Well, the check in was a disaster, we arrived early and was told check in wasn’t until 4, we said no problem and the receptionist gave us the option of checking in anyways and just come back at 4 to collect the keys. We done that and then headed down to the train station to meet up with the rest of our friends who were coming on the trip. After we left the hotel after checking in at 3PM, they sent me a message via Airbnb with a new set of house rules. These weren’t on the Airbnb advertisement but they send you them via message after you check in. We didn’t see this message until the next day as check in was already done.
Anyways, it was lashing rain and there is 16 of us, there was only one car, can only hold 5 people, due to no indoor dining the rest of the group were standing in the rain waiting for the apartment to become available. Went into collect the keys at 4 and was told “the house is not ready yet as it’s a really big house that needs to be cleaned” accepted that and just dealt with the rain and didn’t make any issue out of it. Finally got the keys at 4:35 and went to the house where we got in. The place was lovely. Very clean and spacious.
The night went fine, there was no “party” as the hotel claim. But there is 16 of us and we were having drinks and there was general chatter. We didn’t get a call from the hotel of loud noise or anything and the night went pretty well. The next day we set off to Fota Wildlife Park (Zoo) and whilst we were there we got a call from the hotel. He was very nice on the phone and he said “Good morning I am just calling to see if you need any fresh towels or anything” I explained that we did and that was fine he then hung up. After that about one hour after he called, he had dropped up the towels and rang me when he was back. I asked “is everything ok” and the response was “yes I dropped the towels down to the house but while you are on the phone the neighbours were calling all last night complaining of noise until 5AM” I found this quite strange as he didn’t mention anything about noise to me on the prior phone call? They didn’t ring me during the night to say you need to be quiet? The hotel reception is open 24hours? Instead, when he dropped in the towels he obviously seen some alcohol and assumed there was a “party”. I apologised to the man if there was any loud noise but we were all in bed by 2AM so the noise was not coming from our house.
The second night went fine, we went out to the local pub and back to the hotel for drinks, by the way when you order a drink in the hotel bar your better off ordering 5, because it takes around 40 minutes for drinks to be delivered. We went back to the house and had a few drinks again this night, again, no complaints during the night or the next day from the hotel about noise.
The last night, there was some noise and we got a call from the hotel during the night, the noise stopped after this and the hotel rang us another time even tho we were all in bed? I explained to them again that the noise obviously wasn’t from us as we had went to bed.
The next morning we got up and got ready to leave, we had organised all the rubbish and the place was clean when we were leaving. We paid a €450 security deposit on check in (which was only for damage to the property). I asked the female receptionist Anne to refund the deposit to my account and she said it will be refunded once house keeping confirm that there is no damage to the property. I message the hotel that night to ask for confirmation of the refund and they told me that it was not been refunded. After messaging twice again they said the refund was “under review as they had to compensate the neighbours with our deposit for the noise complaints” they said they could take the deposit because it was in the other set of rules (that weren’t advertised on Airbnb but messaged to me after checkin). I raised a complaint with Airbnb and within 30 minutes I had a message from the hotel saying that they were going to refund me €350 if I cancelled the complaint against the hotel (I have the screenshots as proof as well) I took a chance and accepted it so we got refunded €350 out of €450 they said there was a penalty for the loud noise.I highly recommend looking for somewhere else when booking on Airbnb or be prepared to pay the price of the hotel and the €450 deposit YOU WILL NEVER GET BACK!! It’s such a pity the hotel is nice but the customer service is appalling..
Overall result 0Stars