Novotel Rockford Hotel

I stayed at the Novotel Rockford for 3 nights in Sept 2010. When I got back to Melbourne I discovered I had been charged twice for my booking. Mmm.. That explains why when I went to check-in the front desk asked if I had two rooms. I said NO, just the one. So why at this time was the second room they had booked and charged me not immediately refunded. It was not until on my return to Melbourne I noticed I had been charged twice. When I called them to enquire about he double charging I was put through to their finance department voice mail where I left message. No-one has bothered to return my call –so much for customer service. This is $473.90 of my money they are holding. That voicemail was over 1 week ago. I have now tried calling again and their finance person has gone home early. They offered to take a message - what message, they didn't return my last call so what makes me think they are going to return this message. No thanks!!! So now 20 minutes later and counting I am waiting for the hotel manager to take my call so that I can ensure my enquiry is followed-up in the morning when finance return. Well No luck, I have been on hold for over 20 minutes now and my call is now just ringing out.

Review submitted 10th January 2010 - by Scott from Sydney Australia

Well I thought my stayed had been pleasant apart from the smallish bed. I had stayed at this hotel as they award Qantas Frequent Flyer points. Well 2 months after my stay I had not received my points. I contacted Qantas and they said I had to contact the hotel. I phoned the Novotel Rockford several times and left messages, no-one returned my call. I finally got to speak to a 'manager' and he said he would take care of it. A week later I had not heard back. I called him and again and left messages and never received a call back. I never received the points and they will never receive my business again. I'll never stay at this hotel again.