Hello
We had a number of disappointments with both the customer service from Beach Houses upon check-in and the house itself.
Firstly upon arrival, my daughter went to the lockbox to find there was no key, then she found there were people at the house. They had DOUBLE BOOKED the house!
She then called and spoke to Tracy (who I am told was extremely rude, as though it was our fault...) she said she would ring back. She did not! We called again and were told “if you get off the phone I am trying to sort it out”. Again rude, again your fault!
We rang a 3rd time, this time an hour after we were supposed to be in the house to be told we were being moved to another house...
They emailed me the wrong lock box details and the wrong internet details for the new house.
Another phone call from us to get the correct lockbox code.. again the tone was as though we were being a nuisance...
It was clear from the start that this house was not ready for guests.. There was no internet! This is ridiculous. Then someone comes to activate a Telstra mobile hotspot. This was useless... it never let more than 5 devices in and was very slow. We certainly could not access Netflix, Stan, etc and could stream nothing. 4G in the house practically nonexistent too...
Next, were the beds. We requested king beds. Not one room in the replacement house had a king bed.
The Airconditioning in the lounge room was like the Arctic, but it never got cool properly in the bedrooms... and one of the fans didn’t work properly at all.
This was not a cheap rental ($7k for the week) and I would expect a much better customer experience from Beach houses as well as the house to be ready for guests.
I gave Beach houses the chance to respond to my issues prior to writing this review and they just either ignored my points or blamed others.
I would not recommend them or the house at all and indeed would actively discourage others from booking with them.
Maybe Airbnb might take our issues more seriously
Kind regards
Martin Barnes