Lori M

Poor poor management. No guest etiquette. Very unsatisfied regular guest.

A very very disappointing and unfair allocation of the units. I booked my unit 2 months prior to my arrival, specifically requesting a unit, paid the deposit for the specific unit which was confirmed by the establishment as available. On the day of my arrival i was notified that i have been reallocated to a different unit which was considerably smaller and neglected. Someone else who booked after than me was given the selected unit as pure favoritism as they had booked for a longer period and there was no way for me to get my originally requested unit upon arrival. Apparently, according to the lady dealing with the bookings (Hanly), when you pay a deposit for a specific unit, it is not guaranteed that you will get the unit that you've paid for on arrival (Note that your choice of unit is important, as the units have sea views, some do not have sea views, some units are bigger than others, hence the specific choice and i preferred the unit i stayed in previously). This was completely unfair as i booked the unit first. Nonetheless, the unit which i was given was smaller, completely neglected, water leaking in the kitchen and bathroom floors 24/7 making it difficult and dangerous to access these areas, ****roach infestation amongst many other endless issues which completely spoilt my experience and my stay. The staff are very accomodating and kind, often trying to assist us as best as they could however the management of the complex leaves alot to be desired. Many messages of complaints was sent and read by Hanly regarding my dissatisfaction and ignored during my stay. I frequently visited the reception area requesting assistance with issues. Absolutely pathetic service received from this establishment. Please be cautious when booking here. There are other pet friendly accomodation which are 5 star rated available in close proximity. The complex is poorly managed and is being run down with the units being neglected. I've booked here and supported this establishment for 3 years in a row despite being charged fees for every little additional service provided (additional pet fee, visitors fees etc. ) and this is how they treat their regular guest. This will definitely be my last stay here.