Awful experience. The correspondence with the property below sums it up. Dear Sir/Madam, I am writing to request a full refund for our booking at The Victoria Apartments please. We could not stay there as it was cold (the heater did not work) and dirty, there was a blood stain on the pillow, curly black hairs in the bed, a dirty fridge, toilet and shower... I have taken pictures. More shockingly, the apartment had a condemned balcony (?!) (we requested no balcony as we are travelling with our six year old). I spoke to the receptionist who told me there was nothing she could do apart from text you, the owners to let you know about our complaints, her shift ended at 5pm and there would be noone there until morning. We decided to find alternate accommodation in the town and when successful, posted the key back in the returns box. We would like a refund please as the advertisement for this property on [link removed]does not match the reality. I look forward to hearing from you. Hi There, We are sorry to hear that you were unhappy with your booking, We unfortunately cannot offer a refund as it's a non-refundable policy that you chose. You chose a no balcony apartment and that is what you received, we would have been happy to give you a different apartment based on your complaints however you stormed off and we were unable to contact you, our receptionist then went and rectified the issues you stated incase you opted to stay or went back to reception after she requested approval to move you. Can you kindly send through your photos so i can show them to housekeepers as we have a certain standard of cleanliness we expect them to provide Dear Sir/Madam, The non-refundable policy is for cancelling ahead of the booking or not showing up; we did not cancel and we checked into your property. We then found the condition of your property unacceptable and not as advertised. The choice of ‘no balcony’ on your booking options did not infer ‘condemned balcony.’ This is misleading. Your receptionist has misinformed you, I told her why the apartment was unacceptable, her response was that she would text the owners about changing rooms but had no idea when she would receive a reply. She could not make the decision herself to move our room and could not give a refund. I explained we had a limited amount of time in Port Fairy and would see if we could find alternative accommodation and come back. She said she would not be there as her shift was ending and there would be no one until the next day. We agreed there was nothing she could therefore do to help and I left. We found an excellent alternative down the road and returned to collect our belongings and put the key in the box. The photos were taken on our return to the apartment- your receptionist had not rectified any of the issues. I will happily provide photos- please let me know the email address you would like me to send them to. Port Fairy is a beautiful town, it was a shame to have been let down
Molto buono
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