I am writing to formally raise a concern regarding my recent stay at Novotel on 15 August.
Upon arrival, the night Duty Manager greeted us without a proper welcome and immediately asked for our keys. We explained that we had not yet checked in but had booked online. After confirming our booking and full payment, he informed us we were required to pay a $320 deposit as security in case of damage.
This amount surprised us, as it seemed unusually high. I reconfirmed that our stay had already been paid for, and Amrit explained that the $320 was only a deposit. We paid the amount and proceeded to our room.
Later, I reviewed the hotel policy outlined in the confirmation email, which stated that the required deposit is $100. I returned to reception to clarify. Another staff member confirmed that $100 is indeed the standard deposit. When I asked Amrit to show me where it stated that $320 was required, he could not provide a policy and instead said he had “just charged randomly.” This explanation was unsatisfactory, so I decided to follow up with the morning staff.
The morning team was surprised by what had occurred, apologised, and confirmed it should have been $100. I also spoke morning Duty Manager, who advised that because I paid by credit card, the deposit should have been $50, not $100, and certainly not $320.