My complaint:
My sister and I were staying at your hotel for three nights between 4-6th October. Unfortunately due to a bad fall I was hospitalised for the night of the 6th October. As we were due to fly back to England at 18.30 on the 6th my sister asked reception if it would be possible to delay our checkout by a couple of hours. She was quoted a ridiculous amount of nearly 300 can$ but because of the severity of my injury (dislocation and 3 breaks of my ankle] she felt she had no choice but to accept the charge. As it turned out we never returned to the room apart from collecting our luggage, which had we known we could have stored instead.
I am terribly disappointed in your company for taking advantage of customers in such desperate times by charging such extortionate rates for a couple of hours.
I would have thought that empathy and goodwill would be more important to your brand than financial gain.
Tina Penfold and Lynda Jackaman
Suggested solution:
Apology, reimbursement and better treatment for flu tire customers
