Review

Eva Setiawati

3 days ago

I gave this property 2 stars mainly because of the location. Other than that, unfortunately, it was not a good experience for us. 1. Poor communication and delayed check-in information We did not receive the proper check-in information until around 2pm, and because of internet delays, I did not actually receive it until around 4pm. At the time, I was in Melbourne dealing with all the disruption caused by the severe weather, which made the situation even more difficult. 2. The check-in process was unnecessarily difficult When we booked, we were expecting a reasonable level of flexibility, especially as hotels often allow early check-in when possible. However, because of your strict check-in rules, my husband had to drive for 9 hours from Sydney and then wait for your email instructions. The information provided was also misleading, which meant he had to drive around the area for almost another 2 hours while trying to work out what to do. After a 9-hour drive, this was extremely frustrating and completely unnecessary. 3. The apartment does not look like the photos. We are staying in Chevron Renaissance. The photos online were misleading. When I finally arrived at around 3am due to the travel delays, I was shocked by the condition of the apartment. We paid almost $3,000 for our stay, so we expected the apartment to be in much better condition. Instead, it looked very old, and several drawers were broken and damaged. The overall condition was nowhere near what we expected for the amount we paid. 4. The 18-hour damage reporting rule is unreasonable You expected us to report all existing damage within 18 hours of arrival. However, I arrived extremely late, and I had very little time to rest because my daughter had another competition at 10am after arriving at 3am. I find it unreasonable to expect guests to inspect the entire apartment and report every existing issue within such a short period, especially when the property itself is around 20 years old. You should already be aware of the condition of your own apartment and the existing wear and tear. I have stayed in many serviced apartments, and I have never experienced a property where guests are made to feel responsible for inspecting everything and following so many rules to avoid being blamed for pre-existing damage and get fined. We paid almost $3,000 to stay here — not to become your housekeeping or maintenance inspectors. 5. Not enough basic supplies We stayed for 5 days and 4 nights, yet you provided only one sachet of dishwasher detergent. Honestly, I was wondering whether guests staying for just one night would receive only a drop of dishwasher detergent! For the amount we paid, I think providing a reasonable amount of basic supplies should be standard. Overall, while the location was good, the communication, check-in process, condition of the apartment, unreasonable damage-reporting requirements and lack of basic supplies made this a disappointing experience. The property needs better maintenance and a much more guest-friendly approach as all communication only by message.

Katie Meese

4 days ago

The location is the winning point here. The dual aspect views over the beach and back towards the town are fabulous. A 2 minute walk and you’re on the pale straw coloured beach. Go the other way and a 5 minute walk to the brilliant and cheap tram system. Handy for walking to all the shops, restaurants and bars too and heaps of Lime bikes on hand to hire for exploring further a field. The apartment itself is ok but a little tired now. It could benefit from a spruce up but is still a good space. Some basic cleaning products would be appreciated - dishwasher tablets, surface spray etc. Good indoor leisure facilities - heated pool, sauna, spa and gym. Unfortunately the outdoor pool and BBQ area were closed for repair when we visited. Overall I would recommend. I stayed with my two teens.

Jay Chung

5 days ago

Communication was great, very easy process for key pick up/drop off.

Peter Dearth

7 days ago

Everything was as described. Key pickup was easy and instructions to the parking made everything so smooth. The room was amazing, clean and everything worked. The views were spectacular and the facilities in the complex were great. Add the proximity to everything at Surfers and we could not have asked for more.

Kate Lindsay

8 days ago

Great location. Across from the beach. Good facilities. Would’ve been nice to have access to beach towels given the location and a better supply of basics - soap and shampoo/conditioner. Given the price, would expect these basics should be supplied for a 4 night stay.

Maria Olive

13 days ago

Such a comfortable apartment in a superb spot! Close to everything and the view is ever changing. We thoroughly enjoyed our little visit

Cristian Serban

15 days ago

Great view and great apartament

Xiaomei Yang

18 days ago

We stay at soul apartments in August , the locations is perfect at waterfront, apartment is nice and clean, will back again next year.

Brooke Seddon

18 days ago

All information for collection of keys to check in and check out was seamless. Every aspect of the advertising was bang on and will be using this service again. The hotel was exceptional and facilities rated very high. Location was perfect. Thanks for making every step of my booking very easy and user friendly. We were all very happy with our stay.

Kellie Darby

18 days ago

Accomodation was clean and very well presented. Central to everything with easy parking. Communication with HRSP was straightforward and responsive. After hours Key pick up and drop off was easy. Highly recommend. Will definitely be staying again

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