Bay Lodge

房間臟的要命，建議自己帶毛巾和床單，各種扣款條例，早上9點必須退房晚了罰錢，房間打掃乾淨，要不罰錢，床單枕頭上全是油。與其提心住那不如多走26公里住 Monkey MIA resort

Stayed in the three bedroom poolside apartment with family. Apartment was everything we needed... beds were comfortable, fully self contained kitchen was spotlessly clean with brand new appliances. Aircon kept unit at a great temp when it was 40° outside. Best location and apartment complex had wonderful outdoor areas including BBQ spaces and a communal pizza oven. Owners were great to deal with and very accommodating. Awesome value for money. Will definitely be back.

I have had the worst customer service experience possible trying to deal with this hotel. I made a booking on 02/08/2023 at 9:48pm on ***********. The next morning I realised I had made the mistake of booking for the 5th of August rather than the 5th September which I completely understand is my mistake. I phoned the hotel at 9:17am (Western Australia Time), 13 hours from the time I booked. I was told that because I booked on *********** and it was less than 48 hours till the check in date I had booked, that I could not change the dates or receive any refund and had to re-book the room. She then stated I would have been able to do these things if I had booked directly, placing the fault on booking.com's conditions. I knew this not to be true as when cancelling through *********** you can request cancelation fees to be waived, especially if you are still wanting to stop at the hotel. It also clearly stated on my booking that Bay Hostel handle the payment as shown in the pictures attached. I asked if there was anything I could do as I still wanted to stay at the hotel to which I was told "It is policy, thanks you calling" and she hung up and sent me a text with a link to their website to book another room. I tried to phone back 4 times after across 20 minutes which went to voicemail twice and picked up and immediately hung up twice. On the firth attempt, the manager picked up. Rude and aggressive was an understatement. I was told that: 1. It's their terms and conditions and I needed to deal with that, to leave him to run his business, 2. They honoured their side by keeping that room for the dates I booked (for 13 hours) so held their side of the deal 3. He was too busy to deal with my issue and complain 4. I was trying to break the terms and conditions so it's all on myself (like I said, I understand it's my mistake) and he didn't care - which he stated numerous times Throughout the call he spoke over me, didn't not even try to listen and was shouting aggressively. Just like the first woman I spoke with, hung up. All just so they could keep $140! Never have I met a hotel so unwilling to help a customer. Do not even try to deal with this hotel. Further notes: I had the same situation with Ningaloo Coral Bay Backpackers with the same terms and conditions on *********** and they were more than happy to waive the cancellation fees and rebook our stay. They even phoned back to say I had only cancelled one bed not the two I had booked. Proper customer service!