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Bridget

Poor customer service - do not stay here!

1.0 of 5 bubblesReviewed 16 Feb 2020
Hosts have poor customer service and clearly have no interest in interacting with customers. Listen to the other reviews, staying here is not worth the hassle of dealing with these people.

We had an issue with payment and when speaking with Steve to get this resolved, he was extremely rude and unhelpful. Do not understand why people work in customer service if they have no communication skills or desire to interact with people.

Cottages are close together so there's a bit of a privacy concern as you can see into them with the curtains open. You can hear every sound from the other cottages, so not exactly peaceful and relaxing.

"Breakfast Hamper" is some bacon and eggs enough for one person, with some old spreads in the fridge.

Hosts are unhelpful and rude when addressing customer concerns. The guests before us arrived 15 minutes before allocated check in time and were turned away.
No value for money, everything came at an additional cost. Never before have I had to pay for extra towels. Early check in/late check out charged at an extra $50/hour, absolutely absurd.

There was a charge for cleaning if any dirty dishes were left in the sink or if the BBQ wasn't cleaned. I totally understand this to an extent, but the point of staying and PAYING for accommodation, is that these facilities, within reason, are available.

If you do no cleaning of dishes etc, why the need for the additional charges for early check in/late check out? Not like you need the extra time...

No clear check-in point, and on check out, the key is locked in a lock box. It's as if the hosts wish to have as little interaction with the guests as possible.

The pool area is close to all of the cottages and the sound travels, so say goodbye to any chances of having a nice relaxing time.

All these hosts are interested in is money-making. No customer services skills whatsoever. Need to seriously evaluate whether this is the business for them.

Would not recommend staying here, plenty of other, much more friendly accommodation options in the area.
Date of stay: January 2020
Room Tip: Avoid staying here.
2.0 of 5 bubblesLocation
1.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
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Reviewed 2 February 2020 via mobile

I had booked a one night stay in February 2020. My family and I were so looking forward to staying at Unlax, especially reading all the positive reviews.
We were attending an event that started at 1pm, (and check-in is at 3pm) so I emailed the owners two weeks in advance, as a courtesy to let them know we would not be able to check in until later that evening. I asked if it were possible to leave one vehicle onsite from midday so we wouldn't have to move vehicles or carry luggage to our cottage late at night.
The owner Steve replied, saying 'We would not be able to accept this' and that no vehicles were to be left at the property until check in time at 3pm. We were not asking to access the cottage at all, just park our car safely off the street and out of the way of other guests.
I replied to Steve, saying how disappointing this was and poor customer service.
His response was to completely cancel my booking with the most sarcastic email I've ever received from a professional business owner.
Poor form Steve. It appears the other negative reviews on here were spot on!! Plenty of other affordable, far nicer accommodation in the near vicinity with impeccable customer service, that let you park your car, store your luggage, use their facilities etc etc prior to check in.

Date of stay: February 2020
Trip type: Travelled with family
Thank winenot79
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 21 July 2019

immaculately clean , The host ( Steve) was so nice and made us feel than welcomed . Couldnt ask for more .
Highly recommended , would definitely come again !!

Great Value for money , cheapest than most in the area

Date of stay: July 2019
Trip type: Travelled as a couple
Thank Mohamad A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 7 May 2019

I hada firm booking, credit card confirmed, for a Saturday night. It appears when hotel realised a concert had been announced for that weekend, they cancelled my booking for no given reason then re-issued the room with a 2 night minimum for that weekend. Definate "price gouging"at its worse. How can you trust this Hotel!!!

Date of stay: April 2019
Trip type: Travelled as a couple
3  Thank Davidov21
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 9 January 2019

What a wonderful 4 night stay we had at Unlax. We absolutely loved the cottage and our whole stay was so relaxing.
Both Natalie and Steven were really helpful and made booking and settling into our cottage a very easy and pleasant experience.
With kangaroos outside our accommodation, the birdlife and the pool, this really was a secluded stay in a natural environment.
We would definitely return to stay at Unlax should we visit the Hunter Valley again, and we definitely had a very positive experience. We have already recommended this accommodation to our friends and family.

Date of stay: December 2018
  • Trip type: Travelled as a couple
    • Value
    • Rooms
    • Service
Thank Katharine W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 4 January 2019

We had to cancel our trip here. We’re told in writing we would get a full refund. Over Two weeks later rang again were told it would take another 2 to 3 weeks. They then became abusive and said you aren’t getting your money!!
Very disappointing.

Date of stay: January 2019
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
2  Thank Dadthecrab
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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