The Oaks Hotel, Gold Coast Highway, QLD review: Payment pending still

My partner and I booked a room online on lastminute.com at the oaks hotel in surfers paradise at around 930pm on 28/3/24.

Email advised that we had a booking number, a room for the night, and that reception shut at 12am that night. The money was taken as pending from my account and the email sent confirmation that we had nothing else to do from that point.

We arrived at the oaks at around 1115, 45 minutes before close of reception, to find nobody there. Finally after calling an urgent phone number I saw, a cleaner came out and was rude from the offset - as though I had spoilt their night.

I showed my booking number, and even my bank debit as he asked to see it - which I thought was quite rude and a bit of an invasion of privacy. He then went on to say it wasn't in their computer, and that I had to call reservations, so that they could call reception - which makes no sense as he was the only one there in the first place.

I explained that to him and saw him become agitated. I began to film on my phone just to document it as proof and for safety reasons, when he suddenly said "you cannot film me" and walked away.

I waited for him to return, and when he did he simply said he was calling the police!?

I was livid by this point so I simply left.

My partner and I had to sleep in the car because by this time it was gone 12 and we could not find anywhere else.

The amount 189 is still pending so I cannot access it, we received no compensation or explanation or apology, and if this is ignored much longer I will be contacting the ombudsman because to be honest, I feel like I have been taken advantage of.

My email is [protected]@gmail.com