Reviews of Mooloolaba Beachfront Apartment in Sandcastles

Thank you for your feedback. We are sorry to hear about your experience and any confusion that may have arisen. We do wish to clarify that your reservation was made after hours, outside of our regular office operating times. In such cases, all booking platforms, including Booking.com, automatically provide guests with our full contact details, including after-hours instructions, immediately upon confirmation. We understand that delays in communication can be frustrating, especially when travel plans are involved. However, key collection instructions and booking confirmation details are promptly issued once a reservation is secured. If this information was not received, it may be worth checking any filtered email folders (such as Junk or Promotions) or reviewing the Booking.com confirmation email which contains these important details. As the booking remained active and the property was held for your stay, the standard cancellation and no-show policies—clearly outlined at the time of booking—were applied. That said, we were sympathetic to the situation and, as a gesture of goodwill, we refunded the second night of your stay—even though the booking was not cancelled or rebooked. We always encourage guests to reach out to us directly if any uncertainties arise so we can assist promptly and ensure a smooth check-in experience. We regret that we were not contacted prior to alternative arrangements being made. We hope to have the opportunity to host you in the future under better circumstances and assist with a more seamless stay.

Thank you for your feedback. We are sorry to hear about your experience and any confusion that may have arisen. We do wish to clarify that your reservation was made after hours, outside of our regular office operating times. In such cases,… Show more

Thank you for taking the time to leave your feedback. We’re sorry to hear the TV in the bedroom wasn’t working as expected. Had we been made aware during your stay, we would have been more than happy to attend to it right away. Regarding your check-in experience—we understand you arrived just 15 minutes before the 3:00 PM check-in time. While we absolutely aim to welcome all our guests with warmth and flexibility, we do have to draw the line somewhere… and that line is usually drawn quite clearly at 3:00 PM (how else does one say “check-in is at 3”?). That said, we take on board your feedback and will remind our team that a friendly tone goes a long way, even when delivering routine information. Thank you again for your comments—we genuinely appreciate them and hope to have the opportunity to host you again for a smoother experience.

Thank you for taking the time to leave your feedback. We’re sorry to hear the TV in the bedroom wasn’t working as expected. Had we been made aware during your stay, we would have been more than happy to attend to it right away. Regarding … Show more