Surfcoast Holiday Rentals Torquay - Torquay, Victoria

Jemmaax

We booked here for our anniversary, staff were so incredibly lovely, sue specifically. When we first arrived they were very welcoming and drew us a map of restaurants and places to go to. When we got to the room we were not happy because it hadn’t been cleaned properly and due to my extreme asthma and health reasons we need an extremely clean room. We called and within 30 minutes Sue met us downstairs and moved us to a beautiful clean room, the view was great. The room was clean no odor at all. The pool and spa was definitely a highlight: Service was definitely 10/10 and we will most definitely be returning due to our room and mostly service.

Jassay

We booked and paid fully for a beacfront resort Torquay for a family of four . The advertised studio suite ticked all our boxes. To our dismay, we found out the studio suites is lived in by it's owner, hence it was an air bnb experience which we never want to live in after our first air bnb experience in Queensland. It was not advertised as such, or we will have not booked into . Hence we felt cheated to have paid so much for an air bnb experience. Two of the cupboards were chain locked, giving us little space to organise our belongings. It was also such an eye sore to look at the chain locked! Another cupboard was filled with things which was no use to us but was cleared upon request. The kitchen spaces were all filled with unnecessary owner's crockery, leaving us no space to organise our pantry stuff which we brought to prepare meals. The sofa bed's mattress were so springy that it would be more comfortable to sleep on the floor!. The floor mat in the kitchen were dirty and sticky to our feet. The carpet was also not cleaned enough. Will never book anything via Surf coast Holiday as we do not wish to be cheated again. We would however like to give credit to Ms Michelle, their housekeeping customer service staff. She is the first ever customer service personnel we have come across (since moving to Australia 10 years now ) who knows what customer servicing is. All customer service personnel should learn from her . She did her best to make our stay in the studio unit as comfortable as she could in her friendly and warm welcoming tone. Thank you again Mitchell.

C Tredway

Screen door off the hinges totally, dishes dirty, not enough dishwashing detergent or garbage bags (1 of each, 4 night stay), informed we could use all resort facilities but untrue, dirty carpet, two beds pushed together to make a king bed (!!), gave us the key to a different room which locked us out of ours, the digital access cards don't let us into gym etc, no wifi, bath clogged and didn't drain during shower, the windows aren't cleaned and have writing on them (so dirty!), bathroom smelled like wet dog on arrival. TV remote batteries were flat, no casting capacity (couldn't get any of the new phones to connect)

Awful! Do. Not. Bother.

Staff were lovely though.

DA

We booked through this company for white water apartments.

Called up at 12:18 to check with front office to see if we could check in early, staff member jacinta said housekeeping still needed to clean the room and therefore we couldn’t have an earlier check in. We called again at 1:36pm and Jacinta let us know that our room was ready for check in however, upon arrival
- The floors had not been vacuumed
- Draws and cutlery were filthy
- Half of the pot plant outside had soil tossed onto the ground
- Fujitsu aircon blows hot air
- Fans don’t work
- Safety hazard in the shower (broken glass which they’ve used a slab of tape to hold together)
- Front door and hallway light don’t work
- Dishwasher didn’t work
- Wifi does not work so be prepared to eat up your 5G.
- No cameras in the elevator or HALLWAY
- Clock is out of battery
- despite us having to wait “housekeeping” to clean our room prior to check in. We called Jacinta again and told her “why we had to wait to check in if housekeeping didn’t even clean the room” and her HOSTILE response was “im gonna have to check with them” she said she would call me back and didn’t. 20 minutes pass and someone from housekeeping arrives to our room and says “did you need a vacc?” Minding you we had already VACUUMED our own room because it felt disgusting to be stepping in sand and broken Pringles. We told her that we vacuumed and she scratched her head and goes “oh” then goes on to say “cool” and walked out. No apology for the filthy room from housekeeping nor Jacinta. Very poor service. Don’t bother wasting ur money unless you want to sleep with the bed bugs.

R ROY

Deceitful booking office. Unhelpful and poor customer service. Will never book anything with them again.
we paid the balance of $2100 by end of November and at not stage did they disclose the restaurant / bar facilities had shut a month prior. They waited till they got the balance end of November then sent an email dec 21 telling us restaurant was closed leaving us no time to book anything else or get our money back. Very limited maintenance, no customer service. I had to call second last day of our stay and demand some clean towels as the shower leaked and would flood the floor and the 2 towels they initially supplied is all we had to mop up. Only because I called them and gave them a mouthful did they drop some towels off. The freezer needed severe defrosting, the carpets were filthy, every night moths would get in, like lots and lots of moths, they claimed the beds were queens..they were doubles. Insufficient kitchen utensils where I had to go purchase bits and pieces which I then took home obviously. The couches were ratty and torn, the aircon filters were black, the tv had poor reception, and terrible phone coverage. This place was terrible. They are deceitful people and the manager David is a real piece of work.
Terrible place to deal with. Would not recommend.
We are in the process of contacting the ombudsman. These people and David are thieves. He just doesn’t bother to reply to emails or anything. It’s amazing how so many people have said the same thing about this office and David. Bunch of incompetent idiots

Joshua Tuddenham

The resort was fantastic and the staff at surf coast rentals were quite nice and easy to deal with.
I however had the unfortunate experience of dealing with the owner of surf coast rentals, David. David called to inform me that one of the rooms that I booked had too many people in it for covid rules, which we were not made aware of by the company prior to checking in (I rectified this immediately). David was incredibly rude, disrespect and down right disgusting on the phone, he constantly belittled me, asking what planet that I had been on for the last 2 years and threatened to throw us out of the resort. Meanwhile I was in my own hotel room, putting my 6 month old child to sleep, so was in no way aware of what was happening in a separate hotel room. David is incredibly unprofessional and is incapable of holding a conversation without being ill-tempered and horrible mannered, he even went so far as to tell me he has a photo of us in the hotel room and sent the police to my hotel room. He has threatened to sue for defamation if I made a post about this, but everyone needs to understand what level of human that they are dealing with whilst booking through this company. I would recommend finding alternate companies to book through, or run the risk of having to speak with such a horrible person.

Joel Peacock

Townhouse was dirty on arrival and I spent the first 1/2 hour of my holiday cleaning the kitchen sink , the fridge and washing sticky benches down. The BBQ was grotty and had a drip tray full of rancid fat and old chop bones. The biggest joke was when I complained and cleaner came to clean the BBQ he still left the full drip tray there!
I also paid $175.00 for linen hire (4 beds) and the beds weren’t made up and still had dirty doona covers on from last occupant. On complaint I was informed they don’t make up the beds in peak time as the cleaners don’t have time! What a complete Rip Off.!
I have now sent 2 emails in the past week asking for my cleaning fee back but as expected there has been no response.

In a follow up to my review I have now received a email from the manager of Surf Coast Rentals apologising and offering a refund of the cleaning fees.

Melanie Vassallo

We stayed at this great property for almost 3 weeks and it was fantastic. Perfectly situated on Bell St, with lots of restaurant options at your doorstep. Only a short walk to the esplanade and Torquay surf beach. We were a family of 5 and the house has everything you need for a great family stay. Surfcoast Holiday Rentals were so easy to deal with, they had the keys ready on arrival and were super helpful in getting a house for us at short notice. Would absolutely use them again to organise a stay along the Surfcoast and Torquay.