Janette R.

I booked 1 single night at Mantra Mooloolaba Beach on the Sunshine Coast in QLD through Easytobook as they had the best rate on hotelscombined. We were going to Mooloolaba for a dive experience that had a very early start. At the last minute the dive was cancelled due to weather (cyclone). I knew that I was outside of the cancellation period, but called them (in the netherlands) to see if there was anything that I could do. They said that if I got approval from the hotel I could change or cancel the booking (and therefore not forfeit the money I had already paid). I gained approval from the hotel to change the booking. However despite this, and several phonecalls to easytobook (in the netherlands) on the day of the booking, no change had been confirmed. Each call I spoke to a different person and had to explain the whole situation again (This was despite getting names and asking for particular people most of the time. I also tried asking for a supervisor - but none were available!) Finally, on my last call I was informed that the hotel was not available on the night that I requested and therefore I had forfeited my money (it was then too late for us to drive to Mooloolaba and save this situation). They said that they would try for another date, but when I followed up (again) at the end of the week, they then wanted written confirmation from the hotel. I have not heard from them since. The Mantra hotel Mooloolaba Beach were not particularly helpful in the situation either, clearly annoyed that I'd booked through a third party. It was a very unsatisfactory outcome! If they had simply said that their terms were not negotiable, we would have driven up the coast. I am very unhappy with the way that this was handled and will never use this service again.