Could see other guests had recently given 5 stars, however our experience was not so great. The host stated they always meet their guests at check in. This did not happen. Instead, we arrived at the time we said we would and there were no keys left in the keepsafe box which was situated next to stinking filthy garbage bins. I spoke to Mark who said someone would be down in a few mins with the keys. Instead our family had to wait 45 mins in a no standing zone in the heat next to the stinking garbage bins. Another guest eventually dropped the keys into the keepsafe box. I again spoke to Mark during this time and calmly said if it would be much longer as we had a dinner booking and the kids were hungry and whether we would need to cancel the dinner booking we had (which we did have to cancel). He said if we couldn’t handle the minor misunderstanding we could cancel the booking for the apartment altogether for our 3 day stay (which we had no cancellation for) and then rudely hung up on me. Later on, Mark messaged me to say my behaviour on the phone was out of line and was not ok. I was shocked. I never raised my voice or was abusive - I just wanted the keys for our booking we had paid good money for. Seemed like a manipulative way to turn things on us when we had done nothing wrong. We were not even given an apology! Our one query was whether the pool was open - Mark advised yes but you had to download a prima app and register all of the personal details of the visitors. I did this and got an email saying it would take 24-48 hours. Mark said he would sort it asap within the hour. We checked out after 3 days and got a prima registration declinal - so nothing was sorted out. Furthermore, this app was not even required for the pool - only the gym which we didn’t need (thanks to the lovely young man on the front desk who gave us the correct information). Waste of time and effort. The Spa was also out of order for our entire stay. With the air con in the room - it was only effective for the central area. The bedrooms remained warm with no airflow into those side areas. Lastly, Mark messaged me on our last night asking if we were checking out earlier than 10am as they had a tradie coming in the morning. We never felt welcome for our entire stay from start to finish and never received an apology for any of the “misunderstandings”.