Cove Studios

Trip.com itself was fine and have been good to deal with. However, I would like to make a complaint against the Cove Collective hotel. When I arrived at the address I was confused as their was no reception or anyone to help with what room we were in or checking in etc. They do not even have a reception desk on the property or anyone to help/talk to. After walking around the property for 5 minutes I saw that there I saw an old sign with a mobile number on it to call – I rang the number and it was a lady named Donna that doesn’t even work for the accommodation company - and she had to provide me with the offsite accommodation company's phone number. After this non-existent customer service, upon checkout they have then discriminated against me on the grounds of a medical condition that I have and demanded that I pay them a large amount of money. We have used Trip.com in the past and always enjoyed our experiences at the hotels you have provided for us. Medical discrimination and then trying to rip off their guests with ridiculous bills for items that were not even damaged is not fair. I would like my complaint recorded and my recommendation is that trip.com not use this hotel for bookings in the future. I look forward from hearing back from you about this matter

Cove Studios, was the worst hospitality experience I have ever had, they just take your money and then don't care about your stay. There were a few positives, good location and lovely cleaners who were helpful and did a great job, but the rest of the stay was not pleasant. The terrible customer service is the main issue: 1. Poor communication - no e mails re check in, I arrived at the property not knowing it was self check in, with no code for how to check in to my room. It was pouring down with rain and I was stranded with my luggage. Could only access the room because I arrived at the same time as the cleaners. 2. Poor customer service - when I called to find out about the check in the team member on the phone was not apologetic and did little to help, she really couldn't have cared less. 3. Poor communication about debiting my account - they would take money for the room out of my account with out any real notice. I had already paid for the room in full before I arrived, but they also decided to take a $200 security deposit from me without any warning - not great when you're trying to manage your holiday funds. 4. Room and resort were very poor standard for price paid per night, dirty pool, dead plants, dark rooms, old doors which are hard to lock, basic facilities. 6. Advert looks like breakfast is included, it is not. They send you a link for a website for where you can order breakfast - when we clicked on it it was a inactive URL. 7. As no staff are on site, there is no bag storage, I had to pay $20 for this in Byron Bay town. This is not made clear in the advert. 8. No information in the room about the resort or its facilities, wasn't even a wifi code to use! Communication seems to be their real issue.