We stayed at the Contessa for 4 nights on the 17th Floor and although the apartment was beautifully appointed, modern and larg, it was smelly and dirty. We like a place clean but are realistic about this. The bath and sinks were slimey, two of the bathroom and kitchen floors were so sticky you had to wear socks or shoes inside. All of the kitchen draws/cupboards, were really sticky too. The pillows were smelly and stained with drink spills and the carpet also, even though some of them and the furnishings were fairly new. When our daughter smelt them she said they smell like "dirty nappies" and they did. The windows above head height were covered in finger marks and there were cigarette butts all over the balcony. The main bedroom really smelt bad and we couldn't quite get to the bottom of it until we removed the mattress protector from the bed. It was obviously left from the previous guests and the sheets were one size too small for the bed, so they kept coming out. The spare pillows were soiled too. I cleaned for several hours, and continued to clean almost everything we used as it was put away dirty. I did this as Reception was closed, but I found out in the morning there was someone that you could call after hours, even though nothing would have been done after midday. One toilet was not cleaned and I cleaned the seat to use it. The management came up many hours later and saw a clean apartment, so didn't really listen to the complaint. The kitchen also smelt of rancid cooking oils and we found frypans and fryer that had been put away with oil all over them. The Management seemed to be accommodating when 24 hours after the complaint, mopped the sticky floors, but didn't get rid of the bank up of food on the floor or offer a new protector etc.. However, they didn't hear the list of things as a cleaning staff member came to the door the next day (day 3) and abused me for complaining about an unclean toilet, because she" checked it and it was fine". We have never experienced this before from the cleaning staff so we found it very confronting and unreasonable. The Management said sorry it happened but did nothing else, just said we aren't like this. We bought extra dishwasher cleaner, etc. If you want a clean apartment, go elsewhere, we did and didn't have a problem, found a lovely clean apartment with no worries. We paid a good rate for this apartment and although it had nice views, it was dissappointing, not worth the money and their were other issues too. It was in a good location and I am sure there would be some other good hotels in that area.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 15, 2010
Murphy's law says when something starts out wrong it will continue to go wrong and get worse and worse. The guests checked in early the day after the Gold Coast V8 car races. Every apartment had been used! Extra (untrained) cleaning staff were brought in by the contractors to assist. This was the first apartment cleaned after the races. A very bad cleaning job! No excuses. The cleaning contractors were severely reprimanded and sent back to do a repeat clean. That too was a disaster. This is not the standard of our management as can be seen by the other reviews.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.