We have been guests/ visitors of Aspect Caloundra for over 8 years.....this year we were bitterly disappointed in our stay. From booking to departure and beyond it was awful. I booked online (hint....please don't) through their booking website back in June of 2023 to ensure we attained a 2 bedroom high level apartment. I followed up my booking with a telephone call to confirm this booking was in place, requesting our usual 7th floor or above and paid a $200 deposit over the phone with my credit card. 6 months later, I phoned a couple of days before to confirm and pay the balance owing, only to be informed that my booking was for a unit with partial ocean view on the second floor. The Manager (J) was not at all accommodating on the phone and preceded to tell me that as I booked online and didn't choose the Premium unit optionin my online reservation, I was to wear the reservation that was in place. Being high season she was fully booked and could do nothing....but...If I had of called and spoke with her, she looks after all her regular and return guests. Well.....Miss Manager J....what am I, A HAM Sandwich and I did call you and request this with you personally! She was insulting and did not care...also preceded to tell me that she has thousands of people call and make reservations each year and she can't remember every return guest and their preferences. It's the 21st century Miss Manager J.....there are computer systems that help us to perform our business professionally and efficiently. Anyway....as disappointed as we were, we went with the level 2 room, and were grateful for the fact that we were on holiday in such a beautiful part of the world, acknowledging that some in the world did not have this privilege. The cleanliness of the room left a little to be desired, however, comfy all the same. Sadly, we had to check out 2 days early due to a family member taking ill back in Brisbane. We left after reception was closed around 5pm, leaving the key in the safe box. I called at 9am the next morning to pay them the courtesy of letting them know our situation, and allowing them the knowledge to clean the unit early. On the day of our scheduled departure, we then received a text message asking us if we wished to extend our stay 1 more night for $300. An inappropriate text, given our sad and distressing circumstances, and the fact that I had called and personally spoken with the receptionist on shift that day. Then.....to add salt to the already festering Aspect wound...they billed our credit card $300, WITHOUT Authorisation for an extra night, WE DIDN'T WANT OR USE! Just gobsmacked at the chain of unprofessional and inappropriate events, to the point of it being laughable. I have referred many, many family, friends and work colleagues to this accommodation site over the last 8 years, however, this experience has been nothing but unpleasant, unprofessional, and it has left us seeking alternate holiday accommodation in the future.
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