Warren Reid

Review of Radisson Hotel & Suites Sydney

I've stayed with the Radisson group of hotels in a...

I've stayed with the Radisson group of hotels in a few places before but never been met with anything as disappointing as this before. In what will be my last experience with the Radisson group, I booked 3 nights at the Radisson Hotel and Suites Sydney, direct through the Radisson website.

It clearly stated that payment in full was required at the time of booking, with no refunds, which I was expecting being New Year.
Received my confirmation email stating the booking was confirmed, so thought nothing further. Then a week later received an email from the hotel supervisor, stating I had to fill out an authorisation form, and send it along with a photo copy of the front and back of my credit card by fax or email. If I didn t send this information the booking would be cancelled.
This was never stated at the time of booking and I was concerned about the confidentiality as I d never come across this in all the years I ve booked hotels.
So I called the Radisson Melbourne to see if I could make alternative arrangements to pay, but unfortunately told I couldn t. The Manager I spoke to at the Radisson Melbourne said they had no such policy, and that they were not aware of this. I also then spoke to Radisson reservations, and they were not ware, but said sometimes hotels in their group had their own policies.
So, wrote to the Radisson Sydney, explaining my concern, and that I m more than happy for them to take the prepayment, just not by sending my credit card details in this archaic and unsecure fashion.
Response was at best more confusing, being told it is highly illegal for us to take money from your credit card without written consent from yourself or the credit card holder. Isn t the point of an automated system to take the money from your credit card. I ve stayed at many hotel who s advanced payment system means they take the money upfront.
It also stated This is standard practice for any person that wishes to prepay their booking with Radisson Hotel & Suites. Not the case in talking to other hotels and reservations of the Radisson group.
So I decided to call them only to be met with unwavering belief that their policy is correct. Turns out this policy of the Radisson Sydney s does not confirm to the Radisson online booking system. I mentioned I was more than happy to pay upfront, but not by sending them a digital version of my full credit card.
Regardless of whether they feel their policy is the right thing in regards to security and fraud, it s not for them to dictate terms later on, and in this case different to what was stated at the time. I m making a booking to the hotel in good faith, and they confirmed it was reserved via email. To be then told it was merely held until I comply with this non-standard hotel group policy. What about entering into a contract and honouring it? Also, don t threaten the customer that you ll cancel their room reservation within 7 days if they don t comply.
It s the consumers right to choose how they pay, and the hotel should honour what they post as rules on their website, not have one rule for one hotel and a different rule for others.
So using the old saying, I d sooner cut off my nose to spite my face, they can stick their policy and their booking. Despite what was going to be a great rate, I d sooner pay more for a hotel that accommodates to their customers needs rather than antagonize them even before they even before they step foot in the hotel.
I'm sure if there's a follow up from the hotel that's cites it's their policy, but what ever happened to customer service? No courtesy call? I even mentioned I tried to call, so wouldn't you think there would be some attempt at resolution?
If this is the level of customer service before visiting, shame on you Radisson Sydney!