Verified
4/10 Poor
Carly P.
22 Mar 2022
Liked: Check-in, location
Disliked: Cleanliness, communication, listing accuracy
Unclean, unmade beds, no communication
We stayed at The Shoal at the start of February for a quick 3 day holiday to unwind and left feeling tired and disappointed. Late check in was quick and easy. When we arrived we immediately noticed sand on the floor throughout the apartment. The beds were unmade and the sheets provided were still in plastic bags. Making our hotel bed was the last thing we wanted to do after a 10 hour drive and late arrival. As it was summer we were hoping to sleep with the aircon on, however the units were making very loud drilling noises every 30 seconds. Unfortunatley there were no fans so we had to sleep with the blinds up and windows open to allow for airflow, meaning we were woken early from the sun. We called the accomodation manager the next morning and explained our situation. They were able to get a cleaner out that day to clean and make the beds however nothing could be done about the air con units - it was a known issue that cannot be fixed and was not disclosed earlier. We advised we were not happy paying full price after our experience and the manager said she would be in touch to arrange a partial refund. Since our stay almost 2 months ago we have attempted to continue communication with the manager however our several emails and calls were met with the manager saying that refunds "don't just happen over night", and they would process it when they had time. We have provided ample opportunity and practiced patience believing that they would rectify the issue however after 2 months nothing has been done.
Carly P.
Stayed 3 nights in Feb 2022
