After arriving at the property with my family, it was very quickly that we noticed that the property was very rundown, tired looking, and too much to our disappointment, very dirty and not in a pleasant state. Before unpacking all our belongings, we had to go through the property and clean it all, especially the bathrooms. They were in a terrible state, where it would’ve been unhygienic to leave it, the way it was.
I was given a piece of paper at reception upon check-in with mobile contact details to contact the agents at any time with any concerns via txt. I did this straight away and never had a response. Two days later, I decided to search their number and try speaking one on one with them. Initially, I spoke with a nice lady who obviously worked for the agent, I explain to her all the issues we had upon arrival, and supplied her with multiple photos. I also explained I hadn’t heard from anyone by text, and she apologised and said that the number that was provided on the piece of paper was incorrect. She said she would have her manager, call me which she did so two days later.
Speaking with the owner of the agency, Trudie, this was a very unpleasant interaction. She was very passive aggressive, condescending and non-apologetic for the situation we were in. She was extremely rude and actually made me feel very bad about the feedback I had provided. She explained to me that this was basic wear and tear on the property and there was nothing she could do. I became very upset and angry and supplied her with additional photos. The next day she contacted me, not to apologise, but to offer an additional free night stay, which was definitely not applicable to me and my family.
I then made mention that I would be leaving a not so friendly review, and her tone changed, she then offered me one night stay refund on the property. I accepted and moved on from it.
I am extremely disappointed in the Inverloch, accommodation company, via Ray White. They were extremely rude to deal with and not understanding of the situation. They did however say they would be reviewing the property once we checked out and will be in discussion with the owner.
Trudie was an extremely difficult person to deal with given the fact that this was her own business she was running. I have stayed at many different properties previously which have all been great, never have I had an experience like this one. Do not recommend…