5 Whitecrest Great Ocean Road Resort - Ocean Views

Do NOT stay here at all costs - the pictures are deceiving and most of all - it is an extremely dirty place. The bathroom and toilets were not clean, there were piss and poo stains in the toilet bowl, hair floating in the bath tub and visible dust on the bathroom benches. We were mortified and we then went upstairs to find the bed sheets were not washed - there were multiple strands of human hair and we refused to not stay the night despite arriving at 730pm and scrambling for last minute accomodation. We contacted the host Carolyn and she refused to send a cleaner because it was “730pm at night” and asked us to look at the place next door, only again to find the whole place had not been cleaned again finding human hair in the bedsheets! Absolutely filthy service. We had to drive late at night to find another place to stay which was so stressful and the host said she was give us a full refund over the phone immediately. We waited the next day for a confirmation, trying to contact her and sending her messages but she did not answer and ignored us. She then wrote us a text messaging refusing to give us a refund - extremely poor customer service and they should be ashamed to call themselves a “resort” when they can’t do basic hygiene cleaning at consumer level standard. We wanted to stay in this place to celebrate an exciting milestone for us but unfortunately it was the worst experience with cleaning and Carolyn’s poor customer service and we are now trying to resolve through an Airbnb resolution. Stay away from this place at all costs unless you want to sleep in an unhygienic place!!!!

The host Carolyn from Airbnb decided to keep 50% rate of the night after customer accidentally booked the property, booking effectively cancelled within 10 mins as per written confirmation in Airbnb. Despite the host is entitled to charge a cancellation fee for booking cancelled within 14 days from arrival date. The host did not tell the truthful answer to customer that she can full refund based on her discretion, until the customer contacted Airbnb support to clarify. And the fact the host decided to keep the 50% rate for a 10 mins mistake from customer, it does not appear to be a customer service with any empathy and goodness in people. Worth to know before make the booking with this property.