Solaire - We Accommodate

The location is good and the room is big, but it needs more cleaning. Check-in was a bit of a hassle, and the woman on the phone was really rude. We checked out a week ago, and the $300 bond still hasn't been credited back to our account. Customer service was really disappointing, and the stay was stressful. If you want a smooth stay, think twice before booking here.

The apartment is a good size, the price is good, and the kitchen and location are good too. That's where the positives end. There was old dust everywhere, and we spent the first two hours wiping down surfaces just to make the place usable. The fan was caked in dust that hadn't been wiped for many months. The windows and doors were dirty. Some of the glass was dirty outside, which I could understand to a point, but after cleaning the outside of the glass doors, I saw the inside had been wiped with a dirty cloth. That was why it was so hard to see out. The lounge pillows were stained with sweat and, judging by the colour, had been that way for months. I've never stayed somewhere that made me feel I needed shots on entry to avoid disease. Management should be ashamed. At check-in, we got a letter telling us to remove rubbish and wash dishes or be charged for each. I assume that's the only way anything gets cleaned here. When I spoke to reception, they first tried to blame the construction. I showed them a photo of the fan and got a blank stare. I asked them to arrange cleaners for the following day. They said they would, but nobody came. The bed was very uncomfortable, and the apartment needs a refresh and general maintenance. If the owner is paying property managers any cleaning fees, I'll be asking for a refund.

The location was great, but the apartment was filthy and worn out. Mould covered the blinds and was growing in all the air conditioners. The bedroom unit didn’t work, some side lamp bulbs were missing, and the remotes had no batteries. The shower had hair and soap scum, the bathroom tiles were stained, and the fan was thick with dust. The blinds barely worked and let the sun through because they were so worn. Under the Liu ge there was a disgusting mess of dirt, crumbs, and bottle tops. The lounge had burn marks all over it. There were no quilts, just a throw and a sheet, so we were cold, especially with the aircon running. I complained at the counter, but they offered me a vacuum to clean it myself and said they were fully booked, so they couldn’t move us. Nothing was done to help. Staff said they were only part time and that complaints should go to the manager. This really put a damper on our holiday. Avoid this place. The photos we took would make you sick.

I spent two days in an unclean room and asked for compensation, but that part of my request wasn’t dealt with until checkout, after I followed up by email again. I’d initially asked for the room to be cleaned and was told a cleaner would come that day, with an apology. Nobody showed up. I emailed, and a cleaner arrived the next day, but I never got any reply to that email. The rooms aren’t clean and communication is poor.