We didn't actually get to stay in Four Seasons as there was a lock down in Sydney. We contacted Four Seasons and received excellent services, especially from this staff member called Sally. Four Seasons did not charge a single cent from us, not even the cancellation fee (technically, we didn't cancel. We were not able to stay due to government policy).
However, on the other hand, we received extremely poor service from Hotels.com. The staff from this booking agency told us all sorts of lies, including that they could not contact Four Seasons and asked us to get a refund from Four Seasons. How can Four Seasons refund us the money, when they did not even charge us in the first place. Hotels.com took the money for themselves!
Furthermore, when our Confirmation number was used when we rung up, we were told that the next operator would be available in 2 HOURS!! That is just exceptionally poor service from Hotels.com.
We used to book a lot of our accommodations through this website. With this extremely unpleasant experience, it really deterred us from making other reservations with Hotels.com
