“We paid for a “penthouse” apartment but didn’t receive a penthouse type experience which was very disheartening.”
The view was incredible, close to surfers without the chaos, and the parking was secure. The layout was great for a three‑bedroom, two‑bathroom setup. However, when we arrived the place didn’t look cleaned, even though we were told early check‑in was possible. We saw dishes and cups that hadn’t been washed and had to clean them ourselves; the dishwasher was dirty. Kitchen cupboards had drip marks and the cutlery drawer looked like something had spilled inside. Dust covered the bedheads, the carpets were filthy, there was mold in the showers, dust in the window vents, and the toilets didn’t seem sanitized. Mirrors in the twin bedroom had suction marks, and the robes hadn’t even been opened, with broken hangers inside. The beds and pillows were extremely uncomfortable; the five of us left exhausted because we couldn’t get a good night’s sleep. My husband and I had to strip the beds and lay extra blankets to make them somewhat bearable. We wanted to complain, but when we went downstairs to the counter there was no staff present. For the amount we paid, we expected at least a clean stay, which we did not get.
Aimie·4 weeks ago