Surfers Horizons

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Booking stated Deluxe 3 BEDROOM UNIT,
Main bedroom 1 large double bed ( actually 2 single beds pushed together, 2nd bedroom 1 double bed( no 2 single beds), 3rd bedroom 2 single beds(correct). The unit was most definitely not Deluxe, original kitchen ( new upper cupboards with glass doors), very dated cupboards that were painted, very old, and worn bench tops. Original bathrooms, filthy tiles in both showers( probably best to bring shower shoes), can't lock ensuite bathroom door. The glass screen was coming away from bath, i immediately went and told manager, i took photos and was told that it must have happened after unit was checked, thats exactly why i check everything and take photos. Tiles were missing with weird replacements. It was an original unit that needed some love, which is fine if you didn't book a "deluxe" unit, the 2 single bedrooms were extremely hot. It definitely wasn't worth climbing the 3 sets of stairs every single time you went out ( NO LIFTS).There are so many modern units around the same area, it's not really worth having the beachfront position. Nothing is close by( shops, restaurant, etc) you have to drive everywhere you go. When I voiced my concerns regarding the state of unit, I was told the kitchen cupboards were brand ne. Clearly, it's an extremely old and dated unit. There were six beds in this unit but only 4 dining chairs. This was our 3rd time we stayed in these apartments, 2009, 2014, and 2025 , the outside has remained updated and extremely well looked after, but not some units. The price I paid did not match the product.

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For us to be there longer !!

Unfortunately, I felt a bit uncomfortable with the experience from the outset. One of the property managers made repeated comments—both in messages and in person—about their dislike of third-party bookings and the commission involved. This felt unnecessary and unwelcoming, especially given that the property is actively listed on booking.com. While their words were polite, the repeated reminders that I would have paid less by booking directly left a poor first impression.

Some of the check-in expectations were only communicated after arriving, which would have been much better to know upfront. On arrival, they insisted on walking me through the unit before I could bring my family in from the car. I didn’t feel comfortable declining, even though I have accessibility needs and usually need assistance with stairs.

It was also disappointing that, despite paying more than I would have for a hotel, we were refused help when we ran out of toilet paper and the major supermarkets were closed. We were told they don’t offer assistance beyond check-in because they are property managers, not reception staff. While not outright rude, it was clear they weren’t interested in being helpful beyond the minimum required.

I've had much better experiences at other self-contained properties—including non-contact ones—where the service felt more thoughtful and guest-focused.

The layout of the complex means that it would be impossible to have lifts. This meant we had to carry all our gear up two flights of stairs which may be a problem for older people.

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Unfortunately the strong smell of cigarette smoke from an adjoining neighbour made it unpleasant at times to sit and enjoy the balcony or enjoy the seabreeze into the apartment.