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Didn't start my stay yet, I booked non refundable family room via booking from Australia.
I was shocked that they refused to allow my babies (2 years old) to stay.
I advised i clarified that while booking, I am sure I added them but were pushy to ask me to cancel and get the money.
I even offered to pay more and add the cot as per their policy in other rooms. They still refused.
I ended up booking extra room with triple the price. Called the reservation manager to change the family room and compromise the price with the extra room. He was so angry and refused to help in any way.
I mentioned I have 2 old people who cannot walk and I need to look after them with my babies. The attitude was go talk to booking and don't call us again. I requested to book a car to pick us up, again they mentioned we cannot do that even if you paid money as the car only for adults no kids. ... I have no reply to this other than I will never book with them again and it was a mistake. It is too expensive for such a belittling attitude for guests who paid almost 9000 dollars.
I will tell everyone not to do my mistake, check with a friendly people and place before doing any booking. Make sure if you have special needs family not to book with them, they are not going help. - via 