Villa Vaucluse Apartments of Cairns

The manager was rude from the start. She was blunt on the phone, hung up on me, and didn't answer when I tried calling back. When I saw her as I was leaving, the way she looked at me made me uncomfortable. I also didn't feel my privacy was respected, as it seemed someone had entered my apartment while I was away. I left early and made sure the room was clean and tidy. At about 9:30 the next morning, I noticed a $61 charge on my account. When I called, I was told it was for a “mess” on the bathroom vanity, then that a little face mask product on the basin could stain it. I questioned why such a small mark warranted a $61 charge and explained that it was a standard water-based exfoliating mask that couldn't stain anything. During that call I was sworn at and called names, then the call ended abruptly. I kept records of the interaction, including a recording, and referred the matter to my bank. I've also asked the booking platform to review it. Based on what happened, I strongly recommend avoiding this place. I had to repost this because my first review didn't appear publicly. I hope other people can make sure their experience isn't hidden when they share it here.

The reviews turned out to be right. We got unpredictable communication, a military style tone, and someone entered our unit without warning while we were out. The stay was much more of a lesson than a pleasure. Don't say I didn't warn you.

Guests are expected to clean the room, take out the rubbish and return the key in a particular plastic bag, or pay $15. Given the high prices, that's a ridiculous amount of work to leave to guests. After I gave honest feedback, the host sent me a direct message calling me stupid. Completely unprofessional and offensive. I booked this apartment for my elderly parents, who don't speak English. The check-in details arrived very late, there was no reception staff there, and no one answered the phone when they needed help. I had to call several times from another city just to get them into the room. Soon after, the host called to blame them for taking an “extra” key and parking in the wrong spot, insisting there were “clear instructions” while ignoring how confused and helpless they were. If basic hospitality, respect and decent customer service matter to you, stay away.

The apartment itself was in good condition, with fine furniture, a nice unit and a convenient spot in town, an easy walk to places. But the service was massively lacking, and there are plenty of other options in Carins. I wouldn't come back at any price. We booked three days. Things felt off when my girlfriend called to confirm within the requested 48 hours before arrival and got a nasty response from Gina. The two safes at the front door make it obvious to passersby that tourists may be staying there and could be targets. When I had trouble logging into the wifi, Gina gave me attitude instead of helping. There were rules on random notes around the unit that weren't in the binder on the coffee table, where I expected to find the guidelines. Both the living room and bedroom air conditioners had motion sensors and shut off after a few minutes. The living room unit stopped before it made the room tolerable or reduced the humidity. My girlfriend doesn't like air blowing on her while she sleeps, so I tried using the living room unit, but it switched off almost immediately and we baked in tropical Cairns. When I adjusted it, she took all the blankets, and I shivered without any spares. After the earlier interaction with Gina, I didn't ask for more. We left the air on when we went to the Reef. Gina entered the unit and left the living room's sliding glass door wide open, with no way to keep an intruder out. She said the room needed to be “ventilated.” I think she didn't want to pay to run the mini-split during the day. I own ten mini-split units at home and understand they work best at a steady temperature and can cost more when temperatures go up and down. Gina said a two-meter wall behind the unstaffed pool would stop anyone entering, but I wasn't convinced. She also claimed the tiny screen door lock would keep an intruder out. I want the unit secured, and the screen door shouldn't be left open. It was 30C with full humidity during winter daytime in Carins. I pity anyone staying in summer unless they like heat and humidity. My girlfriend tried raising the issue with Expedia and the proprietor, without effect. Expedia rejected a refund request that she hadn't made. She only wanted someone to hear her, and neither Expedia nor Gina listened. I'm posting this in the hope people will pay attention to GIna's attitude.