The Holiday Lodge Hotel is THE WORST accommodation experience I have ever had. When we booked the hotel, we understood it was budget accommodation. However, we expected basic requirements such as cleanliness to be met. The venue is disgusting - the carpets are stained, the bathroom walls and soap holder are covered in mould, parts of the carpet are lifted (extremely hazardous), the beds are creaky and covered in rust, the lounges have stains all over them, the television did not work, the bedroom light flickered, there was no quilt provided for the beds (despite overnight temperatures of less than 10degrees) and many more issues. Despite all of these inadequacies, the customer service provided by this establishment is by its most disgusting facet. When the initial booking was made, management advised that a bond must be left. It was agreed that if a credit card/debit card was provided, this would be a sufficient. At 930pm, the Manager Sally approached the room and informed me that a credit/debit card was no longer sufficient and I was to provide $300 to them immediately for the bond. Sally openly admitted they had tried to withdraw the $300 from my account and it had failed. It was then that I firstly realised I had accidentally provided my expired card, and secondly, that they had attempted to withdraw money from my account without my knowledge. Due to this mistrust I decided to leave a cash deposit on the condition that the cash was refunded immediately once I checked out. Sally informed me they will have to check the rooms before our bond is reimbursed and this could take 'hours'. I said I was impediment on staying until the room was checked and the bond reimbursed. Sally the 'MANAGER' informed me, that she will not be available until 1030am to reimburse the bond as it is 'too early' for her!!!!! Sally then accused myself and my friends of having marijuana in the rooms, claiming she could smell it. This was completely false with no supporting evidence and I offered for the police to be called immediately to search for the illegal substance. Unsurprisingly, Sally did not pursue the matter any further. However, we could hear her continue to openly accuse my friends and I in the hallway throughout the night and next morning. I was suspicious of malpractice, and adamant to keep the rooms in perfect condition to ensure there was no reason for the bond not to be reimbursed. On checkout, the rooms were in the same state as arrival - the only difference a small (3cmx3cm) patch of water on the carpet from wringing wet hair and dirty towels all gathered together in a neat pile. A 'be back in 15' sign was on the reception counter, so I waited 20minutes. I then rang the bell on multiple occasions to no avail. Fifty minutes later, Sally came downstairs and informed me that I would not be receiving my bond back because the towels used are now dirty and there's also a wet patch on the carpet. I said this was outrageous, they cannot hold $300 for 'dirty' towels and a water patch. Sally said they needed to assess the damage from the water and to the towels before I could be reimbursed my bond. She estimated the damage to be around $50, so I demanded I receive minimum $250 immediately and appropriately receive the remainder once assessed. After much debate and foul language, Sally finally agreed. When I mentioned the mould, carpet stains etc, Sally the 'MANAGER' sarcastically told me to go ahead and tell the department of health and safety.I would not recommend ANYONE to stay at this venue - the backpacker venues within 500metres of The Holiday Lodge are of a higher standard, so there is still budget accommodation available within the location. In summary, the venue is poor, the customer service is disgusting and I do not trust this establishment at all - so much so, that I have cancelled my Visa Debit card in the fear that further withdrawals are made by the hotel without my knowledge. Please also note that prostitutes were frequently in the hotel.
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