We sincerely hope that the close relative that was seriously ill, the reason you gave us for leaving abruptly, is well on the way to recovery!
The receptionist on the day did offer you alternative room choices when you said that you did not like that particular apartment, but you chose to leave without looking at any of the other apartments.
Ownership of the apartments has not changed over the last eight years and we are constantly informing the owners that improvements need to be made!!
The apartments are dated, and as new managers we are undertaking an upgrade of all, however we advertise as 3 star and certainly meet the industry standards required for this.
All our linen is professionally cleaned and comes from the same commercial laundry that many of the local hotels/motels use. I am sure that the linen company will be upset to know that their towels are small and worn; we will certainly pass this information onto them. Our housekeeping staff work very hard to maintain the cleanliness of our apartments and understandingly are quite upset by your review, as are we, the management.
We did refund all except the one nights stay that you had had and part of the next night as you did not decide to leave until after the normal check out time and our housekeepers had departed so the room was not able to be cleaned that day for any re-use. Perhaps if you had given reasons why you were leaving, other than the family ill health, we would have been able to discuss alternatives with you and helped you to find accommodation within the area to continue your holiday.
It is not appropriate to refer to your parks pass or fair fees as a loss caused by us, there are other establishments within the surrounds that you could have re- booked with and we would have been happy to assist in this. Yes, Wifi is difficult as we cover 5 acres, are built of stone and concrete and this is not conducive to wifi reception however how to overcome this is currently beyond several IT companies abilities and until the NBN is connected we are using what methods we can to bring it to the complex, and it is free to use! I hope that reception explained this to you upon arrival!
The apartments are well supported by guests from all areas, we acknowledge that the complex is dated (previous managers have not paid attention to upgrades etc) however it is clean, neat and tidy (and currently undergoing renovation.)
Perhaps with a little communication between both parties your holiday could have been more enjoyable and your writing of this review avoided.