Our family have been visiting Lorne over the past 60 years through 4 generations and this is the only time we have gone home disappointed.
We were told a few days before we left that we had to bring our own linen and towels, even though advertised linen provided on the Great Ocean Road listing. Was also listed in the terms and conditions documents that they provide linen.
Instructions for key collection were unclear for collection and drop off. Had to call the host again who said she’d emailed me the info, which I have searched my inbox and the HomeAway app and nothing was provided.
No firewood or matches or instructions on the fireplace, fireplace is advertised. One of the main reasons why we chose the property. The host told us they don’t deliver firewood in Summer. It was 2 December and 11 degrees during the day.
No wifi, this was correctly advertised but you would think this would be a basic service in 2019.
No heating in children’s room. We paid for a 3 bedroom home and could only use two rooms as it was too cold for my baby to sleep in there.
Appauling customer service when we were told the power was going to but turned off for 6 hours. The host offered no solution or help in any way, she simply passed on the information as an FYI. We had no option but to cut our stay short as I needed to keep my baby warm and heat up her food. Whilst we understand this was out of The Host’s control, we were left stranded and were only refunded up 3/4 of the daily rate when we were forced to check out 24 hours early.
No plug for bath so had to dangerously shower with my baby. I had previously informed The Host I would be bringing an 8 month old baby upon my booking.
We paid a service fee and were asked to sweep and vacuum the floors, wipe down the fridge, empty dishwasher and put away all dishes which equates to 2 hours of work for a 2 night stay.
With a large security bond at stake we followed all the rules and still managed to have funds deducted from our bond as a small piece of coal fell onto the cheap mat which was placed directly under the fireplace.
It took over a week to get our security bond returned after having to follow up the refund a week after we left.
Host is quick to respond however was most unhelpful, condescending and lacked compassion when we needed assistance.