A very disappointing customer service experience. I've chosen this property for glowing reviews for a family weekend trip. The booking has been made via ***********. Unfortunately or fortunately there was a change in plans and I had to cancel the booking, planning to re-book for another date. The cancellation was done before the cancellation deadline. However, my card had already been charged and after a reminder email, I was refunded the full amount minus a "merchant fee" of 9.00 AUD. A merchant fee!? It is not a huge amount of money, however, a matter of principle and business ethics. Why would you charge a customer card during the free cancellation period and expect a customer to bear your business expense? It is not really about the money which is a ridiculously small amount but about your business integrity and pride. Says a lot to me and definitely it is not a place I want to spend my money in.
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