This property was a nightmare from the start , no email or phone call instructions on entering the property , no electricity , filthy dirty , with rotten food in fridge, dirty underwear on bedroom floors , etc
We had a “non” stay at this property
We arrived on time for a 2pm checkin as promised ,to find we were given no information on how to gain access to the property. I can only say it went down hill from there. Upon gaining access (finally) we discovered the house was completely unprepared for guests. Dirty linen in the laundry, random clothing hanging in wardrobes, sanitary items left in master wardrobe and absolutely no toilet roll or hand wash to be found anywhere! We then tried to turn on the heat as we had 2 newborn babies with us. Imagine our shock to discover the power was out. No lights or heat.. in winter in Melbourne. When we went to look for the usual property guide that is supplied to guests there was none. The front balcony was filthy, the spa (the whole reason we booked!) was filthy and the whole house had a generally abandoned feel to it. The property manager finally returned our call after 1 hour and we were told nothing could do for us regarding accommodation for that night. So we had paid $**** for a house that we CAN NOT stay in 2.5 hrs from home for some of us. Where we can’t even use the bathroom because there was no toilet paper. We were left with no other choice but to book (and pay) for alternative accommodation.
As somebody who has used your accommodation site many times before please know that I will NEVER use your site again. I feel that our funds need to be returned ASAP and I also believe that we should be compensated in some way for the fact that you sold us a product that was not as described. I’m fairly sure that’s a violation of consumer rights especially as we informed the Manager on the day that it was most definitely not as promised. We then had to wait 18 days for a total refund, it was really terrible the way the whole situation and how i was dealt with. However, the property manager did assist with keeping communication open and then again helped me promptly with my request of receiving the full amount back after the 10days as originally was promised had lapsed , I felt some type of compensation should of been offered.