The house itself was lovely. Nice and clean - great location and fantastic for our pre wedding photos.
Unfortunately there was some miscommunication regarding the key pickup. Whilst myself and guests take responsibility of checking in after the allocated time I attempted after-hours contact with the office to see if there was a possibility of collecting keys after hours. The managing office contacted me via telephone initially profusely apologised for a mix up in their office and advised they’d arranged a lock smith to let us in.
The following day (night before my wedding) we were rudely advised that we were expected to pay for the lock smith. The office director contacted me again on my wedding day insisting we pay for the lock smith and was extremely abrupt, rude and extremely unprofessional - I was left in tears.
Staff later asked airbnb to get involved to resolve the matter. Airbnb concluded that we were not responsible for the lock smith bill, as the office had arranged for the lock smith without any prior consent or communication that this would be at our expense. (If initially advised myself and guests would have made other arrangements eg: staying with my partner who had also obtained accommodation in the area, returning to a friends home in melbourne- 45min away and/or booking a motel for the night as these would have been cheaper alternative options than paying for a locksmith and adding higher costs to the missed night of accommodation.
Great accommodation - horrendous staff managing it. I wish I had read the google reviews prior to booking as I have found that many people have had similar negative experiences with the managing office.