I recently booked a deal with this hotel through Virgin holidays, for a party of 4 from Sydney for a weekend away in melbourne. We had a 5th person adding to our party who was coming from brisbane who could not be a part of the package holiday. I phoned the hotel twice infact to confirm the arrangements and then assured me we were getting two double rooms, and that the 5th person in our party could be accomodated with a trundle bed in either of the rooms for an extra fee of $45 per night. This suited us all fine. However, on arrival to the hotel they had allocated the 4 of us in a triple room with a extra trundle bed for the 4th person. I explained the previous phone conversations that i had earlier, and there response was do you have that in writing? They did not try to rectify the situation and told us we would have to pay $300 for a second room for the weekend if that was what we wanted. They ended up giving us a room with 2 double beds for 4 people. Acceptable...not at all, the room was meant for 2 people, small and had only 2 of everything we were constantly calling house keeping for an extra 2 of everything and lived a very cramped weekend. The 5th person in our party decided to stay elsewhere due to the staff at the reception being so unhelpful and not willing to honour their word.
