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Sofitel Gold Coast Broadbeach

3 of 3 hotels in Brisbane

4 stars
81 Surf Parade, Broadbeach QLD 4218, Australia

1 Review

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Review Overview

  • Service
Sofitel Hotel wiped out $1600 credit after we requested date changes due to the Cyclone activity
5 years 1 month ago
This company sat back and allowed one of it's affiliated hotels (Sofitel Gold Coast) to wipe out our entire $1600 credit we had with Luxury Escapes. We had to make a judgement call regarding our 5 night stay on the Gold Coast, as the cyclone Oma had just caused damage on the Gold Coast and was still sitting off the coast. We requested date changes four full days prior to our arrival date, as we needed to amend dates for leave with our employers. LE themselves told us the same day we requested the changes that other hotels in the same area were already doing the same for some guests that were due to arrive. However, our request was denied after a few days and despite multiple appeals to them to allow us to have our credit to re-book. We feel like we've been treated as second rate optional customers by the hotel (Sofitel Gold Coast) and Luxury Escapes. They get fully paid without giving us a single night or any form of compensation whatsoever. I would avoid this type of package deal, as the affiliated companies and hotels (Sofitel Gold Coast) do NOT want to know you after being paid the full package amount, so any fine print they can use against you, they totally do. Book through honest local companies would be my advice. My partner has been dealing with skin cancer these past few years, we have had a very hard time and we also made Luxury Escapes fully aware of this fact. The $1600 was a great deal of money too us.

Travel operator: Luxury Escapes

Hotel tip: Cover your back, read the fine print as they will use anything to favour themselves

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