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Jason R
Mildura ‘Expect Better’
Mildura Visitor Information Centre的点评
点评：My family and I made a booking online through the Mildura Tourist and information centre for a paddle steamer cruise with Mildura Paddle steamers. The booking was made 15 hours prior to departure. That night my family and I started to become very ill. We took a Covid test to find the 3 of us were Covid positive. As soon as the office opened at 9am I rang only to be told that as we hadn’t given 24 hours notice we will forfeit our $120 booking fee. I understand policy, however I don’t understand the complete lack of empathy and humanity in refunding our fees. What I do understand is that policy is a guide and that those in charge can make fair and reasonable judgement in regards to unique situations outside of an individuals control. We took a responsible action in not attending the cruise so as not to infect local community members and staff on the cruise. I do not see how our booking of 3 people only hours prior to departure have cost this local business in any way. The Mildura information centre promote ‘Expect Better’ very sad they can not live up to that mantra. We put the Mildura communities best interests first, very disappointed that the local tourism and local paddle steamer business can not acknowledge that through a fair and reasonable refund.
翻译：我和我的家人通过米尔杜拉旅游和信息中心在线预订了米尔杜拉明轮船公司的明轮船巡游。预订是在出发前 15 小时进行的。那天晚上，我和我的家人开始病得很重。我们做了 Covid 测试，发现我们三个人都呈阳性。早上 9 点办公室一开门，我就打电话过去，却被告知由于我们没有提前 24 小时通知，我们将不予退还 120 美元的预订费。我理解政策，但我不明白退还费用时为什么完全缺乏同理心和人性。我所理解的是，政策只是指导，负责人可以针对个人无法控制的特殊情况做出公平合理的判断。我们没有参加巡游，以免感染当地社区成员和巡游工作人员，这是负责任的做法。我不认为我们在出发前几个小时预订的 3 个人的预订会给这家本地企业带来任何损失。米尔杜拉信息中心宣传“期待更好”，但他们未能兑现这一口号，这令人深感遗憾。我们把米尔杜拉社区的最大利益放在首位，当地旅游业和明轮船业未能通过公平合理的退款来承认这一点，我们深感失望。
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