Thanks for your comments, I can confirm that the oven in this apartment has been thoroughly cleaned after your stay.

Hi Nicole, we are glad to hear that you have enjoyed our apartment and the beautiful ocean views. We also apologize for the cleaning issues you mentioned in your comments. Our team in Surfers has conducted audit according to your comments and will carry out a detailed cleaning soon. We are grateful to you for bringing this to our attention as it allows us to continuously improve and deliver outstanding services to our returning and future guests.

The satisfaction of our guests is our top priority and we take all feedback very seriously. Unfortunately, this review is both inaccurate and manipulative. This particular guest wished to extend his stay to include a Saturday night, but demanded to match the Saturday rental rate in line with his existing booking. We declined his request as Saturday rates have always attracted a premium. In addition, he demanded breakfast vouchers similar to those given to Mantra guests upon checking-in. However, as an independent booking operator, we are not able to offer such a service. Finally, he requested half refund as compensation for not providing these concessions, however we declined his request as we believe it was inappropriate. We make great efforts to ensure the best experience for our guests, which includes maintaining a high standard of cleanliness and service. For this stay, our housekeeping team contacted the guest within minutes after receiving his cleanliness complaints and attended and cleaned property to his satisfaction. Given the nature of the events, these unfair review comments do not reflect the typical experience of our guests and should not be considered as such. Charlie

Dear Monika, The satisfaction of our customers is our top priority and we take your feedback very seriously. Regarding your specific stay, our records indicate that building security was called in to stop excessive noise from your party at 11:43PM August 20, 2021. I hope this has not frustrated you and your guests. Although our records showed that the property was cleaned to our strict standards prior to your check-in, we have systematically checked the apartment according to your comments, and made improvements where appropriate. In addition we have also scheduled a more detailed bi-weekly cleaning schedule to be implemented from today. We are still grateful to you for bringing this to our attention as it allows us to continuously improve and deliver outstanding services to our returning and future guests. Charlie

Hi Cheryl, we are very glad to hear that you enjoyed our apartment! We apologize for the bar stools you mentioned in your comments. The satisfaction of our customers is our top priority and we take your feedback very seriously. You may not be aware, but the bar stools were damaged by the previous group and our order, whilst placed for an urgent delivery, was still late due to the state borders’ closure. The stools have now been replaced. We are so grateful to you for bringing this to our attention as it allows us to continuously improve and deliver outstanding services to our returning and future guests. Again, we apologize for not having the replacement stools in time for your stay. Charlie

Dear Dora, We apologize for not meeting your cleanliness expectations during your stay. The satisfaction of our customers is our priority and we take your feedback very seriously. As one of the top ranked properties on the Gold Coast, in accordance with government health and safety guidelines, we have implemented additional sterilization protocols to ensure the safety of our guests, especially the young and vulnerable. Regarding your specific stay, our records indicated that both our property manager and cleaning manager attended to the property within 20 minutes of you contacting us about ‘sticky floors’, and left only after the extensive re-cleaning was to your satisfaction. Our records also indicated, at checking-in, you requested for free breakfast vouchers but please understand that as private guests you will not be offered free breakfast in the resort as Mantra guests. I sincerely hope this was not the reason for your comments. Nevertheless, we are grateful to you for bringing this to our attention as it allows us to continuously improve and deliver outstanding services to our returning and future guests. Charlie