Sandcastles Holiday Apartments

Nothing.

Dirty and out dated apartment

No toilet paper and tissue paper provided. We contact property manager but no reply.

Cleanliness

I am requesting a refund from my current booking at sandcastle appartments in Coffs Harbour due to the faulty room we received in our current stay at the appartments. Upon arrival after requesting a late check in we arrived to find that our keys was not left in the safe at the car park as the manger thought the safe was broken and never message to notify us. We tried to contact the manger when we arrived at 7:30pm but was unable to reach them. We were lucky the macitence worker was in the car park at the time and was able to reach out to the manger and get our keys from the reception. We eventually navigated our way to our very disastrous room were we found the room was completely untouched from the previous people the bed had not been made there were dirty cups laying around and the room was a complete mess. There was not a single clean towel in the room and there were rubbish left from the previous people. This made it unable to stay in the room for the safety of our kids as well as the safety of myself and partner. We eventually got in contact with the manger/owner with our concerns. She rang back stating a family member would help us to a new room that was half clean with towels and clean sheets. After we arrived at the new room we discovered that the room we were put in was just as dirty but had new towels and sheets. In the kitchen the draw is broken which comes a risk of my child being in reach to knife and other kitchen items. The level of cleanliness of the room is not acceptable and is hardly bearable to stay at the apartment. We were then told not to leave the appartment since we didn’t have a key to get in and out of our room. We attended the reception multiple times and was unattended for the duration of the whole day. We were then contacted via text that the spare key was left in the safe box in the car park.

DO NOT STAY HERE !! IT IS THE DIRTIEST HOTEL IN COFFS HARBOUR!! BLACK MOLD ROOMS THAT HAVE NEVER BEEN CLEANED !!

EVERYTHING!!!

The apartment needs major maintenance. The bathroom door was falling off the hinges.The couch was torn.No rubbish bags. Only one curtain in lounge the other was in the cupboard with no hooks.Security door to the balcony would not lock.No globes in bedroom lights. Did not see any members of staff the whole time we were there even after going to the office at three different times.

Apartment was dirty, microwave was filthy, crockery/pots/eating utensils was greasy and we had to wash everything before use, draw that eating utensils had debris inside - had to go and buy dishwashing soap, no wash up cloth, no dishwashing liquid or dishwasher tablets(clear instructions to place items in dishwasher before leaving if items used), lack of basic items such as strainer, dish up spoon etc. Exhaust fan over stove is that greasy/dirty you can write your name on it - I had to sweep floor as it was dirty with food debris, shower was filthy, track of shower you could clearly see hair etc. no complementary soap/shampoo, no face washers, soiled towels from previous occupants still in laundry inside washing machine, carpet felt wet all the time we were there - air conditioner was not working, as it is winter and was raining we wanted to heat up apartment. Light switches missing dials, wall in main bedroom had dust particles you could clearly see against it, i had to slightly move bedside to use powerpoint for charging, some kind of tablet and a lot of dust present - Received a text message from management @14.07pm to inform that reception was closed when we arrive but we arrived within 1/2 hr of text received with instructions how to enter carpark, after arriving I tried numerous times to call Melinda - Sandcastles on number Melinda send text encouraging us to use if there was any issues, I am as yet not received any call or response to text messages send, we tried numerous times to call into reception (Friday in am), no one presenting. We are easy pleased and do not complain, this was the first time we felt using accomodation that we will say something, everything in unit felt dirty, greasy and we are wondering if the owner are aware of this poor house keeping. Apartment 213 is definitely not up for recommendation as also extremely poor customer service.

My mother slept in the main room and in the morning informed me that there was no to sheet so she hopes that they wash the doona inbetween guests. I highly doubt that. I then noticed that there was blood looking stains on the otherside of the bed. I also pointed out that we were not given towels for that room which to me indicated that the main room wasn’t made up (perhaps the last guest made the bed so they assumed it was already done). I went to reception and waited around for ages with no one there (this was 8:30am). I ended up going back to the room and writing a note and leaving it on the office desk describing the issue and asking them to fix it though out the day. We got back around 2 to find that it still wasn’t done. I went back over to the office and no one was there. I rang and left a voice message on the number that management gave and no one returned my call. I then tried calling the office and no one answered. It gave a different out of hours number so I rang it and left another message. My mother then went to the office herself making lots of noise and no one came to answer. Whilst she was there she also rang the after hours number and it rang on the desk in front of her. My note had been removed from the desk so they had found it.
Checked out the next day and still hadn’t seen or heard from management. Very disappointed in that aspect and the dirty room that should have been fixed but was chosen to be ignored.

Not worth it for the money. The place is so filthy. Mould, thick dust, tv remote has no battery installed, kitchen cabinet is falling out, incomplete utensils, cookware is too old and too scary to use, you meed to chase for toiletry from reception. We end up of leaving the place and find somewhere to stay.

Where do I start ! The room was disgusting , never been cleaned in months. On arrival I had to literally sweep the carpets with a brush. The wardrobes were so thick with dust previously someone had written clean me in it.