Anyone who is planning of trip to Western Australia and intend to make accommodations, vehicles or tour package through Discover West Holidays (DWH), please think twice.
DWH is an Australian company who hyperlink is provided in almost all tourism related website. Because of this, I thought they are a reliable agent and made my vehicles booking (3 in total and paid in full) through them.
When my group arrived at the airport, I was surprised to learnt from the vehicle rental company that they only have 2 vehicle bookings from DWH for me. When I contacted DWH there and then, they just replied that they have booked 3 and it is the rental company fault, that is, full stop. They not even offer help to find another vehicle for me.
The fact that only 2 vehcles were provided to me instead of 3, I will expect DWH to refund me the balance, and pay the rental for 2 vehicles to the rental company. Instead, when I return to Singapore 2 weeks later, realised that no refund was made to me. Immediately I wrote a email to them on 21 Dec 07, follow by another email on 26 Dec 07 since I didn't receive any reply from them. The acknowledgement came on 2 Jan 08 which mentioned to get back to me within 14 days. On 17 Jan 08, I sent them a reminder again (which is after the 14 days promised), and they finally reply me on 18 Jan 08.
In their reply, they state that the non-delivery of vehicle is the fault of rental company and they will not give me any refund, and the case is consider close and no further further correspondence will be entered.
My contractual agreement is with DWH and shouldn't DWH refund me for vehicle not delivered? Even it is the vehicle rental company fault, DWH should get the refund from the rental company if they have paid, which I don't think so because they will most probably pay after the vehicles are delivered which by then they will know that only 2 were delivered instead of 2.
Can any one advise me as to what I should do now?