I booked a three-bedroom apartment at Mantra Castle Hill Sydney on 24/07/2025 for a stay on 15/11/2025 for 2 adults and 4 small children. Upon arrival, we were informed that the room we booked was unavailable. We were offered two separate apartments, one with two bedrooms and the other with one bedroom. This arrangement was completely unsuitable for our family and there was no prior communication regarding the change.
Despite staff repeatedly apologizing and offering a refund, the options provided were impractical with only 2 hours before we needed to attend pre-booked entertainment.
Upon inspecting the apartment, we found serious hygiene and safety issues:
Cockroaches in the fridge, toaster, cutlery drawer, and cupboards.
Limited cutlery, plates, and bowls for 6 people.
Main shower and bath were unusable due to a broken bath tap, with water leaking dangerously.
A glass shower door in the ensuite fell on my 6-year-old son, causing a head injury.
All wet rooms had significant mould.
The balcony was unusable due to a hornets’ nest, posing a risk of stings.
This stay was unsafe and completely unsuitable for a family with young children. The condition of the apartment and lack of prior communication were unacceptable. I cannot recommend this property to anyone, particularly families.