we stayed at this apartment in the start of June and to say I was bitterly disappointed is an understatement, on opening the front door to the apartment and putting our belongings down, we proceeded to have a look around, the bench tops are heavily marked with what looks like hot mugs being placed on them and burning the imprint into the bench which looks terrible, not the resorts fault but change the tops to better wearing, then the floor of the kitchen had something spilt all over it and had not been cleaned up, then into the bathroom, I was disgusted, there was black mould everywhere, on the floor, walls and even the ceilings, the floors in the toilet and laundry were dirty, I rang the front desk and spoke to the duty manager and he came and had a look and then sent the cleaners in, I proceeded to show them the problem and they went about cleaning, not at any time was I rude in anyway, then a woman came to the door whilst the cleaners were there, she was the manager ( Linda ) I don't think I have met a ruder woman, she disagreed with everything I said, raised her voice to me, talked over me even though I proved to her what I was talking about.very aggressive , nasty piece of work, I felt sorry for the staff, not approachable at all, we found other problems but there was no way I was going to approach anyone, never slept at all the first night being so upset. The apartments are a great size and great views and very close to everything, the staff were great, but I would not hesitate to sack the manager, you can't run a place by bullying and stand over tactics , my family were disgusted, I would recommend you stay somewhere else , definitely not 4 star not even close, has the potential to be so much better. Very very upset.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Despite your obvious disappointment, thank you for taking the time to give your feedback.
We can remember your stay so well as we take the time to get to know our guests so that we can offer them every opportunity for their stay that they may otherwise miss regardless if here for business or a holiday.
Our housekeeping staff work very hard and the apartment you stayed in was the last one that was spring cleaned in our twice yearly schedule of 58 apartments.
As you will now be aware due to our apartments being 220+ sqm in size they do take more than the average time to have ready for our next guest as they are much larger than any motel room. Unfortunately your arrival time to check in at 6.30am was not possible as the current guest would have still been sleeping and had a check out time of 10am.
Although you were disappointed at not getting immediate access, you and your family were offered the complimentary air conditioned guest lounge which contains TV, lounge area, reading materials, dining area, luggage storage, gym, swimming pool and kitchen facility with fridge plus tea and coffee making facilities.
We stored your luggage and offered you some information on local venues for breakfast and information on places of interest in the Darwin CBD whilst you all waited for your apartment.
I am sorry that you were disappointed that we could not ready your apartment prior to the advised check in time of 2pm and although you showed your disappointment on a number of occasions throughout the day we were happy to advise you that your apartment was ready on time.
Within a few minutes of attendance in your apartment, your request for our Duty Manager look at a few aspects that you were not happy with was attended to immediately. Although nothing could be seen that you described by him or our cleaning team including mould on the floors, walls and ceiling in the 2nd bathroom, he called housekeeping back to re-mop the bathroom and kitchen floor area for you which wthey were most happy to do.
As GM I attended your apartment to ensure that the situation you had reported had been duly addressed as it was a day off for our Housekeeping Manager. On entering the apartment I was greeted by yourself and saw our cleaning team scrubbing the bathroom floor in a frenzied manner. When I asked you what the issues were you proceeded to advise that the floor was not clean enough and you had several other areas and matters that required cleaning as they were disgusting.
I am certain that although there are some minor black marks evident in the run of the grout that there was no mould anywhere in the bathroom area. Although I am pleased to report that the floor was cleaner than clean with four housekeeping staff scrubbing it on their hands and knees for the second time in a few weeks.
An an extra measure to ensure your stay was as pleasant as possible, the Housekeeping Manager attended your apartment each day of your 5 day stay during daily servicing as housekeepers were not confident to do this on their own thinking their work was not sufficient.
Our staff are fantastic, happy and dedicated. 90% of them have work with myself and the owner for more than 2 years.
We are most appreciative to receive constructive comments as it helps us to improve and do the things that are the most important for our guests, however, I am unsure why you would suggest that anyone in our team including myself would be anything but professional.
I thank you again for your input and wish you and your family safe travels.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.