Kameriya C
THIS PLACE INSULTED A PERSON WITH A DISABILITY DO NOT STAY HERE THEY ARE A SCAM !!! INSENSITIVE AND UNPROFESSIONAL||I stayed at the Crystal Creek Rainforest Retreat from the 20th of June for two nights and cannot believe how they treated my friend with a disability.||My friend with a disability felt ill after eating the retreats lamb dish which was of poor-quality that led to my friend vomiting, which was mistaken for faeces by the staff when we mentioned it was vomit. Note that this is really difficult to express. This incident was entirely uncontrollable because if my friend with a disability could walk he would have not vomited over himself and the bed linen!||The worst part of it all is that I got told to contact after hours if we needed anything and when I contacted them at 1am for sheets and explaining the issue they charged me $200 for this service the next day which was never mentioned in the terms and conditions and they didn't even offer to make the sheets or ask if my friend with a disability that just vomited was ok! They took out all the money including the $200 service fee and $700 for damaged linen and because of this they haven't responded to my email in 2 days when they know that they insulted and degraded my friend with a disability as I requested an apology as he is in an awful state!||The overnight staff failed to communicate the situation properly to the morning staff, leading to unnecessary embarrassment for my friend with a disability as it was stated in their email 'it was that bad that staff couldn’t bear to go into the room’. ||Regarding the cleanliness, I piled the soiled linens neatly to avoid further mess, yet this was not acknowledged. I also got told that the Lamington cabin that I stayed in was in appalled condition and all we did was not make our bed and wash the dishes because we ran out of dishwashing liquid? Did you expect me to be a cleaner on my holiday?||The charges for the linen and mattress were unreasonable. When I asked for the brand names and prices of the items, I received no response. Instead of addressing the issue professionally, the staff made it a point to stress the time they spent cleaning, which could have been easily handled by professional cleaners.||The tone of the email I received from the management was both insensitive and degrading.||They claim to be a disability-friendly establishment, but their actions and communication say otherwise.||The staff was unhelpful, unsympathetic, and seemed to care only about money. I had a much better experience at Meriton the following day, where they assisted my friend without any additional charges in the middle of the night to turn the lights off for him and were genuinely compassionate.||I am extremely disappointed and will make sure others are aware how poorly and disrespectfully this situation was handled.||Avoid this place if you are looking for a genuinely disability-friendly and compassionate retreat. Their claims are misleading, and their service is severely lacking.||This is the email that I received after explaining the situation and for a consideration and still waiting for a response back from my email.||'Dear Kameriya||Thank you for your reply.||I'm afraid to say that we were appalled at the state of the two lodges, especially Tamarind, with the human faeces left all over the bed and not even a mention or apology on the groups departure, or even any effort from the group to even try and reduce the damage.|The faeces soaked through to the brand new mattress and it took my wife 2 hours of scrubbing with disinfectant to save the mattress. Otherwise we would have had to charge $5000 to replace it. None of my staff wanted to even go in the cabin, it was that bad.
