Extremely disappointing stay.
We booked this apartment for three nights but ended up leaving after just one night due to the poor cleanliness, excessive noise, and lack of concern from management.
The apartment was dirty from the moment we arrived. There was dust absolutely everywhere, including a significant build-up along the bedhead and other surfaces throughout the unit. The bedding was also unacceptable. The sheets smelt strongly of body odour and did not appear to have been properly cleaned or changed between guests.
There were no blankets provided on the beds, only sheets. We had to search through cupboards for extra blankets, which had simply been thrown inside rather than properly stored. The overall presentation of the apartment was untidy, unhygienic, and far below what we expected.
To make matters worse, the apartment was extremely noisy. We were on Level 9 and could hear bins being emptied early in the morning, along with music and other noise throughout the night, making it very difficult to get a decent night’s sleep.
We contacted management by email to raise our concerns, however the response was disappointing and gave the impression that they simply did not care about the issues we experienced.
As a result, we chose to leave after one night despite having paid for a three-night stay. Unfortunately, based on our experience, we would not stay here again and cannot recommend it to others.
*** updated reply.
Thank you for your response. I want to address each point directly.
To start, I have no issue with the apartment itself or its location — it was a nice spot and I am happy with the room category we booked. My issue has always been solely about cleanliness, nothing more.
I have now uploaded additional photos clearly showing dust build-up on top of the bedhead. This is not a minor miss or a matter of opinion — the photos are there for every future guest to see. There was also visible dust and dirt across the floors in both the laundry and kitchen. This was not isolated to one area, the cleanliness issues were throughout the apartment.
Regarding the linen, the sheets were not properly folded and had a noticeable smell. Professionally laundered linen does not smell the way those sheets did. There were also no doonas or blankets in the cupboard — only sheets. The claim that extras are stored for guest convenience does not reflect what we actually found.
As for the management response, the email we received did not make us feel heard. It fell short of a genuine acknowledgement of the issues raised.
On the noise, I understand that external noise in Broadbeach is unavoidable and I am not holding that against you. I mention it only so future guests can make an informed decision, such as choosing a higher floor.
Finally, I want to be clear that I was never chasing a refund. All I wanted was a genuine apology for the state the room was in. I have stayed in many places at various price points and this experience fell well short of a basic standard of cleanliness. Мы можем не соглашаться, но если у вас аллергия на пыль, вам нужно чистое одеяло или вы ожидаете чистых полов, то, исходя из нашего опыта и предоставленных мною фотографий, я бы рекомендовал поискать другое место.
Мы используем куки и обработку пользовательских данных с помощью Яндекс.Метрики для лучшей работы сайта.
Оставаясь с нами, вы соглашаетесь на использование файлов куки.
We booked this apartment for three nights but ended up leaving after just one night due to the poor cleanliness, excessive noise, and lack of concern from management.
The apartment was dirty from the moment we arrived. There was dust absolutely everywhere, including a significant build-up along the bedhead and other surfaces throughout the unit. The bedding was also unacceptable. The sheets smelt strongly of body odour and did not appear to have been properly cleaned or changed between guests.
There were no blankets provided on the beds, only sheets. We had to search through cupboards for extra blankets, which had simply been thrown inside rather than properly stored. The overall presentation of the apartment was untidy, unhygienic, and far below what we expected.
To make matters worse, the apartment was extremely noisy. We were on Level 9 and could hear bins being emptied early in the morning, along with music and other noise throughout the night, making it very difficult to get a decent night’s sleep.
We contacted management by email to raise our concerns, however the response was disappointing and gave the impression that they simply did not care about the issues we experienced.
As a result, we chose to leave after one night despite having paid for a three-night stay. Unfortunately, based on our experience, we would not stay here again and cannot recommend it to others.
*** updated reply.
Thank you for your response. I want to address each point directly.
To start, I have no issue with the apartment itself or its location — it was a nice spot and I am happy with the room category we booked. My issue has always been solely about cleanliness, nothing more.
I have now uploaded additional photos clearly showing dust build-up on top of the bedhead. This is not a minor miss or a matter of opinion — the photos are there for every future guest to see. There was also visible dust and dirt across the floors in both the laundry and kitchen. This was not isolated to one area, the cleanliness issues were throughout the apartment.
Regarding the linen, the sheets were not properly folded and had a noticeable smell. Professionally laundered linen does not smell the way those sheets did. There were also no doonas or blankets in the cupboard — only sheets. The claim that extras are stored for guest convenience does not reflect what we actually found.
As for the management response, the email we received did not make us feel heard. It fell short of a genuine acknowledgement of the issues raised.
On the noise, I understand that external noise in Broadbeach is unavoidable and I am not holding that against you. I mention it only so future guests can make an informed decision, such as choosing a higher floor.
Finally, I want to be clear that I was never chasing a refund. All I wanted was a genuine apology for the state the room was in. I have stayed in many places at various price points and this experience fell well short of a basic standard of cleanliness. Мы можем не соглашаться, но если у вас аллергия на пыль, вам нужно чистое одеяло или вы ожидаете чистых полов, то, исходя из нашего опыта и предоставленных мною фотографий, я бы рекомендовал поискать другое место.