"We recently stayed at Big 4 Rowes Bay Beachfront Holiday Park in Townsville and unfortunately had a very disappointing experience.
I had booked two cabins for our group, but upon arrival, I was only allocated one. When I returned to reception and showed our booking confirmation clearly indicating two cabins/units, the General Manager was dismissive and showed no interest in helping resolve the issue (maybe becoz I am Asian). We were told that the park was fully booked and that nothing could be done.
As a result, the five of us had to squeeze into a small cabin, which was extremely uncomfortable.
The following day, while walking around the park near reception, my friend's son (booked into another cabin) found an envelope containing my friend's name and the key to the second cabin that we had previously booked. Unfortunately, it was too late as we were only staying for one night.
What was disappointing was the lack of accountability and customer service. When we approached the GM, there was no genuine apology and no effort to acknowledge the inconvenience caused.
Big 4 has an excellent reputation, which is why this experience was so surprising. This particular park would greatly benefit from improved management and a stronger focus on customer service."
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