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Thanks for your review

Thanks for your review. It is unfortunate that the Reef Retreat did not meet your expectations. As per the information contained on the web site that you booked through the Reef Retreat is self-catering accommodation and daily housekeeping is not included in the room rate but can be arranged for a small fee. Guests staying 5 nights or more receive a mid-stay service with linen and towels changed. Clean towels are available from reception at no extra charge should they be required. Swimming is allowed at the beach in Palm Cove and there are always plenty of people in the water. Yes there are crocodiles in Far North Queensland which is why there are signs warning people about the possibility, that is done as a safety precaution. There have been no crocodile sightings in Palm Cove at all this year.

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Thanks for leaving a review and advising of your experience. We value your feedback.

Thanks for leaving a review and advising of your experience. We value your feedback.

Thank you for your feedback

Thanks for your review, we are pleased that your stay was an enjoyable one

Thanks, we are pleased that you had a good stay, hope to see you again

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Thanks Steve,We are glad that you enjoyed your stay with us, the amenities and the Palm Cove Village atmosphere! BEst wishes for 2024.

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Thanks AlexanderWe are pleased that you enjoyed your stay, our location and facilities. We are glad that you had a safe journey home!

Thanks Jonothon, we are pleased that you enjoyed the stay in Palm Cove the the room and amenities that we had to offer for your star. We are glad that you had a safe journey home and look forward to welcoming you again!

Thank you CindyWe are pleased that you enjoyed Palm Cove and our room and facilities. We look forward to welcoming you back!

Thanks IanWe are pleased that you enjoyed your stay!

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We are glad that you had a pleasant stay, and enjoyed our facilities and Palm Cove as a destination. We look forward to welcoming you back!

Thanks, it is great to know that your stay with us was an enjoyable one

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We are pleased that you enjoyed your stay!

Thanks we are pleased that your stay was an enjoyable one

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Hello Helen clearly you did not enjoy your stay at the Reef Retreat Palm Cove, but since you have declined to say what the issues were it is difficult to respond. Perhaps the state that you left the room in when you departed was your way of letting us know you did not enjoy your stay.

HelloWe read your comments with interest. We regret to learn that your expectations were not met. You stayed for 2 nights during August 2023. You received a minimum of three communications from us after you made your booking in June, and before your check in date, which provided all the information that you required and say you were unaware of. All of these communications are still available for you to review in your account with the on line booking platform that you used to make your booking. It was your choice either not to read them or not to follow the advice provided.After hours self check in procedure – in both the booking confirmation email sent to you on Friday 23rd June and the booking reminder sent 2 weeks prior to check in, the following information was provided – “Office hours are 8.00am – 5.30pm. If you are likely to be arriving outside of these hours please contact our office for the late arrival procedure”. A further communication was sent to you on Thursday 31st August giving you the specific instructions on how to access your key from the key safe at the front of reception as well as a mobile number to call if you required assistance. In addition, there is an after hours phone located right next to the key safe that you could have used to call for assistance. You chose not to call and request assistance with your bags or anything else.Access to rooms via stairs –the description of the room you booked on the web site you used to make your booking says – “all rooms at the Reef Retreat are accessed via stairs, there are no elevators. Depending on the room type that you have booked your room may be located on the ground, first, second or third floor. Requests for specific floor levels need to be made at the time of booking” This information was also provided to you in the confirmation email you received on the 23 June and in the booking reminder provided two weeks before your check in date. You did not at any time request a room on a particular floor level. It is unfortunate that you either did not read these communications or chose to ignore them. The pool is not grubby, it is cleaned every day at least once and leaves are removed throughout the day as required.Reception is open daily from 8.00 until 5.30 and a staff member is always present to assist guests with their enquiries. Staff can be contacted at any time via the phone in the room or by the mobile numbers that are provided to guests and are displayed at the front of reception if they have any questions or require any assistance.It says a lot about you that you chose to make an anonymous online review rather than putting your name to it.

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Thanks, it is good to know that your stay was an enjoyable one.

Hello Prisha, we are sorry to hear your stay with us was only average and did not meet your expectations. The room you stayed in has recently been refurbished with new kitchen benchtops, and cupboards as has the bathroom with new vanity benchtop and new tiling around the bathtub and the hand basin. The entire room was repainted less than 2 months ago. The pool was not and is not dirty. As has been mentioned in many many review responses, the presence of leaves in and around the pool does not indicate that the water is dirty. As you must be aware from your stay the Reef Retreat is set amongst groves of Melaleuca trees. Leaves are constantly falling from the Melaleuca trees, and when it is windy or raining, as it was during your stay the leaves are like snow falling. Leaves in the pool are unavoidable. We clean them up once or twice per day, every day. Leaves in the water are not an indicator of how clean the water is or the quality of the water. The water itself is crystal clear, it is not dirty. If you require a leaf free experience then the Reef Retreat is not for you.

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Sorry to hear that the Reef Retreat could not meet your expectations. We disagree that the floors were not clean, that there were dead bugs present and there was damage in the room. If you identified damage that you did not cause you could have mentioned it to management at any time. The Reef Retreat offers accommodation in a natural rainforest environment, so the presence of natural flora and fauna should not be a surprise. Your comments about the WiFi are not valid. Not sure when you stayed but the WiFi system has just had a 15,000 upgrade within the last 3 weeks. Parking is provided on a first come first served basis. There is enough space for all sizes of vehicles provided drivers/owners park within the identified parking spaces and do not cross over the lines into the next parking space.

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Thanks it is good to hear that your stay was an enjoyable one

WE are pleased that you enjoyed your stay and our facilities. We look forward to welcoming you back,Reef Retreat

We are disappointed to hear that the Reef Retreat did not meet your expectations. From the comments you made it would appear that you booked a spa room - which as it very clearly says in the room description on the web site that you used to make your booking - "spa rooms have a shower over a spa bath", so that should not have come as a surprise to you. The confirmation email and reminder email that you received contained the following information relating to access to rooms - "all rooms at the Reef Retreat Palm Cove are accessed via stairs, there are no elevators. Depending on which room type you have booked your room may be located on ground, first, second or third floor. Requests for specific floor levels need to be made at the time of booking" so this also should not have come as a surprise to you.

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Hello SamThank you for your comments. We would like to provide some clarification regarding the bed. All beds at the Reef Retreat are AH Beard King Coil commercial hotel grade king beds which have the ability to be split into two king single beds. They are specifically designed for commercial accommodation providers. They are not two single beds that have been pushed together. The Reef Retreat is a small family run business which provides affordable clean self-catering accommodation. As such, we do not have the ability to conjure up a new bed on demand. At the time of your stay, we could not offer to move you to another room as we were fully booked and had no vacancies. Any other room that we moved you to would have had the same bed type. Thank you for acknowledging the effort made in organising excursions on your behalf. Considerable effort was made in booking, cancelling, rescheduling and explaining tour services on your behalf.

Thanks for your comments, it is good to know that your stay was an enjoyable one

Thanks, we are pleased to learn that your stay was an enjoyable one

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Thanks for you generous comments. Much appreciated

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Thank you for your comments, SusanWe are sorry to hear that you did not enjoy your stay at the Reef Retreat Palm Cove and found our staff to be unhelpful. As an Expedia VIP premium member, you are guaranteed a number of added benefits, all of which were provided, and there is the possibility of additional benefits which are subject to availability as follows: •A complimentary upgrade to the next room type which was provided•A 33 voucher to be redeemed at a local restaurant which was provided•Free Wi-Fi which was provided•Early check in and late check out which is always subject to availability on the day and is never guaranteed. Normal check out time is 10.00am and you did not vacate the room until 11.30, so it is not completely true that you were not provided with a late check out, however, we could not accommodate the 5.00pm check out time you wanted, as we had incoming guests to cater for, whose scheduled check in time was 2.00pm. Wherever possible we try to facilitate the provision of early check ins and late check outs, but it is not always possible and it is not an automatic guest right. Availability of a late check out is dependent on several things such as whether another guest is booked to stay in the room on the same day that you depart, which is what happened on the day you departed; the availability of housekeeping staff on the particular day, and the housekeeping workload for the day. You had already been informed a week prior to your arrival that we would not be able to provide you with a later check out on your departure date, so it was not something that you were unaware of when you checked in. As you do not have access to our reservation system you cannot possibly know what the occupancy of the Reef Retreat was for the duration of your stay nor could you possibly be aware of number of arrivals and departures, we had on the day of your departure. Even when the Reef Retreat is fully booked and we cannot possibly squeeze another person in, it never appears or feels overcrowded or overly busy. Appearances are not necessarily indicative of reality. If we had of been able to facilitate a later check out for you we would have done so. On your next visit to Palm Cove it would be better for everyone if you book with a provider who is able to guarantee and meet all of your expectations. If you would like to follow up on this further please contact me directly.

Thanks we are pleased to know that your stay was an enjoyable one.

Thanks for your comments