Skycity Resort Darwin - possible compensation issue

[Tristanm]

Hi all

I was hoping to get people's thoughts on the experience SWMBO and I had last week in the Skycity resort in Darwin and if we would be right to expect some form of refund/compensation.

We stayed there for 7 nights. On Thursday night, there was an unseasonal downpour. At around 10.30pm the power went out, air-conditioning died and emergency lighting came on, making it pretty impossible to sleep. A call to reception indicated this would be fixed "soon". A call one hour later, enquiring if there was any way the (very bright) emergency light in our room could be turned off yielded no result, they claimed there was no off switch for this. Eventually around 1.30am the emergency lights died. Since it was hot and stuffy though, it was still very difficult to sleep. SWMBO, having managed to score herself a chest infection over the preceding days, was really struggling. We got up early in the morning feeling terrible (her being sick and me not being of sound mind enough to tread lightly).

I'd like to point out that at no point were any apologies, complimentary cold drinks, or really even genuine sympathy offered.

That night certainly was not a 5 star experience. On checkout Saturday, I enquired if anything could be done re: compensation for the night. The front desk manager offered nothing, no refund for the night (not a big deal I would think given the other 6 nights we paid for), we weren't even comped on the breakfast, minibar (about $100 spent). As the issue was apparently caused by a lightning strike, out of their control, the issue was with

He gave me the hotel manager's card to chase this up further. I'm wondering how to proceed and what would be a reasonable request.

I appreciate that these things happen. I assume they would have insurance to cover these eventualities and I honestly don't think a refund of 1 night is unreasonable. I am interested in a second opinion though (hopefully a third and fourth too). Prior to Thursday, given we are likely to go to Darwin at least once yearly (SWMBO's family resides there) I wouldn't have hesitated to stay there again. Now, not so much.

Thanks

 

[here2go]

Power outages are VERY common in Darwin. There is no excuse for absence of a decent backup generator IMHO.
Try their FB Account - they allow people to leave complaints there last I looked. I have complained about their illegal refusal of mother nursing a child in their lah de dah restaurant, Evoo. Got the effect I was after, but I never want to go back. Tweeting @TheNTNews and #DarwinNT can also be effective. Any story to get crocs off the front page would be welcome.

 

[Tristanm]

Power outages are VERY common in Darwin. There is no excuse for absence of a decent backup generator IMHO.
Try their FB Account - they allow people to leave complaints there last I looked. I have complained about their illegal refusal of mother nursing a child in their lah de dah restaurant, Evoo. Got the effect I was after, but I never want to go back. Tweeting @TheNTNews and #DarwinNT can also be effective. Any story to get crocs off the front page would be welcome.

Thanks for your thoughts here2go. Much appreciated.

 

[puppysparkes]

The initial front line response you received can be a typical NT experience. Customer service is different in the NT and there's no harm in following up with the GM in the first instance.

 

[Simo]

IMHO,

They will do nothing as power issues are out of there control.

 

[Austman]

IMHO,

They will do nothing as power issues are out of there control.

But a standby generator isn't out of their control. Are power cuts so common in Darwin? In places where they are, it's pretty much standard equipment for even a 3-star property.

 

[Tristanm]

The initial front line response you received can be a typical NT experience. Customer service is different in the NT and there's no harm in following up with the GM in the first instance.

Sure, thanks. Yes things are a little bit more laid back there (nothing wrong with that, just different, actually really enjoyed the week in Darwin).

 

[here2go]

IMHO,

They will do nothing as power issues are out of there control.

Darwin has more lightning strikes per annum than any other city in the world. Power outages should be treated as the norm, and hotels such as SkyCity . However, having been up here for 2.5 years, all I can say is that most Territorians are quick to blame somebody else, and never take ownership of a problem and solve it, especially if it impinges on Barra time. Then they whinge if southerners try and introduce standards relating to quality and propriety. Glad I'll be moving back south before too long.

 

[puppysparkes]

Sure, thanks. Yes things are a little bit more laid back there (nothing wrong with that, just different, actually really enjoyed the week in Darwin).

It's the quirky thing that I don't mind about Darwin. Its pretty amusing watching people stroll into the casino in thongs or bare foot without a problem. RSA is non existent throughout the NT probably due to transient backpacker staff. If you're heading up there annually, try a self contained apartment. There's plenty of new complexes in and around the cbd. I'm looking forward to my next trip in a couple of weeks.

 

[Tristanm]

It's the quirky thing that I don't mind about Darwin. Its pretty amusing watching people stroll into the casino in thongs or bare foot without a problem. RSA is non existent throughout the NT probably due to transient backpacker staff. If you're heading up there annually, try a self contained apartment. There's plenty of new complexes in and around the cbd. I'm looking forward to my next trip in a couple of weeks.

Cheers for the advice on apartments. Thanks to everyone else who has responded too.

 

[Sprucegoose]

The initial front line response you received can be a typical NT experience. Customer service is different in the NT and there's no harm in following up with the GM in the first instance.

Sounds like tactically you need to deal with the GM's GM who most likely would not accept such laid back almost belligerent approach.

i am sure the customer approach is shaped by the general clientele of the overall business.

 

[Tristanm]

Just a quick update on this one. After contacting the GM we were refunded for the night's accommodation due to the power outage. I'm happy with how the GM dealt with this once escalated.

 

[markis10]

Just a quick update on this one. After contacting the GM we were refunded for the night's accommodation due to the power outage. I'm happy with how the GM dealt with this once escalated.

Thanks for getting back to us with an outcome, especially as it was a positive one.

 

[Tristanm]

Thanks for getting back to us with an outcome, especially as it was a positive one.

You're welcome. I think it is important to give credit where due, and not only post the negative side of this experience. It's probably worth saying that the Resort at Skycity was otherwise a very pleasant place to stay (you do want to make sure you get a lagoon room and not a room in the old hotel though). A positive resolution in the end means I'd consider staying there in the future as well.