It's a shame that we have to write such a bad review as the accomodation itself was great. However, the service that Bachcare provides is exceptionally poor. In the check-in instructions provided, we were able to access the key in the lock box. However, we couldn't get into the property as there was a locked deadbolt lock on the door with a pin combination that we weren't given in the instructions. We were locked out for two hours and we only managed to get in by guessing the combination based on the worn out numbers on the lock! Had we not managed that, we wouldn't have ever been able to access the accomodation. We called Bachcare multiple times and left messages though this site and email, trying every option to get through their automated line to get someone on the phone, but every time we were just redirected to an answering machine. Clearly no one was scheduled to be working to answer customer queries or issues. Our stay here ended on the 29th Decemeber, 2021. We still haven't heard from Bachcare in response to our messages as of January 9, 2022.
We understand that things like this can happen. When we got into the accomodation, we could see that the deadbolt lock had a note specifying that it should not be used. So maybe a cleaner or someone else mistakenly locked it. But there's simply no excuse for being completely unreachable in what's probably the busiest period of the year! We put off writing this review to give Bachcare a chance to reach out and apologise to us. It's been two weeks now and still no response, so they either don't care and are hoping we wouldn't be leaving a review or they still haven't checked their messages! Either way it's pretty ridiculous.