Retreat Sandcastle - Cairns Beaches

Hi Jame, We did try contact you a couple of times during you stay to check that everything was OK and didnt hear back from you. We would have welcomed the opportunity to fix anything you were unhappy with. Could you please let us know what specific cleanliness and maintenance issues you are referring to so we are able to action them as we have never had any negative feedback about this is the past. Almost all our other reviews are 5 stars and we have never had a 3 star review before, so this is of great concern to us.

Hi Nida, Thank you for leaving the house is great condition. We hope you visit us again in the future. Regards Deb Marsh

Dear Blair, We are so glad you enjoyed your stay and we hope to welcome you back again soon.

Dear Paul, I am sorry you feel this way and understand that the noise from the building site must have been a disappointment, however we have no control over what happens on adjoining properties and we bent over backwards to offer solutions for you. I offered to move you totally to another waterfront property, whilst not absolute beachfront, it was a beautiful home across the road from the water. I must also state, that despite what the owners next door told you, we had no notice that construction of this nature was starting during your stay and had no idea of the noise level. Your inference that the facts were otherwise and that there was no transparecy is totally unfounded. I also note that we were given notice in May only of the demolition and asbestos removal next door and not of any construction commencement dates. We ensured no-one was at the property during the time the asbestos was removed and the entire property was covered and taped off during this process. At no time did you mention the cot mattress was missing and we would gladly have dropped one to you immediately had we known you needed it. At no time did you mention that you were unhappy with the level of compensation we offered for the noise. Unfortunately we have no control over Telstra wifi service and dropped you a replacement portable modem as soon as possible after we were aware of the issue. We had to wait to be fitted into the Telstra schedule for line repair which was out of our control. The roller door was damaged by previous guests and we had to wait for an insurance claim and a new motor, which has since been replaced. We have been holiday letting this home for many years and have never had a complaint regarding aircraft noise before. The Cairns CBD and most of the other beach suburbs of Cairns have far greater exposure to aircraft noise. The property continues to receive amazing 5 Star reviews on many sites, and I am sorry that given the unfortunate timing of your stay, you do not concur with the majority of our guests.

Thanks for the feedback. In five years of renting the house out we have never had anyone comment on the cleanliness of the house except very positively. We are sorry about the baby's bottle - it must have been left by a previous renter - we will talk to the cleaner about this. The wireless network has been put right - and we understand that the renters were offered alternative wireless access. We love our house in Cairns and are very sorry if others do not feel it is perfect - this is what we try to achieve.