Sydney Eastern Suburbs Adults Only Holidays

Hi, apologies as we had to leave in the early hours to catch a flight, we didn’t realise we had to strip linens as we weren’t told upon check in that this was required. I’m also not sure we received a welcome kit. I’m writing to raise a complaint regarding our recent stay, as unfortunately the experience was very disappointing and fell well below what we expected based on the accommodation advertised. Firstly, the room was nothing like the pictures shown in the listing. The condition and overall appearance of the room were significantly different from what was advertised, which was particularly disappointing when we arrived. The room also wasn’t clean and had an unpleasant odour, which made us uncomfortable during our stay. We expected a basic standard of cleanliness, particularly when paying to stay at a hostel. The check-in experience was also extremely frustrating. We were left waiting at reception for around 20–30 minutes with nobody available to assist us. We tried contacting the WhatsApp number provided for check-in, but received no response. Thankfully, a member of staff who wasn’t even on shift happened to help us, otherwise we are unsure how much longer we would have been left waiting. Overall, the accommodation and service we experienced did not match what was advertised, and we feel that this should be addressed. We would appreciate a response explaining how you intend to resolve this, including consideration of a partial refund or other appropriate compensa