Dennis Sea Secrets 

Response from Dennis Sea Secrets

Sorry Val, It took us some time to respond to your complaint. We have taken lots of pains to present our beach houses exactly the way it is - cosy and in a lovely neighbourhood. I had to check our web page to ensure that we had not misled anyone by suggesting that we had views at Dennis Sea Secrets. However we do have other beach properties too and they do have views and are close to the beach. The Parks and Beaches come under the Environment and I have been happy to pass on your comments for their perusal. We have passed on other similar comments for the council to act on and these views (I believe) are acted on to ensure continued tourist promotion to the shire of Bass and surrounds. However I can safely say with the cutlery issue and the state of the house, we have a professional cleaner who ensures that the property is upto an acceptable standard before each occupancy. This standard of acceptance includes sufficient cutlery for the numbers as advertised or at least to accommodate the size of the group (up to a maximum of 18) as advertised. Where complaints are received from a tenant the cleaning company is responsible. They have listed their name with contact phone numbers where such matters can easily be remedied with a simple phone call. You may have missed our walled notice giving tenants an opportunity to report any dissatisfaction to us within a reasonable time of commencing their stay (usually 2 hours). Last but not least our account department is prompt with their bond refunds. In some instances we have been provided with in correct account details for internet transfers and of course this has delayed the refund. We have often called back to advise our tenants and sometimes when the delay is lengthy have mailed the cheque back to them to expedite. I have also checked our register of tenants and I believe we had the Kivishars at Dennis Sea Paradise and not at Dennis Sea Secrets. They stayed at a time when the drought at the country was at Stage 4 level of restrictions and where there were other issues beyond our control such as a pool that was ineffective as a result. I am however uncertain if this complaint has arisen from the same family. Nevertheless we welcome all comments on board and thank you for having taken the time to bring this to our attention.