Very disappointed with our unit, the customer service (or lack of customer service) we received. The air con & washing machine didn’t work. The walls were dirty with black marks all throughout the unit. Balcony was dirty as well as sliding door glass. We called host the day after arrival, who has a company by the name madecomfy look after guests, about aircon & washing machine not working. We got offer on the last day for them to come & look at both issues & to cover laundry charges if we had our clothes washed by laundromat!! Husband had to play golf 2 days in a row & we couldn’t wash his golf shirt so we had to buy a new one for him. Not only did they not provide info on where to take the clothes to the laundromat or organize for a service to come collect our clothes & wash, but they also provided this “resolution” on our last afternoon, we were checking out 10am the next day. No consideration was given to the fact that we couldn’t wash our clothes for our entire stay or that we had no air con.
Also there is no luggage storage so if you have a late flight out of melb, you won’t be able to leave your luggage at the building after checkout, like you can at other apartment chains such as Oaks apartments. You only get one key, so if going with 2 or more ppl, this may be an issue. Also the en-suite lights were flickering in the main bedroom & was very annoying. Due to air con not working, we had to leave bedroom window open which meant waking up early in the morning to people down below.
Lastly I complained to madecomfy about the inconvenience we had experienced from the air con & washing machine not working. The worker was meant to call me back to discuss compensation, 3 days later after we checked out, I followed up on my own complaint. Whilst on the phone, I was told that the air con technician had gone to the unit & inspected it & it was working fine, clearly suggesting that we were lying or somehow didn’t know how to operate an aircon. I advised the worker that my husband was an electrician & he did all that he can without actually working on the machine to get it working! And to make statements such as “the air con was working fine” is just rude & insulting. All this could have been avoided if they provided maintenance in the unit or had a customer relations team that came out within 24 hours to rectify & fix issues. But no, they didn’t & afterwards want to make those sort of statements. They offered me 10% compensation & I ended up getting 20% after much dispute which came to a mere $62 (total of my stay was $663 but $260 or so was for cleaning & maintenance). So so not worth it. Next time I will stay at a property where there are onsite managers that can fix & rectify problems. This was a horrible experience & left us feeling less than satisfied, let alone happy.