For an expensive property and from the pictures we expected a premium experience in this property. Collected keys after 3pm checkin time. Arrived at property with 3 cars (wasnt given remote to open garage), 5 adults, dog, sheets etc around 3.30. Usual chaos of moving in and had lady turn up at door saying she was the cleaner and wanting to check if property was clean. I said I hadnt had a good look around yet but it looked tidy. We both assumed this meant it had been cleaned and she left. 15 mins later I had a good look around and it hadnt been cleaned, called real estate but cleaners had left and couldnt cone back til following morning.
This is in COVID times, when properties are supposed to be 'deep' cleaned.
Ok we had our own sheets so went to make beds but realise the old soon covers r still on beds. Most were stained, yuck! Called real estate to get alternative covers. Was told this property doesnt have a second set of covers and it's common practice not to launder in between guests!! I said this is unacceptable and also not online with COVID policy. I stripped them all off.
Cleaners did come next day and had to clean around us as we did vacate property for 1.5 hours st the time we were told they were coming but they were late and didnt arrive til we arrived back.
The real estate came and took the doona covers off to wash and returned them at the end of the day. I had to put them all back on beds.
We also went to bbq thst dsy, gas bottle empty (real estate had to come and replace) and inside of bbq all rusted through.
Then went to iron some clothes to go out for dinner to find we had an iron but no ironing board. Real estate had to buy new ironing board next day for us.
The many throw cushions on the couches were all badly dirty and stained so these werent used by us.
All the plates and bowls were very scratched and there was only 1 'normal ' sized pot in the kitchen.
I sent an extensive email to the real estate almost 3 weeks ago and was told this matter was being passed onto manager and property owner and someone would contact me back.
I waited over 2 weeks for a response, which I did get after contacting them myself again.
I was told feedback had been passed on to owner, the real estate dealt with each problem promptly (true) but that I did turn the cleaners away!!!!!
The first 24 hours of our stay at this property was a disaster, stressful and complete waste of precious vacation time.
