Re: Request for Resolution – Oceanfront 2 bed with balcony and study nook
Booking Confirmation: 5853313657
Stay Dates: 26 February 2026 – 2 March 2026
I am writing to formally raise concerns about the condition of the accommodation provided for our recent stay.
Upon checking in on the afternoon of 26 February, my husband who arrived first discovered that a large section of the carpet in the main bedroom was soaked, and a strong odour permeated the entire apartment. He immediately contacted the property manager to report the issue. He followed up with photographs and a detailed explanation, stating clearly that the room was unsuitable for use and requesting an urgent solution. We asked for either alternative accommodation or a full refund so that we could secure appropriate lodging ourselves.
The only response offered was to send a cleaner on either Friday or Saturday to address the carpet. My husband replied that this would not resolve the underlying issue and expressed our dissatisfaction with the lack of alternative options. He noted that we were being forced to sleep in the lounge room and confirmed that we would be seeking a full refund.
A cleaner attended the apartment on Friday and was able to reduce the wetness from soaked to damp, but the strong odour remained. No alternative accommodation was provided, and the property manager was unwilling to commit to any compensation amount. As such, we had no practical choice but to remain in the apartment.
For the entirety of our four day stay, we were unable to use the master bedroom or the ensuite bathroom. We were sharing the apartment with a third adult, which made the situation even more difficult. We were forced to sleep in the lounge room on the mattress from the master bedroom. To limit the smell spreading throughout the unit, we placed rolled towels at the base of the bedroom door and kept all bedroom windows open for the duration of our stay.
After our departure, the property manager contacted us and offered $150 in compensation from a total payment of $1,311.95. We consider this amount grossly inadequate given the circumstances.
Our concerns are summarised below:
1. We booked and paid for a two bedroom, two bathroom apartment; this was not delivered.
2. We were unable to use the master bedroom or ensuite at any time during our stay.
3. We were required to sleep on the lounge room floor using the mattress from the master bedroom.
4. We requested alternative accommodation but were declined.
5. We requested a full refund to secure our own accommodation options were available but the property manager refused to confirm any meaningful compensation.
6. We were informed by phone that a previous guest had complained about the same issue, meaning you were aware of the problem before our arrival and chose not to notify us.
7. A significant portion of our holiday was spent dealing with calls, emails, key exchanges, and searching for alternate accommodation.
Given the substantial loss of value, inconvenience, and the failure to provide the accommodation advertised, we respectfully request a fair and proportionate resolution.
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