Anna Lange

Review of Marque Rendezvous Boutique Hot...

Would rate 1/2 star if I could! My husband and I d...

Would rate 1/2 star if I could! My husband and I decided to stay at this hotel as we were going to an event at Riverstage.
The hotel states it has parking for guests at an additional $25, so I rang before making the booking to confirm that we will be guaranteed a park. The lady said 'we have 99 rooms and 44 parks, and in the years I've worked here we have never run out of parks. You will be fine getting a car park ma'am, just ring when you're on your way in.' I booked the hotel on that positive, helpful advice.
On check-in day I rang to find out what car park we were in, and Sanjay said 'sorry we only have 3 parks left, I suggest you park at Myer Centre.' After a 30 minute debate, and no help whatsoever I asked to be put through to his Manager. Jacqui apologised for the inconvenience and wrong information provided, said they can refund the full amount, but that didn't help us. That left us with no accommodation. I asked if she could put a RESERVE sign on one of the 3 parks, but she then said they were all gone (this was in the period of about 5 minutes). After more debate she said that a tradesman was leaving at 4.30pm, so I asked her to put a RESERVE sign on that park. She said ok but still can't guarantee the park for us. My husband ended up having to pay for street parking for an hour or so, and then followed up to find out when a park was available. When he checked in, there was another couple having a similar argument with reception about a car park. They were saying they'd stayed here before and never had this trouble and won't be staying again.
Apart from the car park saga and no help from staff, the bed was rock hard, the shower head had such poor pressure and sprayed everywhere, apart from on your body it seemed. We were put in room 607 and all night could hear the lifts going up and down so we didn't have a good night's sleep. Plus the room was average and needs a bit of an upgrade/clean.
My husband had to provide credit card details on check in (which is normal), and was advised that the $100 pre-authorisation will be charged to our credit card but will be credited back on check out. I rang to confirm this with the hotel who then told me we won't get the money back for at least 7-14 days.
I'm not one to make complaints, but this was worthy of a complaint as I wouldn't want anyone else to experience such unprofessional and rude service. It was such a shame and let down.