Surfers Paradise Comfortable Surfers Suite

Hi Andrew, we are glad to hear that you loved our apartment! We are also sorry to hear of your frustration at the Mantra staff for basic services. Many rental properties within Mantra, including ours, are independently owned and operated. As such, the check in/out processes are not managed by Mantra or their staff. This is also the reason why our check in/out procedure was separately instructed in our Welcome Information Pack: •For check in, all you have to do is to notify our onsite staff at least 45 minutes prior to your arrival and they will meet you at the resort. •For check out, all you need to do is to return the keys back to the apartment. Charlie

Hi Jess, whilst you commented extensively about how we did not offer you a refund, you have neglected to state a KEY FACT - you have only paid less than half of what Mantra charges for their flexible cancellation rate. As I’m sure you understand, you cannot obtain a service that you have not paid for. Thanks, Charlie

Whilst we sincerely welcome genuine reviews, these comments have inaccurately portrayed our listing. Our records show that this guest requested a full refund 2 days before the check-in date due to heavy rain forecasted in the Brisbane area. We have followed the guidelines of Vrbo and tried our best to contact the property owner for solutions. We do not believe this review is relevant to the experiences provided by our service. Furthermore, evidenced by our hosting history, our team works hard to maintain a high level of quality and professionalism to ensure the safety and satisfaction of our guests.