Wotif.com Customer Service Issues

Hello, I made a reservation at Agnes Palms Beachside Apartments, Itinerary Number [redacted][redacted], for one night on December 30th. Unfortunately, I need to cancel due to unforeseen circumstances. We have recently been given two eight-week-old puppies and cannot leave them in kennels at such a young age. As the apartments are not pet-friendly, we need to cancel. I have already spoken to the apartments, and they have agreed to cancel the booking. The owner mentioned contacting him if there are any issues regarding a refund. I apologize for the inconvenience caused by this cancellation, but we are hopeful that the apartment will find another booking since it's over a month away. Please let me know if you need my credit card or bank account details for the refund. Thank you for your understanding. Warm regards, Tegan.

We encountered significant inconvenience due to a plumbing problem. We had to spend several hours moving our belongings to another room. However, the new room lacked blinds, leading to disturbances as the sun rose. The staff's suggestion of using newspapers on the windows seemed impractical. The room was poorly cleaned, with dirty floors and dusty blinds. Consequently, after showering, our feet were black from walking on the unclean floors, and the shower area showed signs of neglect. Upon raising these concerns to the management, the response was dismissive and rude. The lack of empathy and unwillingness to address the issues was disappointing, especially considering the amount spent on our vacation. The unhelpful attitude and accusations of seeking discounts from the management, particularly Sarah Williams, further added to our dissatisfaction. We are disheartened by the overall experience and feel the need to share our feedback on social media platforms.

Subject: Updates Needed for Pillows Grand Hotel Reylof Information Dear Team, I have noticed some inaccuracies regarding Pillows Grand Hotel Reylof on your website. As a Sales & Marketing Trainee at the hotel, I would like to request these corrections. The information about the hotel being closed for renovations is outdated; renovations were completed last year. Additionally, our restaurant should be referred to as 'LOF Restaurant' not Lof Restaurant, and the Espresso Wine Bar is now known as LOF Cafe. We kindly ask for these adjustments to be made promptly to reflect the correct details. Your prompt attention to this matter is greatly appreciated. Thank you for your cooperation. Best regards, Anouk R. Sales & Marketing Trainee

We were among the under 20 people not allowed to fly on the overbooked Virgin Australia flight from Auckland to Rarotonga on December 21st, causing us to miss two days of our vacation. Our new flight is scheduled for December 23rd. We have a package with flights and hotel at Rarotongan Beach Resort and Lagoonarium, where we are hoping for a late checkout on January 3rd since our flight is at 10 pm. The hotel team is uncertain and unable to confirm this request at the moment, which is disappointing given our situation. We would greatly appreciate any assistance in securing a late checkout to make up for the lost days. Thank you, Dana.

Subject: Assistance Needed with Itinerary Hello, I recently made a reservation through Wotif for the Bay Resort Condominium Diamond Tower in Miri, Sarawak, Malaysia. Although the reservation was confirmed, I did not receive an email confirmation, and unfortunately, I was unable to capture the itinerary number before the webpage changed. I recall seeing a "View Itinerary" button but didn't have the chance to note down the details. Here are my reservation specifics: - Property Location: Miri, Sarawak, Malaysia - Property Name: Bay Resort Condominium Diamond Tower - Check-in Date: January 20, [redacted] - Check-out Date: January 31, [redacted] - Total Nights: 11 - Total Trip Cost: A$[redacted].29 The contact person listed is Poh Kho, reachable at +[redacted]3. Your assistance in retrieving the itinerary number would be greatly appreciated. Thank you.

I have made a reservation and payment for a stay at Cardiff North Hotel in Cardiff, UK, with booking reference/itinerary number [redacted]91. My check-in is scheduled for 6/03/20, and check-out on 14/03/20. After reaching out to the hotel directly and being directed back to you, I am expressing my concern regarding the current situation with the Coronavirus. Being a 70-year-old pensioner traveling from Australia, I am unfortunately compelled to cancel my trip. While I am aware of the hotel's policy, given the global circumstances, I am kindly requesting for a refund or alternatively, a credit for a future stay. Considering the widespread impact of the virus, I am hopeful that the hotel can show understanding and flexibility. I appreciate any assistance you can provide in this matter. Thank you for your support. Regards, IS.

We made a booking for our Queenstown trip through Wotif. Unfortunately, due to the pandemic, we had to cancel our reservation five days in advance. Wotif did not refund our payment of AU $[redacted]. After contacting them, they mentioned the hotel would process the refund, which seems confusing, as we booked through Wotif and not directly with the hotel. Our booking confirmation email clearly stated the cancellation deadline was 31st May, and we canceled on the 27th May. It's frustrating that the money was deducted from my account just two days after booking via Wotif, but the hotel never received any payment as confirmed in my conversation with them. The hotel is willing to offer credit once Wotif notifies and pays them. I reached out to the hotel, and they assured me they could issue a credit. This experience has left me hesitant to use Wotif in the future, and I plan to share this to prevent others from facing similar issues.

I am from Perth, WA, and I have a trip booked to Jindabyne, NSW on Sunday, July 11, [redacted], with itinerary number [redacted][redacted]. Due to the recent Sydney COVID restrictions, Western Australia has closed its borders to all travelers from NSW. Thus, we are unable to go to NSW as re-entry to WA is not permitted. I have spoken to the accommodation provider, who offered me a credit for future travel within a year or a full refund if they can re-book the nights I reserved. To facilitate this process, I request the removal of my booking. Thank you. Sincerely, B. Wood

On May 21, [redacted], I made a booking at Amore at the Beach in Nelson Bay and attempted to book an overnight stay in Bermagui for my Melbourne road trip return. Due to COVID restrictions by the Victorian Government on June 10, I cancelled the Amore booking and received a full refund. However, I did not find any record of the Bermagui booking in my WOTIF account, email, or bank statement. I assumed the Bermagui booking failed. I only received an email about the Bermagui booking on June 19, the day it was supposed to be used. Since then, I've tried to resolve this issue through WOTIF's online help and phone line without success. Now that I can travel again, I'm planning the road trip. There was a processing inconsistency between the Amore and Bermagui bookings, leading to my failure to cancel Bermagui. I kindly request either a $[redacted] credit for the Bermagui booking charge or a $[redacted] refund to my bank account.

On May 21, [redacted], I booked a stay at Amore at the Beach in Nelson Bay and also attempted to book an overnight stay in Bermagui during a road trip from Melbourne. Due to COVID restrictions by the Victorian Government, I had to cancel my road trip plans by June 10, [redacted]. While my Amore booking was successfully cancelled with a full refund, I realized there was no record of my Bermagui booking. There was no booking reference, itinerary email, or payment processed for Bermagui. I assumed the Bermagui booking failed due to the lack of documentation and would have cancelled it if there was a reference like the Amore booking. I only received an email about the Bermagui booking on June 19, the day it was supposed to be used. Despite several unsuccessful attempts to clarify the issue through customer service, I still seek resolution for the inconsistency between the two bookings. As Melbourne's COVID restrictions have eased, I am re-planning my road trip and kindly request either a $[redacted] credit for the Bermagui booking or a refund of $[redacted] credited to my bank account to address this matter.

I recently received a message informing me that my flight from Melbourne to Darwin on Wednesday, 05 January [redacted], on Jetstar Airways, Flight Number JQ678, has been cancelled. I contacted Jetstar to arrange an alternative flight to connect with my existing one. The new plan is to take Qantas Airways Flight Number QF2085 from Mildura to Melbourne on the same day. I need to book a connecting flight to Darwin and would appreciate speaking with an operator to finalize this. Please reach out to me at [redacted]. Thank you. Tricia B.

I recently booked a room at Moyrua Waterfront Motel for December 4th to 5th. There was a payment issue during booking which resulted in being charged twice. Despite reaching out to your employees and using the online chat, we were unable to locate a booking number. It was frustrating as our credit card was already double charged. The first person we spoke to was rude and claimed our booking didn't exist, and abruptly disconnected the call. The next two employees also mentioned the booking didn't exist and advised waiting for a possible refund, showing a lack of concern. It was a time-consuming and disappointing experience trying to rectify the situation. Consequently, we were unable to confirm our stay due to the unexpected charges. The customer service received from Wotif was unsatisfactory, leading to a reluctance to recommend your services to others.

We made a booking with Wotif for accommodation in Greece for my niece's wedding in [redacted]. Due to Covid and travel restrictions from Australia, we couldn't use the vouchers they offered until December 31, [redacted]. We are requesting an extension until at least the end of [redacted]. We have sent an email including our Wotif lodging coupon for booking #[redacted][redacted]. We asked Wotif to extend the voucher to June/July [redacted] as it seems unlikely that the Australian Government will permit international travel during that time when we plan to be in Greece. Wotif suggested contacting Contessina Hotel, but the hotel stated it must be arranged through Wotif/Expedia. Additionally, we have two itinerary booking numbers with Wotif for the hotel: [redacted][redacted] and [redacted][redacted].

Hello, I made a booking to stay in Townsville, Queensland on December 14th at the Hotel Direct, named Kensington. I noticed a charge of $[redacted].00 on December 9th, which was the cost of the hotel for that night. However, on December 19th, I was charged $[redacted].00, and I am unsure why this additional charge was made. The receptionist mentioned that $[redacted].00 was being held on my card and would be refunded, but I have not seen this amount returned. It seems like there might have been a billing error. I kindly request a review of the charges. The booking number from December 9th ends in [redacted] and the charge on December 19th ends in [redacted]. Thank you. - SW

I booked a room in New Lambton for last night, 6.1.[redacted]. Your communication mentioned calling to confirm, but we assumed it was just a reservation, not a confirmed booking. We were unable to reach the Executive INN on time and did not receive any calls from them last night to confirm either. Today, I received a text message with reference #[redacted][redacted] but no hotel contact number. Angela from 02 [redacted]0 called today at 3 PM informing us of a $[redacted] charge for the confirmed booking. I believe this charge is unfair as our reservation happened after 5 PM that day. Please reach out to me soon. Gabriel Z. from Sydney.

I reserved a non-refundable night's stay in Warrnambool for January 3rd, [redacted]. Upon booking, all details were accurate. However, upon receiving the confirmation, I discovered that Wotif had changed the date to January 31st, [redacted]. Thankfully, I realized the mistake before leaving and contacted them. They informed me that Wotif changed the booking to the next available night in the cabin. I reached out to Wotif via chat, and they said they emailed the accommodation but now they are unreachable. There is no phone number to contact them. I fear they are stalling to claim my money. Could you investigate if Wotif has indeed emailed Warrnambool Discovery Park and ensure that the refund is processed accordingly? Thank you.

I made a payment to Wotif for a reservation at a resort in Fiji scheduled for August [redacted]. Initially, I believed the resort had the funds, with the option to reschedule post-Covid border openings in Fiji. However, it appears Wotif has kept the payment. Unfortunately, the Wotif system no longer recognizes my booking since the date has passed, causing issues with their automated support. I am seeking a refund and need guidance on how to address this issue with Wotif. Thank you for any help you can provide.

I mistakenly booked a motel room for July 4, [redacted] when I intended it for tonight, June 4, [redacted]. Unfortunately, the date mix-up happened because the information was not clear on my phone. Upon arriving at the hotel, I realized the mistake, and the hotel manager agreed to refund me since it was an honest error. I did not purchase cancellation protection assuming I would go straight to the hotel. As the booking is now a month away and of no use to me, I am requesting Wotif to process the refund accordingly. The hotel had no availability for tonight, so the refund is the best solution in this situation.

On March 26, I made a hotel reservation in Lilydale, Victoria for two nights at the advertised rate of $[redacted] per night through Wotif, totaling $[redacted] with taxes and fees. After booking at 9:38 pm, I received a confirmation text at 9:59 pm. However, upon checking my Bankcard bill and the website, I realized Wotif overcharged me at $[redacted].36 per night plus $25.28 in taxes, totaling $40 more than expected. It would have been ideal to verify the details right after booking, but Wotif's lack of transparency and customer support may suggest this is a recurring issue. I attempted to address this with Virtual Vinnie, but it was unproductive.

I've been trying to reach out to Wotif but haven't made any progress. In September, I made reservations with booking #'s [redacted][redacted] and [redacted][redacted], but unfortunately, my husband was in a car accident and had to go to the hospital. I promptly sent cancellation emails to Wotif on the 28th of September to cancel both bookings within the allowed timeframe. It was distressing to find out they had not been processed when the people we were supposed to stay with contacted me, compounding the stress of my husband's hospitalization. I've tried reaching out through chat, sending copies of my emails, and have received inconsistent responses via email. On Saturday the 8th of September, I was informed they couldn't refund me, which feels like fraudulent behavior to accept payment for services not rendered. The lack of human interaction makes me question the legitimacy of the situation. If I don't see a positive resolution soon, I may need to explore other options for resolution.