Mona Vale Beach

Unfortunately, our experience was disappointing from the moment we checked out. The front-of-house staff member at reception was discourteous and unprofessional. Her tone of voice, body language, and repeated sighing created an unwelcoming atmosphere and left a very negative impression. It was one of the poorest customer service experiences we have encountered at a reception desk. The room itself was spacious; however, the overall cleanliness was below expectations. While the property requires guests to clean the kitchen and wash dishes before departure, it appears that staff do not adequately inspect these items before the next guests arrive. Several cups, cutlery, pots, and dishes still had dried food residue and stains, requiring us to wash them before use. It seemed that only the beds were made and the floors vacuumed, leaving cleanliness of the kitchenware dependent on the previous guests’ standards. With improved housekeeping checks and more professional customer service at reception, the overall guest experience could be significantly enhanced.

The hotel was perfectly located, excellent staff and amenities. The only thing I took issue with was that when booking I selected Xcover insurance under the proviso I could cancel the insurance for full refund right up to 8th July. I sent an email on 1st July advising my intent to cancel the insurance, I heard nothing….. I sent at least 3 follow up emails asking for assistance in order to cancel before the 8th July. I have still not heard anything. I felt I was mislead with the ability to cancel this insurance when it was offered/sold by Expedia. I have a copy of all my attempts to contact XCover if you would like to look into it.

Perfect location great staff and breakfast was excellent