, wotif helped me find a suitable place, for a similar price (all we had to do was pay the difference). they also told me that they asked for compensation of some sort, which he manager refused, but wotif said that they are blatantly misleading the public and abusing the terms and conditions of advertising on wotif, so they will follow it up and hopefully even get me something further.

the place wasn't star rated, but they rate themselves a 4.5 pfft...i'm not sure what the criteria is and how these things get rated, but i'd say they're a 3 at the most.

I think i'll wait and see if wotif can get me some compensation before leaving a bad (but honest) review.

the place we've moved to for the next three nights is called 'Turtle Beach Resort', and there is no way I could possibly suggest people stay here enough for what they deserve. the place is amazing. specially for families. mini-golf, 4 different pool areas (one of which is 18+ only), gym, games room, 2 tennis courts, a café and a restaurant and much more. i'll probably be booking to come back here for another visit early next year.

once again, thanks for your help and suggestions.

[Jase]

Please tell me you weren't staying at the Treasure Island Resort were you... we have about 40 students plus families staying there next weekend for the School aerobics national finals...

[Footy Chick]

I book a shitload of folk into turtle beach..great place for families!

[Ian]

Please tell me you weren't staying at the Treasure Island Resort were you... we have about 40 students plus families staying there next weekend for the School aerobics national finals...

We stayed there about 10 years ago, I can't remember if the pool was heated but we had no complaints, we were looked after very well and enjoyed the facilities

[the big bang]

Please tell me you weren't staying at the Treasure Island Resort were you... we have about 40 students plus families staying there next weekend for the School aerobics national finals...

nah mate. the dodgy place was called "Tradewinds Surfers".

[Dutchy]

We had exactly the same issue 2 years ago up there, booked a place due to its nice pool only to get there and there was no water in it due to maintenance...quick complaint to the desk and they arranged free transfer to a neighbouring hotel in the same chain (Breakfree) which was actually nicer.

[the big bang]

I book a shitload of folk into turtle beach..great place for families!

indeed it is FC. I don't know if you ever get reviews from your clients, but take it from me, NEVER stop sending families here. i'd be very surprised to learn of a place that caters for families better than this place.

[Footy Chick]

it is good, although this one would be a close second:

http://www.paradiseresort.com.au/

and then:

https://www.ashmorepalmsgoldcoast.com.au/