4/10 Poor
Hedonna T.
23 Apr 2023
Liked: Check-in, location, listing accuracy
Disliked: Cleanliness, communication
Dirty house, and they couldn't care less.
The owners have done a fantastic job on renovating this house, but unfortunately, the property was totally let down by not being properly cleaned before we arrived. There was crusty old soap and a hair tie in the shower, dust and sticky cup rings on the bedside tables, crumbs on the kitchen table and benchtops, hand prints on the walls and glass doors, and dust on the skirting boards and bedroom shelves. The outside laundry was coated in thick dust. The beds looked like they were made up in a hurry - with the sheets on crooked and only half tucked in. When I made a complaint, the young man who manages the cleaning came to investigate, but unfortunately he seemed defensive before he even stepped foot inside - insisting that 'he had photos' of the clean from his staff. I showed him all the things I had concerns about, and he didn't really seem to care. He did comment that the shower shouldn't have had old soap left in it, and reluctantly cleaned the shower after I explained that I had arrived late the night before and cleaned all the kitchen and dining table surfaces, and really didn't want to have to clean the shower before getting in it, seeing as I was on holidays and all. He never offered to wipe down the other surfaces that were still dusty and grimy. He said the laundry was not inside the house, and not his problem. I relayed this very poor response to Sharon at Holiday Rental Specialists, but she seemed to think the problem was that during peak times they had a lot of teenagers working doing the cleaning, and they really didn't have any experience. I didn't find that a very satisfactory explanation. Basically, it means that if you rent through them in peak season, don't expect a clean property. I suggested they needed a new cleaning company, or at least some basic training and mentoring for the cleaning staff, or more staff, or more time for the staff to actually clean the property. Not what I expected for the money we paid. The whole experience really tainted our stay there. It was a family reunion, and I spent the first evening and most of the next taking photos to back up my concerns and cleaning the place so I could feel comfortable staying there. I have never left a bad review in my life, but I feel strongly compelled to, to save others from having the same disappointing experience we did.
Hedonna T.
Stayed 6 nights in Apr 2023