We were booked at The Grandeur via an online site for 2 nights for 4 of us. I rung the night before we left to confirm we would be arriving the following day, everything was all sorted and they were expecting us even though they hadn't replied to my email asking for confirmation. The following day (4 hrs into a 6 hr driv)e I get a message to say booking has been cancelled ???? I rung to question and was told even though I selected to pay on arrival they had a direct booking so had given them our room. I advised we were nearly in Taupo and was told we'll sorry you should have the money and pay up front, I explained I did have the money and he could just debit my card, I was given the option on booking to pay on arrival which worked well for us and had never been a problem with any of our previous extensive NZ travelling. He said not my problem and hung up. We then had to park up for an hour to try and arrange accomodation for 4 of us when the whole town was literally booked out apart from the high end hotels. We did manage to find 2 available units but at double the price as had to book 2 units instead of a 2 bedroom. My husband could hear him yelling down the phone at me and being so rude especially when I said I would be sure to warn others of his unprofessionalism. Thankfully we didn't stay there if that's his attitude where a direct booking worth more money involves canceling a traveller's plans on the day as to not have to pay the booking company a commission definately not customer focused. To insult a customer by saying maybe you should have some money is so rude and arrogant as that wasn't an issue. I have since been told the place is disgustingly dirty, mouldy and we had a lucky escape. Be warned do not deal with this guy you could end up sleeping in your car if he gets a better offer for your already booked room.
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