Whitecrest Great Ocean Road Resort

Do NOT stay here at all costs - the pictures are deceiving and most of all - it is an extremely dirty place. The bathroom and toilets were not clean, there were piss and poo stains in the toilet bowl, hair floating in the bath tub and visible dust on the bathroom benches. We were mortified and we then went upstairs to find the bed sheets were not washed - there were multiple strands of human hair and we refused to not stay the night despite arriving at 730pm and scrambling for last minute accomodation. We contacted the host Carolyn and she refused to send a cleaner because it was “730pm at night” and asked us to look at the place next door, only again to find the whole place had not been cleaned again finding human hair in the bedsheets! Absolutely filthy service. We had to drive late at night to find another place to stay which was so stressful and the host said she was give us a full refund over the phone immediately. We waited the next day for a confirmation, trying to contact her and sending her messages but she did not answer and ignored us. She then wrote us a text messaging refusing to give us a refund - extremely poor customer service and they should be ashamed to call themselves a “resort” when they can’t do basic hygiene cleaning at consumer level standard. We wanted to stay in this place to celebrate an exciting milestone for us but unfortunately it was the worst experience with cleaning and Carolyn’s poor customer service and we are now trying to resolve through an Airbnb resolution. Stay away from this place at all costs unless you want to sleep in an unhygienic place!!!!

The host Carolyn from Airbnb decided to keep 50% rate of the night after customer accidentally booked the property, booking effectively cancelled within 10 mins as per written confirmation in Airbnb. Despite the host is entitled to charge a cancellation fee for booking cancelled within 14 days from arrival date. The host did not tell the truthful answer to customer that she can full refund based on her discretion, until the customer contacted Airbnb support to clarify. And the fact the host decided to keep the 50% rate for a 10 mins mistake from customer, it does not appear to be a customer service with any empathy and goodness in people. Worth to know before make the booking with this property.

Extremely filty bedsheets in rooms. Looks like they haven't been changed since their last customers stayed over. There were stains and hair all over the bedcover underneath the quilt. Very disappointing as they do charge for additional cleaning charges. Very unhygienic slimy water came from taps. Very dirty taste we didn't drink the water as it was disgusting. Even when having a shower we were able to feel that slimy disgusting taste. The management should really look into this as it could be not safe for consumption. The advertised pictures are misleading and doesn't worth for the price. I wish i read more reviews before booking in. Looking at some comments from the management seems they are very unprofessional and provided bad services to former customers. I would not recommend this place for anyone. As it was very disgusting experience overall.

The accommodation is well located on the Great Ocean Road with the rooms having fantastic views of the ocean. You are a short hop to Apollo Bay, so not far from any services you may need. There is a nearby (non-swimming) beach which is a walkable distance away, but it would be safer to use a car to go to it. The staff were friendly and helpful and the room was especially clean. Even places people do not often clean were spotless! The furniture was good, though the mattress did sink slightly to the centre. It was a cold weekend and the heating was exceptionally good. There were some negatives, however. We had issues on our journey and arrived later than planned, after the staff had gone home. We picked-up our key but found that most of the electricals in the room were not working (almost all power points were dead). An electrician came out the next day and spent some time fixing things. This happened again before we left. We woke on our final morning to find the fridge dead and everything in it was warm and had to be thrown out. The location is a mobile phone black spot, so we often had no signal or at least a very poor signal. The resort offers Wi-Fi, but it seems to be set-up for a normal home rather than shared by a series of apartments. It was OK when all the other guests had left (we stayed on one day longer than everyone else), but when more people were around it took several minutes so so much as load a single email.