2/10 Terrible
brian
Travelled with partner
Oct 24, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I had booked a renovated front block room for 1 night stay. I arrived outside reception hours to find that I had been downgraded to an un renovated back block room.
While out at dinner, the glass light shade in the shower room had fallen from tge roof and shattered over the tiled floor causing it difficult to clean to enable me to have a shower. I have since been accused of smashing the shade from the roof. There was alot of dead bugs and dirt under the bed that had never been cleaned. Both Expedia and the property accept and responsibility for the downgrade in room type claiming that I had actually been upgraded into this larger, dirty and hazardous room. Additionally there are dirty ashtrays out the front of every room, so much for booking non-smoking.
Having tried to seek compensation and refund from Expedia, you get the run around from may customer service agents and the property itself stating a no refund policy. Under Australian Consumer Law this is incorrect as they must offer a refund as they did not provide the product I had purchased being a renovated room. All in all, stay here at your own risk. Kerang has alot more cleaner and safer options. Also make sure you book direct with a property as using a 3rd party booking agent like Expedia, will only cause additional obstacles if you have a genuine complaint.lastly, if you do happen to leave something in your room after departure, such as a phone charger, you will never see it again. Very poor experience.
brian
Stayed 1 night in Oct 2024