Hello I never got the opportunity to stay at your place ! I’m asking again how i go about getting my refund

The pics of the property are misleading. The rooms are very basic. Dated and sparse. I arrived at 3pm and the room was not ready. I had to wait until 5pm as the cleaners were out. I never saw any cleaners and my room was never freshened for the 4 days. There was also never anyone at the front desk. Never! Had to clean hair out of the drain pipe in order for shower to drain. There was a strong smell of marijuana coming from rooms, even though it was a no smoking property. No soap was provided so I had to walk down the street at 10pm looking for some. It really was a bad experience. I was warned but had booked beforehand and the booking was nonrefundable. I'm not one to complain and I've stayed in some unusual places but I will never stay here again.

The staff was friendly and helpful, the property needs to be painted, the pool was full of leaves, the room had no Kettle, not even a little fridge, no hand soap, no small shower gel, The front desk could not even find them at times. In the advertising the room it mentions breakfast included this was not the case and i am very much upset about this fall advertising.