Brighton on Broadwater Shores

I was delivering something to an apartment, and the customer told me to leave it at reception. The receptionist was very rude, saying "delivery people" should bring boxes and that keeping the item safe from damage wasn’t her responsibility, even though it would only be there for five minutes or less. It felt disrespectful and like she was making a storm in a teacup. Edit: I don’t see how mentioning someone’s physical traits is racist when I was trying to identify the person who caused the problem rather than blame the whole business. Maybe you should learn to approach people by introducing yourself, for example. The reply has been deleted anyway. They also lied when they said the customer told me they were on their way to the lobby. They didn’t. The customer said I could leave the delivery at the front desk, not that I should wait downstairs. Learn to speak to people before being rude and lying to protect your reputation. Terrible service.

We stayed for 7 nights and paid over $2,100, then found an unexpected $80 cleaning fee charged to our card. We’d never encountered this in other Australian apartments for something as minor as a few dishes in the sink and rubbish bags neatly gathered in one place. Even if it took extra time, we think it would have been no more than 10 minutes. They still said that justified the fee, without giving us any policy or standard beforehand. We checked the emails sent before and during the stay and found no mention of it. We thought the handling was inappropriate and asked for a refund, but were refused. The payment also appeared under “Dekker Holidays” rather than “Brighton Shores.” I don’t know why, but that name is registered to an address in Sunshine Coast with postcode 4564. We’re sharing this so future guests can make an informed choice. We won’t return because we don’t know what other surprise fees might come up. We were deeply disappointed, and intend this as a public-interest warning, not an attempt to defame the property.

The room hadn’t been cleaned after the previous guest or owner. The rubbish was still there and the dishwasher hadn’t been unpacked. We also found out about renovation work from a sign in the lift, with no warning for potential guests. We tried to cancel, but management refused. I found the staff rude and acting as if they were in their own world.

We spent 10 days at Brighton Shores and raised several problems with the managers, but nobody has contacted us about them. We’d hoped to make this our base for getaways during the year, but are now reluctant. The aircon filter was so clogged with dirt and dust that my husband had to vacuum it out after emptying it first. It was giving me sinus trouble. The bottom sheet had a large mildew stain and needed changing. On arrival, the bathroom sink was blocked, but my husband cleared hair and got the water draining. The toilet seat fell off and had to be left off. The outdoor chairs had rusty, uneven legs.