Unfortunately, I feel compelled to leave a less positive review of Azure Sea than the stay itself would otherwise warrant.
The apartment and our stay were very good in themselves, but the hotel’s poor communication has significantly affected our overall impression.
We originally booked seven nights with a fully refundable rate. A week before our stay, our travel plans changed and we only needed five nights. As it wasn’t possible to amend the existing reservation, we cancelled the original booking and made a new one.
It has now been more than two weeks, and we are still waiting for a refund of AUD 1,632.04 from the original booking. We have contacted the hotel five times by email to ask for an update, but we have not received a single response.
I fully understand that processing a refund can take time. However, it is difficult to understand why the hotel cannot even provide a brief update on the status of the refund or an expected timeframe.
We are travelling with our family on an extended trip, and managing our budget is naturally important. Having such a substantial amount of money tied up without any information about when it will be returned is frustrating and creates unnecessary uncertainty.
This is particularly disappointing because the stay itself was very good. However, good service also means taking responsibility when something needs to be followed up. Unfortunately, the lack of communication has overshadowed much of the positive experience.