The checkin experience was appalling, the reservation was confirmed but it was clear guests were not expected. After a 4 hour drive we arrived at 330pm and were unable to access the key with the lock code provided. After an hour of making calls we Spoke to a staff member who was to come back to us within 30 minutes,they didn’t and went home as they had finished for the day. Eventually we got through to another Bachcare team member at 7pm. They couldn’t help with the lock code at all. We were instructed to go home and we would be refunded and compensated with $250. Our summer holiday the 6 of us had planned for and it was nothing for them to just cancel it. Fortunately a window was open so we had somewhere to stay. From there they had to talk us through getting the water working. No linen was available which we weren’t prepared for, but we made the best of it. The property manager arrived at 9:00am the next day with sheets and towels to clean and sorted a key. We were unimpressed she felt this experience was humorous, again no care for our stress and misfortune, effectively wasting our previous afternoon, evening and morning until a key and the linen was sorted. The worst accommodation experience ever! We were told we would be compensated but to this day we have never heard from anyone with an apology or compensation for the stress they caused and ruining our holiday which we had spent a considerable amount of money on! That aside the property was nice and well set up. If only we got 3 good nights . The only issue of note is the BBQ needs replacing as 3 burners don’t work. We would appreciate someone actually making contact and acknowledging such poor service. The person who never got back to us knew very well we were stranded, absolutely appalling!!!