**PLEASE READ FOR USEFUL INFORMATION**
I am a frequent international traveler, from New York. We stayed at this property managed by the Freycinet Holiday Houses on April 16-19, as part of our 2 week holiday (staying at 4 different places). Over the past 10+ years, I have rarely given a negative review and it's heartbreaking to do this on such an amazing property at and even more stunning part of the world.
In a nutshell, the house is beautiful and has great view of the bay. To the owners - your home is beautiful, but please reconsider using Freycinet Holiday Houses as your manager, as they really lack professionalism and ethics. Below is a summary:
- I wrote to Freycinet Holiday on Feb 25 (a day after booking) to ask if there were any special cancellation policy in case there were border closures due to Covid. A yes or no answer would suffice. But I did not receive a reply.
- The house was listed for 8 people, but the description states that it can sleep up to 11 people. I made a booking for 4 adults and 2 toddlers and was exploring the possibility to add 2 friends to the booking (still only 8 people), but was told in an email dated Apr 10 that they need to charge me an extra $150 because they start charging extra for each guest after the 2nd person (in a house for 11!) and that "it's clearly listed in the agreement". Marcela from FHH sent me screenshots after I informed them I cannot find this anywhere on the agreement, and to this day, I still can't find it on her screenshots that the cost of rental only includes 2 people.
- I was informed that check in details would be provided to me before 2:50pm on the date of check in. By 3:10pm, I still did not receive any text or emails. We had to call the office to ask how we can get in. No apologies given.
- House was not clean - multiple spider webs inside the house. Dirty / spotty couch. Broken door (my toddler was stuck on the terrace and couldn't open the door as handles were missing. Despite having 2 bathrooms, there were no bathtub - not the best if you have kids.
- Basic amenities were not provided. I understand that certain items were removed as indicated due to Covid precautions, such as hand soap, tissues, paper towels (quite ironic in my opinion though). But no where did they indicate that fishing gear (as listed) would not be available as well (we found it very misleading as they were not specific on what was not available). On the day of check in we asked where fishing gear was kept, had to follow up the next day and was told that her manager was not in and that she will get back to me the next day (day 3). I politely asked her if she knew we were only staying there for 3 days... (!)
- Most unacceptable of all was a large broken glass vase in the dining room within reach of my 2 and 4 year old. The entire top rim of the glass vase was broken with shards sticking out (I have photo evidence). When I notified the property manager immediately and sent photos, their response was no more than "Thank you for letting us know". After 2 more messages that night and explaining the potential harm it could have caused my kids, they said they will come collect it "early in the morning" (I have screenshots of email) and did not say we had to leave it outside or provide any other instructions. NO ONE SHOWED UP, even until after we checked out. When confronted about my disappointment, once again, their excuse was because of Covid, no one can enter our property. Then why did they tell us someone will come and didn't say to leave outside? Why did another member of their staff drop off other missing kitchen items the previous day and came into the house? excuses after excuses, but not a single apology was given!
Feedback for Freycinet Holiday Houses: It is ok to make mistakes, but you need to own up to it and APOLOGIZE. Stop using Covid as an excuse for everything. Be hospitable, that's your job and don't make your guests feel like they are being squeezed another dollar after they have paid $1500 for a 3 night stay. eg $5 beach towel rental and $50 if we don't empty out the dishwasher, just to name a few. We are here to relax and have a great time, not read a 10 page instruction on things we can't do in the house or we will be penalized $$.
Recommendations for travelers: Be very cautious with this property company. Your money is better off spent on those who will welcome you with wine, chocolates, or maybe even bread, butter and eggs - in true Tasmanian style! Trust me, there are plenty of them out there as we have found during this trip! I would not want to hire through Freycinet Holiday Houses again. They were pretty unreasonable and left us feeling very disappointed.