We were so excited to visit Coles Bay and Freycinet. This was a very special birthday time away for us. It was an expensive place, but we were happy to lash out for the occasion. After the first night, the room had not been cleaned or the bed made up. We were somewhat surprised, given the cost (more than $300 per night for a studio for two people). On the day of departure, we had to leave at 6.30am to get to the airport. While packing, we realised that we had misplaced one face washer. We didn't contact reception at that stage, as it was so early. While driving to the airport, we received a text message that 'due to the state of the room and a face towel that is missing' we would be charged an extra $50. My husband promptly phoned reception to clarify the issue and to understand why we had been charged a fee for the "state of the room". We were informed that there were plenty of unwashed dishes in the sink and that the fridge had not been emptied of food. He was informed that the written policy of the establishment was that guests would be charged an extra cost for "unwashed dishes" or "food not removed from the fridge". He was told that these regulations were to be found on the second page of the written information provided at the establishment. It is therefore regarding this issue that I raise significant concerns. If guests are liable to a cost, they must be informed ahead of time, not after the event. There was no sign around the sink to indicate that this was a condition of use of the dishes. We had not been told that there was a document we needed to read. The only food left in the fridge was that supplied by the hotel (that we choose not to eat). Although there were pots and pans in the apartment, none of these had not been used. We used only basic dishes for the breakfast foods the apartment supplied. In short, one does not expect to be charged if dishes are not washed, when a room is more than $300 per night, and if one is not made aware of the situation beforehand. Misplacing the handtowel is a separate issue, and of course, reception would have been notified, but we choose not to disturb the staff so early in the morning. Although I write reviews frequently for Trip Advisor, this is the very first time that I have felt it necessary to write a "negative" review.
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