Blue Salt - Palm Beach

Regrettably this is the type of review you receive when your guests do not respect the House Rules, have a wedding after party at the property, had multiple neighbours complain about the group and hence they were asked to leave and refused. I would warn any other host against allowing Jo or her group to stay at your property – they can’t be trusted and clearly don’t care about disturbing neighbours. To address the concern on the cameras. We have 2 external security cameras which are clearly disclosed on our listing (side steps and front door). We have no cameras anywhere inside or the main deck or any other area where guests spend time. We only looked at the footage at the front door when we had multiple complaints from neighbours about people making noise at the house until 3.30am in the morning. On being confronted with this information, the guest has written this poor review. Upon booking Jo accepted the house rules and stated "We want a nice family holiday to stay to have some quiet time together and I assure you are not planning any parties - organizing this wedding 3 times is more than enough!!!" She also listed who was staying in the property and I accepted the booking on those grounds, I felt comfort with the group as an elderly couple were supposed to be staying as well. The people that ended up staying in the property changed (elderly couple did not stay) and we weren't notified. I said "As long as only the people on the booking stay that is fine and no events are to be held at the house (which are the house rules) we are fine to go ahead with the booking." Jo agreed to this. When we finally got in contact with Jo on Sunday morning she was dishonest about the number of people coming back to the house and didn't admit to breaking the house rules despite having a wedding after party at the house. She failed to take responsibility and we wouldn't have rented the house to her if she was upfront about their plans for an after party. We contacted Stayz that morning notifying them of the house rules being broken and a party being held and they suggested we asked Jo’s group to leave. When on the phone to her she wouldn't accept she had broken the house rules or accept our wishes when asked politely to leave. Jo's husband threatened me on the phone, wouldn't let me speak and hung up on me so I contacted the police plus Stayz again on this matter. He was also dishonest about the number of people who came back to the house after the wedding. He admitted fault but clearly had no idea about the house rules or what Jo agreed to when booking the house. We have been renting this property over the past year and have many positive reviews. We take great pride in providing a beautiful property for guests to enjoy and hope that the majority of respectful and honest guests appreciate the effort that goes into maintaining that for their benefit. While I am disappointed that this guest is able to publish this negative review, you can be assured that the review process is unfiltered and that on balance, the positive comments for our property far outweigh the negative. As long as you are respectful of my property, my neighbours and my House Rules I will welcome you & your fellow guests into my home.

Hello Rachael,

Thanks Steve, I am glad you enjoyed your stay.

We have a track record of many five star ratings and other guests haven't highlighted issues raised in your review. Our family and friends constantly stay at the property and we have never had a problem with the traffic noise. We also haven't had any guests experience problems with the traffic, it seems very unusual to be noisy at 5am especially over the weekend. The house is situated on a 1200sqm block with the house set back towards the top of the block with the entrance from Surf Road which is a long way from Barrenjoey Road so noise has never been an issue.  We have spent a lot of time entertaining outside and we have never had any issues with noise with all the doors open.   The no shoe rule is clearly written on our listing so guests are aware of this before they book and it is communicated again before check in so other group members are informed of this. There is a grey basket at the back door similar to the front door which can be used to put shoes etc in. Plus this can be brought inside and there are plenty of baskets available around the house that can be used to store items in.  In relation to the vacuum, we have a brand new Miele vacuum cleaner under the stairs next to the dining table which is for guests use, along with the brooms, dust mops, mops, paper towel and antibacterial wipes plus all the required cleaning products. I would have been more than happy to let you know where it was if you asked but we have never had a guest raise this issue. You might want to look properly before complaining. You also indicated you couldn't clean the barbecue due to the lack of cleaning materials which were all available in the barbecue drawer and underneath – again you may want to look properly before complaining.  The cleaning fee doesn't even cover the cost of professional cleaners and the laundry service for a house of this size.  We kindly ask people to remove the rubbish as it could be days before the cleaner comes. It is also very common for holiday rental properties to put the rubbish out and ask for all the dishes to be put away and leave the kitchen as you found it on departure.  I am sincerely sorry that we weren't about to live up to your expectations you had for your 50th birthday celebration. I left extra touches to make your stay even more special which obviously went unnoticed. I also allowed you an early check as you wanted to enjoy lunch on the deck on the day you checked in.  I promptly answered the constant text messages even when they were sent late at night. I even had my cleaners running around the property looking for a lost wetsuit that you sent numerous texts about and I personally looked for it. Finally you communicated it wasn't even at the property.  I am not sure what more we could have done to make you happier. I feel that this type of accommodation model is not suitable for yourself and your group. A hotel where you have a team of people on call 24 hours to service your constants needs and room servicing daily would perhaps be more suitable for you and your group.