Well, to begin the property is beautiful and has an amazing view. This is why we selected this property. But beauty is not everything, as we found out, sadly. The first night, we realized the AC only works in the kitchen. Unfortunately the master bedroom is upstairs with no AC, and the other bedrooms were not cooled by the AC either. It was soooo hot upstairs we couldn't sleep there. So we moved to downstairs bedroom, but these were very hot as well. We tried to open windows, but with no screens, it lets bugs in. With only a fan to move around hot air, this did nothing to help. So the only solution was to move a mattress onto the kitchen floor to get cool enough to sleep. This was not pleasant, and certainly not what we paid for. The next day I contacted the manager and she could offer no solutions. Due to this I asked for an exception and allow a discount based on this problem. She had the property management office contact me, which they were slow to do. When they did contact me, they stated, and this is an exact quote from the message they sent, "We apologise (sic) for this unfortunately we dont have a remedy for this as this is an issue for all our properties."
I explained that I understood that it was hot outside, and knowing this was an issue they should agree to a discount. As soon as I mentioned discounting the rate, they quit responding, and did not respond again until after our stay was complete 3 days later. In this response they suggested they only indicated that this was a known issue for all their properties due to high summer temps..."rather than this being a specific issue at this particular property". Exact quote. Furthermore, although they denied knowing this was an issue, how could they not know that the AC did not cool the upstairs? Certainly they are aware of this, despite their denial. Regardless, they would not agree to a discount, but would refund my service fee, which amounted to exactly 11% of my total costs, which was over $300/night. Not exactly a fair acknowledgment of the problem resulting in having to sleep on the kitchen floor. When I explained this to them...no response! Big surprise! I have stayed in many AirBNB properties and have never had this problem, or such a lack of positive response to resolving a problem. And if this is an issue in all of their properties, it leaves me to make 2 recommendations:
1) Don't stay in Bachcare Properties when it is hot outside, or you may end up suffering the same fate we did, which was not pleasant. Certainly don't stay in this property when it is hot outside. The view is awesome, but loses its glamour when you cant sleep at night.
2) Don't stay in Bachcare properties, because they don't seem to care about customer satisfaction. Seems to me they put Profits before People, and don't take problems seriously enough to try to solve them, or at least make sure you are a happy customer despite problems that may occur. Bachcare may be more appropriately named Dontcare!
And if you are tempted to conclude that I am just a complainer, read all my other AirBNB reviews- all are positive! I do not complain unless I have a significant reason for it.