Great Ness Holiday Rental

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Reviews of Great Ness Holiday Rental

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  Great Ness Beach House Goolwa Added February 24, 2021

  ★ ★ ★ ★ ★
  A Baby Bjorn Travel Cot Easy Go portacot is now available for the tiniest of guests!
  
  We appreciate constructive feedback from our guests in order to improve your experience during your stay at Great Ness Holiday Beach House!
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  Kokila Wijesinghe Added February 19, 2021

  ★ ☆ ☆ ☆ ☆
  In a summary, problems started even before arrived at the property, there is hidden charges, difficult to contact and get answers to questions, over $300 charged for cleaning and still had to do all the cleaning and bed quilt covers were dirty and smell of cigarette smoke.
  
  A detailed account of the unpleasant account below. When I made the booking there was no mention of additional fees/charges. Then I received a message asking me to pay $400 deposit and a photo ID. I assume, I needed to present photo ID at check-in. I tried to contact as host as there was no instructions on how to make the deposit payment or provide photo ID. So I called and stayed on hold for 38 mins – gave up. Then I tried sending a message via booking.com app. After a while I received a response saying I should have received an email with instructions and it will be resend – sure enough I received an email with a link to a payment site. But my question on how to provide the photo ID completely ignored. I called again this time 21 min later it was answered by an answering service – whom couldn’t answer any of my questions but took a message get someone to call me back. Then I get a message via Booming.com app, asking me to email photo ID to an email address (which I was apprehensive about for obvious reasons, if I had known I needed to email a photo ID, I wouldn’t have gone through the booking). With less than 24 hours left for checking in on a busy weekend, I gave up and too the risk to email a photo ID to random email address hoping it would not be used for ID theft by the host/staffer. Then I went to pay the deposit. It warned that I must get the booking number and email used at the time of booking correct to ensure the payment go to the correct booking. But every time I put the booking number I received or the email I used for booking it gave an error. Once again being desperate as less then 24 hours before I need to check in, I used the random booking number and some cryptic email address presented by default and click next. It accepted and but added anther $4.60 as payment fees – so deposit now $404.65.
  
  Next day I had my called returned from the message I left with answering service. His name was Andrew and most courteous and professional. Listened to all I had to say and apologised for the inconvenience and assured improvements will be made based on feedback. He assured that my full deposit amount will be refunded – unfortunately this wasn’t the case. The payment fees was not included in the deposit returned.
  
  In the total fees excluding deposit included $360 for cleaning fees for two days stay. But when we got there, there was instructions to do the cleaning ourselves of risk losing money from deposit. The people couldn’t be bother with clear instructions for deposit payment, conditions of booking or how to provide photo ID, even asking for instructions repeatedly, the instructions for ‘you must do cleaning’ were very specific and clear. In fact, it was available in three separate languages!
  
  We had clear instructions to remove pillow cases, sheets etc but not to remove the quilt covers. It was clear why this was – it seems they have never removed/cleaned the quilt covers. My bed was smell of smoke and the quilt was worn/unclean.
  
  When I asked Andrew why need for deposit, additional deposit payment fees, etc not mentioned in the booking, he said Booking.com doesn’t allow it to be displayed in an obvious way. Later I found out that booking.com that has a fingerprint section (which unwind holidays used) but also has very clear booking conditions section. But Unwind had chosen not to include additional/hidden fees, need to provide photo id in an unsecure manner and the fact that you will be required to clean even after paying over $300 for cleaning in this section/option.
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  Ben (Mr JD) Added February 17, 2021

  ★ ★ ★ ☆ ☆
  A few things not supplied. Baby porta cot, fire pit. Probably could have called up but that’s not the point.

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