Rand Penthouse auf Hamilton Island

Good evening Sandra, I understand that you had a few issues during your stay. I'm sorry that the valet service offered really got you off on the wrong foot. All we were asking when you arrived is that one member of the party came with us straight away to pick up the a rental buggy- because the property buggy had broken down. I understand the valet team member mustn't have explained this clearly enough and didn't handle the situation well at all. I apologise for this. I can assure any future guests looking to stay at this absolutely beautiful property that due to this incident and a couple other like it we have changed cleaning and valet company to make sure this is never repeated. All guests have shampoo, conditioner and body wash along with a brand new coffee machine and coffee pods as a welcome. I'm sorry you had such a bad start to your holiday that it obviously effected the whole stay.- Thanks again for your feedback, Pete

Hello Christina, Thank you for your review. The Edge Penthouse is a fantastic property which we are proud to have this on our rental listing, ourselves and the owner of this property do welcome feedback and take criticism on board. In regards to the air-conditioning units the owner had some issues with the upstairs bedroom air-conditioning units recently. As a result, these were replaced with brand new systems. The air-conditioning units in the downstairs bedrooms unfortunately ceased working the day you arrived when we were advised by yourself. This is a most unfortunate circumstance and we realise there is never a convenient time for air conditioning to falter given our location. We are sorry this impacted your stay. All of your other concerns have been brought to the attention of the owner of this property. We are the booking agent of this particular property, however the owner has the choice of who he wants to clean and maintain the property on the Island. Following your feedback Christina the owner has advised he is in the process of looking for alternative companies on the island to clean and maintain his property. He simply will not accept such a reflection of his property. We do sincerely apologise for the inconvenience this has caused and we do hope you will come back to Hamilton Island again in the near future. If you would like to come back please do contact us in advance and we will be sure to do our best to look after you. Regards, Peter.