This is directed to the hotel management. I want to know why you are so UNCOMPASSIONATE and GREEDY?
Due to unforeseen circumstances, my mother had an illness that requires us to care for her for at least 10 weeks. We were unable to make our China trip. You refused to give us our refund after we were told all we needed was a doctor's letter explaining the illness and required care needs. We provided that letter. You refused to grant our refund. You stated we are sticking to our policy. That is a VERY UNCARING POLICY and POSITION YOU TOOK!!! YOU MADE US DO UNNECESSARY THINGS to find out you reneged your offer. YOUR FUTURE CUSTOMERS NEED TO KNOW!!!
Yes, we made non-refundable reservations, but the other 10 China hotels refunded our money with the same non-refundable reservation. At least those hotels were sensitive to our situation. YOU, Guangdong Victory Hotel, ARE NOT!!!
WHY are you so UNCOMPASSIONATE and GREEDY?
The representative from Easy Click Travel who contacted the hotel on our behalf spoke both Mandarin and Cantonese so language was definitely not a problem.
Thank you for your reply.
I made the reservations through Easy Click Travel (ECT). They tried very hard to get my money back twice, talking to a total of 6 managers. ECT did not indicate any communication problems. After talking to the hotel for us, ECT told us the hotel wanted a doctor's letter.
We provided the doctor's letter. The 6 hotel managers told ECT we are sticking to our no refund policy for non-refundable reservations. Essentially, we do not accept any excuses. That stunned us because the hotel indicated they would refund if we provided a doctor's letter. With this hotel, it is all about the money.
All my other 10 hotels refunded my money so far. Most hotels did not even ask for a doctor's letter.
I hope the Trip Advisor travelers give considerable thought before they use this hotel.
I don't expect an answer from the hotel. I haven't seen a reply or comment from them on this website. I'll try to locate a friend or relative to talk to them. I don't know anybody off the top of my head.
Thank you again.
Trip Advisor has asked me to suggest an answer. I would say that they DON'T UNDERSTAND ENGLISH well enough to make the refund. Staff seem to change frequently and many times they look dumbly at you as if they don't understand at all what you are saying. This is because they DON"T understand! If you could get a Chinese friend in California to speak to them on the 'phone in Cantonese it would probably help hugely. Other than this I cannot help with a solution. Sorry. Helen
Get an answer from Guangdong Victory Hotel staff and past guests.