The Beach House by Kay Jay Hotels

They don’t know how to spell service let alone deliver it. From the moment I booked - (direct) there was no acknowledgement of my booking - and I had to email them numerous times to get a response to my questions. I emailed them with arrival info yet when we arrived they were clearly not prepared - nor did they proactively unload the luggage. When we did ask for help - they just dumped our luggage in the lounge room. No offer to show us our rooms and we had to carry our own luggage. We booked three rooms and they split us up - even though I had asked to be grouped together. They allocated substandard rooms to my family where they were doing construction. Upon bringing all of this to their attention they had every excuse possible. First they blamed the onsite manager - and later their allocation system. They were unable to provide lunch without a 2 hours wait. The rooms are badly maintained and mouldy. The doors that open out onto the pool can’t be opened as the curtain is one continuous piece - which can’t be moved. Finally one of the family went into the front garden … to find one of the staff urinating! We moved elsewhere. Don’t book - you’ll be disappointed.