We could have been could not have been more disappointed with our stay at Connelly House or the lack of action or urgency by Team Swell. This holiday as with everyone was a long time coming..we were welcoming a family member from Adelaide and were excited to showcase our state and the South West. On arriving at Connelly House we were excited. we entered the house and was welcomed with a bottle of wine and a doggy treat for our Boy. A lovely touch.
unfortunately, that's where it ended. When entering the back bedroom near the bathroom we were met with the most putrid smelling rotting dead animal smell. it caused a mass opening of windows and doors as I dry wretched. I contacted Team Swell and left a msg on their machine advising of the issue. I had mentioned that there was no smell outside the house and it was only that bedroom. we received no response from the host until after 12 midday the next day.
The response was less than suitable.. They advised that..it was a large bush block and sometimes these things happen. They asked if I had found the source of the smell !!
I responded back advising AGAIN ..the smell is in the house.. It is causing massive sleeping issues and I would appreciate being advised how it should be dealt with. ... we waited again.. The next morning we received a message that the Pest control guy would attend the house whilst we were out.
When we returned I could see someone had been in and around the house.
the smell stayed thick. I again contacted Team Swell to request an update. Again.. a msg advising they would contact the pest guy.
this again took hours before a response. He had removed a Dead rat from the roof space above that bedroom. the smell still lingered.
After I conveyed my disappointment to Team Swells.. There response was that.. this isn't how they operate and should have done better. well...im here to tell you.. this is exactly how they operated.. They then offered a 15% discount on any future Stays!! I'm gobsmacked.. we rented a 4 bedroom house.. only had use of 3 good bedrooms. spent the 3 days dealing with a dead rat and extremely poor service and was offered 15% on return..?? You are kidding me. a suitable compensation as a minimum should have been a 25% refund on that booking. Any compensation on a future rental would not happen as I will never do business with this company again...
This is a hospitality business..and you need to do SO SO Much Better.