VB
Veruschka B
1 reviews | Active since Nov 2024
22 Aug 2025, 09:26
Pathetic Service
Worse holiday experience, as the unit we booked and the staff at the agency, including the owner Mandy was highly disrespectful to my family, we missed our family function due to the incompetence of the management agency. Firstly, we got horribly lost as the directions were very misleading, when we finally reached our destination, we had no hot water, we were told by Sonja that she reported the fault to management, I contacted them again the next morning and was told that I should wait. We were then moved to another unit that had no Wi-Fi, and specifications that I originally asked for as my sister had just gotten out of hospital, then we were talked to like we were beneath them; they were ****** and threw derogatory remarks to us, needless to say we will never recommend this agency for your holiday accommodation. The unit at calamari, was not even equipped with toilet paper, it was a last-minute quick fix. We were refunded for 2 nights, however the whole experience and the money we lost and the excitement we had was far from what we deserved, our holiday memories were spoilt and function missed due to the incompetence of the agency handling our accommodation.
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Gradwell Letting and Management's replyOfficial
05 Sept 2025, 12:17Dear Veruschka,
Thank you for your feedback. I would like to sincerely apologize for the inconvenience you experienced during your stay. Please allow me to address the concerns you raised:
A map with the address and directions to the complex was shared with you in advance, so we are truly sorry to hear that you had difficulty finding the location.
Regarding the issue with the geyser: the unit you were initially allocated has a remotely controlled geyser. Upon receiving your report that it was not functioning, we immediately contacted the owner. He provided a system report indicating that the geyser had been operating earlier but had since stopped. He attempted to resolve the issue remotely, but unfortunately was unsuccessful. Further investigation revealed that access to the geyser required entry to a locked room, to which we did not have a key.
To minimize further disruption to your stay, we made the decision to move you to Unit 5 within the same complex. This unit features a similar modern design and décor to your original booking. We understand and acknowledge that the need to move was upsetting for you.
Unfortunately, during the relocation process, a confrontation occurred between yourself and our housekeeper, Sonja. The caretaker of the complex, who was present at the time, in an effort to assist with access to the geyser, informed me that some unkind remarks were made towards Sonja. He felt she handled the situation professionally and with restraint.
Sonja also advised that she was asked to carry all ten of your bags up two flights of stairs, and that none of the guests accompanying you offered to assist. Had we known at the time, we would have arranged for help, but by the time she contacted me, the task had already been completed.
Following your dissatisfaction with Unit 5—specifically regarding the absence of Wi-Fi and a bath—you requested to be moved again. At this point, Sonja contacted me after just completing the managing of your luggage. Regrettably, you overheard a comment I made out of frustration, for which I later apologized to you directly. You informed me that you intended to leave a negative review, and I acknowledged your right to do so.
We then arranged a third move to another unit that included both Wi-Fi and a bath. To assist with the transition, my son met you at the unit to help carry your bags. While there was no toilet paper on arrival, it was resolved within 10 minutes.
Subsequently, you expressed dissatisfaction with this third unit as well, specifically noting the lack of an air fryer. In response, I personally purchased and had one delivered for your use. When my son delivered the appliance, you requested to return to the original unit and use the new one solely for showering. Unfortunately, we could not accommodate this request, as guests can only occupy one unit at a time.
As a gesture of goodwill, we offered you one night free due to the inconveniences you experienced. However, as you decided to shorten your stay by a day, we extended this offer to cover two nights—meaning you stayed for two nights but only paid for one.
While we deeply regret that your experience did not meet your expectations, I want to emphasize that at no point were any ****** or derogatory remarks made. We did our utmost to address your concerns and accommodate your requests wherever possible.
Once again, we sincerely apologize for any distress caused.
Gradwell Letting and Management's reply05 Sept 2025, 12:17
Official
Dear Veruschka,
Thank you for your feedback. I would like to sincerely apologize for the inconvenience you experienced during your stay. Please allow me to address the concerns you raised:
A map with the address and directions to the complex was shared with you in advance, so we are truly sorry to hear that you had difficulty finding the location.
Regarding the issue with the geyser: the unit you were initially allocated has a remotely controlled geyser. Upon receiving your report that it was not functioning, we immediately contacted the owner. He provided a system report indicating that the geyser had been operating earlier but had since stopped. He attempted to resolve the issue remotely, but unfortunately was unsuccessful. Further investigation revealed that access to the geyser required entry to a locked room, to which we did not have a key.
To minimize further disruption to your stay, we made the decision to move you to Unit 5 within the same complex. This unit features a similar modern design and décor to your original booking. We understand and acknowledge that the need to move was upsetting for you.
Unfortunately, during the relocation process, a confrontation occurred between yourself and our housekeeper, Sonja. The caretaker of the complex, who was present at the time, in an effort to assist with access to the geyser, informed me that some unkind remarks were made towards Sonja. He felt she handled the situation professionally and with restraint.
Sonja also advised that she was asked to carry all ten of your bags up two flights of stairs, and that none of the guests accompanying you offered to assist. Had we known at the time, we would have arranged for help, but by the time she contacted me, the task had already been completed.
Following your dissatisfaction with Unit 5—specifically regarding the absence of Wi-Fi and a bath—you requested to be moved again. At this point, Sonja contacted me after just completing the managing of your luggage. Regrettably, you overheard a comment I made out of frustration, for which I later apologized to you directly. You informed me that you intended to leave a negative review, and I acknowledged your right to do so.
We then arranged a third move to another unit that included both Wi-Fi and a bath. To assist with the transition, my son met you at the unit to help carry your bags. While there was no toilet paper on arrival, it was resolved within 10 minutes.
Subsequently, you expressed dissatisfaction with this third unit as well, specifically noting the lack of an air fryer. In response, I personally purchased and had one delivered for your use. When my son delivered the appliance, you requested to return to the original unit and use the new one solely for showering. Unfortunately, we could not accommodate this request, as guests can only occupy one unit at a time.
As a gesture of goodwill, we offered you one night free due to the inconveniences you experienced. However, as you decided to shorten your stay by a day, we extended this offer to cover two nights—meaning you stayed for two nights but only paid for one.
While we deeply regret that your experience did not meet your expectations, I want to emphasize that at no point were any ****** or derogatory remarks made. We did our utmost to address your concerns and accommodate your requests wherever possible.
Once again, we sincerely apologize for any distress caused.