1. After initially booking the top floor apartment and due to the bed situation no longer being suitable I requested a camp bed or similar. When this request was refused I asked to move to the apartment down stairs because of suitable beds for our needs and was told we would lose all our money, after some negotiation we were offered extra bedding. As it happened, the apartment downstairs was vacant our entire stay!
Not very accommodating at all in the initial communications.
2. We were given the incorrect passcode to collect keys which meant we were sitting outside the Raine & Horne office for some time and had no idea whether or not we would be able to access our apartment. When we phoned we were told that they would contact Kim. We never heard from Kim and when we tried it kept going to voicemail, and about half an hour later another person phoned and told us to try another code. This worked. Over 2 hours later, 10.22pm Kim phoned and asked if we got in and pretty much hung up when we said we had, no apology.
3.We were charged a $240.00 cleaning fee and the apartment was not clean. The bottom half of the showers were covered in soap scum. The carpet in the bedrooms was putrid. We were instructed to clean the oven, but we went to use the grill inside the oven and it had not been cleaned, there was food in it.
4. The apartment is advertised as having a swimming pool but there was no access from the top apartment, it had been partitioned off. What we could see of the pool was filthy anyway but that’s beside the point.
It was a thoroughly disappointing experience, not at all value for money. The only positive was the position and being able to hear the ocean.