Bay Lodge

Worse stay ever-DO NOT RISK IT. The manager is extremely rude- we did not read the reviews on booking ahead of our stay, PLEASE do that and you will see there is a long list of complaints about the way they treat customers. The place is overpriced and not well maintained, not very clean, no fly screens, aircon is faulty and the way the manager called my husband names for no reason (we asked about the internet which was not working) and tried to escalate the situation meant we had to make the choice to leave after a long drive and fork the money to pay for another place. No refund received. I could go on and on about the way they have signs in the room threatening to charge more from you if you leave after 9?! or don't put dishes away, with no please or thank you. Very unprofessional, I never seen such behaviour from someone in hospitality in Australia before.

I have had the worst customer service experience possible trying to deal with this hotel. I made a booking on 02/08/2023 at 9:48pm on ***********. The next morning I realised I had made the mistake of booking for the 5th of August rather than the 5th September which I completely understand is my mistake. I phoned the hotel at 9:17am (Western Australia Time), 13 hours from the time I booked. I was told that because I booked on *********** and it was less than 48 hours till the check in date I had booked, that I could not change the dates or receive any refund and had to re-book the room. She then stated I would have been able to do these things if I had booked directly, placing the fault on booking.com's conditions. I knew this not to be true as when cancelling through *********** you can request cancelation fees to be waived, especially if you are still wanting to stop at the hotel. It also clearly stated on my booking that Bay Hostel handle the payment as shown in the pictures attached. I asked if there was anything I could do as I still wanted to stay at the hotel to which I was told "It is policy, thanks you calling" and she hung up and sent me a text with a link to their website to book another room. I tried to phone back 4 times after across 20 minutes which went to voicemail twice and picked up and immediately hung up twice. On the firth attempt, the manager picked up. Rude and aggressive was an understatement. I was told that: 1. It's their terms and conditions and I needed to deal with that, to leave him to run his business, 2. They honoured their side by keeping that room for the dates I booked (for 13 hours) so held their side of the deal 3. He was too busy to deal with my issue and complain 4. I was trying to break the terms and conditions so it's all on myself (like I said, I understand it's my mistake) and he didn't care - which he stated numerous times Throughout the call he spoke over me, didn't not even try to listen and was shouting aggressively. Just like the first woman I spoke with, hung up. All just so they could keep $140! Never have I met a hotel so unwilling to help a customer. Do not even try to deal with this hotel. Further notes: I had the same situation with Ningaloo Coral Bay Backpackers with the same terms and conditions on *********** and they were more than happy to waive the cancellation fees and rebook our stay. They even phoned back to say I had only cancelled one bed not the two I had booked. Proper customer service!

Beach front. Very clean. Easy checkin and checkout. Walking distance to IGA and cafes. Amazing shower. Quiet town. would love to stay here again. Good budget option for families. Kids had a nice time.

The people who run this place are very rude and ignorant. They cancel your booking, then refuse to answer the phone, text or email so to get your room back you have to pay an extra $1500 at last minute rates. I booked it 7 months prior and they did this two weeks before our trip. Beds are terrible. The whole place very old and tired. The shower is god awful and needs attention but I doubt they will do anything. There is a chain smoker who gives you a spare towel after a week and a room full of cigarette smoke to go with it. The location was amazing but the rest was less than poor.

Firstly absolutely no contact with managers, the unit it's self is quite nice (has been renovated) but the bathroom is very ordinary, very old ,chipped tiles and mould. The towels are very thin. They replaced the roof of the units near ours, over 2 days there was constant drilling and noise. No apologies from the managers, so no rest too noisy. Because of this parking was a shambles with all cars and next doors boat covered in insulation dust, still nothing from owners. Wouldn't recommend and won't stay here again.