Kumeu Holidays

During the reservation process I accidentally got the check-in date wrong by one day. I noticed my error within 5 minutes and immediately called the hotel and alerted them. They told me they would not object to cancellation of the reservation. Subsequently I notified Expedia and the first agent told me that the hotel objected to cancellation and I forfeited my entire room charge. I walked to the hotel (staying at Barclay Suites across the street) and talked to the same person who approved my cancellation and rejected Expedia agent’s request. I sent an email to the hotel management company and called Expedia again and this time the agent told me the hotel does not answer Expedia calls. Both agents sounded young and somewhat un-assertive women. I went to the hotel again to force the reception to answer the call. After 2 hours, I was able to get the cancellation confirmed. It is evident that Expedia Upper Management needs to negotiate with the hotels that if errors like mine occur, the swift cancellation should be a painless process or else the hotel would be taken off their list. The agents need to be given assertiveness training and learn how to handle hotel staff. Since we pay with credit cards, I would have disputed the charge and create endless headaches for all parties involved. I am not sure if I could have done this if not physically present.

The staff were exceptional! The added assistance provided due to my mobility issues was the best I have ever received. A big thanks to B.

The location of the property is great.

Everything was great

Funky clean (albeit small, on a japanese scale) room with good staff