Surfside Retreat

The actual house was fantastic. Unfortunately we could not enjoy it. This review is for Swell Stays, the company responsible for leasing the property. Arriving at the house, the hot water system had tripped with a new hot water system required. After 3 hours of back and forth online and eventual face to face with the 'site manager' we were essentially told you can stay with cold water or take an alternate accommodation. We were told we would receive a full refund and be delivered wine/chocolates the following day as an apology for the inconvenience. In the dark, we packed up our family and moved to the available house substantially lower in quality than the one we booked. No wine/chocolates were delivered the next day. Returning home, I had to chase Swell Stays for our refund. I was told we were not told by the 'site manager' we would be fully funded and the difference between the two properties would be returned. We were essentially called liars. There was no acknowledgement of the wine/chocolates that were meant to be delivered. Emails went back and forth to the point where I gave up because it was a case of he said, she said. This company backed out of what was promised and provided absolutely no compensation. We were lied to with promises to get out of the house and once we were out they washed their hands of us. We'd love to try stay at this house again but certainty not through this company.

There were some maintanance and safety issues at the property which could have been resolved prior to booking

Beautiful house