I booked the Aloha apartments recently to celebrate my birthday with a weekend away. We arrived to the apartment smelling like bleach, so much so that we had to open all the doors and windows to flush the smell out.
Sometime after we arrived back from having dinner that night we discovered Ants crawling around on the lounge room floor. Before we went to bed they disappeared, only the return again in the morning.
We also noticed that the bed linen was making my partner and I itch. Although we didn't have any bites on us in the morning and even though it may not have been Bed lice it might have been the detergent used to wash the sheets.
We were booked in for 2 nights but we only stayed for the one night after finding somewhere else to stay for the 2nd night.
When checking out the receptionist did ask if there was a problem and we did tell her, she was apologetic but really didn't offer any resolution other than that we should have called the call centre and they "may" have been able to help us out. Both my partner and I having only had short amount of sleep the night before did not feel like agruing the point at that particular time.
When I arrived home I did however make a formal complaint through the Breakfree website who then passed it onto the Manager of the Aloha. The Manager wrote back and although apologetic sort of made us out be liars. She basically said that when she went to expect the room it didn't smell of bleach and that there wasn't any ants from what she could see.
I don't usually make complaints very easily and although I didn't get a refund and I am out of pocket by over a $100.00. It was the tone of the letter I got back from the manager that has really made me upset.
I won't be booking the Aloha again and I don't think I will be looking at any Breakfree Resort again, even if I get a 20% discount.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 16, 2012
Please accept my apologies, in my response letter to your email I was addressing your comments and concerns and I can absolutely 100% assure you it was not intended to have any 'tone', nor would I want any guest to feel that I thought they were lying, I was just trying to point out that at BreakFree Aloha we have very high standards when it comes to housekeeping and cleanliness of our apartments and as the General Manager I take a pro-active approach by inspecting every arrival room, I just don't know where the ants came from. I am sorry that there has been a misunderstanding of communication on our part and I thank you for taking the time to write to us and review us on Trip Advisor. We take all reviews seriously and we pride ourselves on our commitment to knowing what matters and customer service. Once again I do apologise that your expectations were not met.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.