Byron Baythers — Hotel in Byron Bay

I travel frequently and generally have no major issues with accommodations, but my experience with Byron Baythers was not at all satisfactory. Here are the key issues I encountered:||* Check-in Issues:| * I was contacted on the morning of check-in for credit card details and promised check-in instructions later that day.| * No instructions received by evening, requiring a follow-up phone call after my flight to get the details, which delayed our arrival.||* Lockbox Problems:| * Upon arrival, the lockbox was broken, and keys were missing.| * Had to call management and wait outside with luggage for a replacement key.| * No apology or explanation from the manager when he arrived for the inconvenience. Evening plans significantly disrupted due to this issue.| * Lockbox was not repaired (as promised) before check-out, causing delays in returning keys.||* Cleaning Standards:| * The room was not cleaned properly: found a dead cockroach in the bathroom.| * Despite paying a cleaning fee, we were told we were responsible for cleaning the room and leaving it as we found it—yet no cleaning products were provided.| * We were also required to wash our own towels, and no fresh sheets were given during our stay. Not satisfactory to have to do this when paying a cleaning fee.||* Room Booking Discrepancy:| * Booked the Wategos Suite, but was placed in the Lennox Suite without prior notice or explanation.| * The Wategos Suite, which I had paid for, was the room I specifically requested and booked, making the change especially disappointing.||* ‘Adults Only’ Policy Not Followed:| * The property was advertised as ‘adults only,’ but there was a child in the pool and common areas.| * As a result, we chose not to use the pool, which was a major reason for selecting this property.||* Poor Communication and Delayed Response:| * Sent an email on December 9th, 2024, outlining concerns and requesting compensation.| * Received a reply on December 11th, 2024, stating the issue was being reviewed by management, but after five follow-up emails, I didn’t get a response until January 23rd, 2025.| * The response did not acknowledge the delay and was unsatisfactory.|* Incorrect Information Provided in email response:| * Further to the above, management claimed I hadn’t booked the Wategos Suite, but I have written confirmation from Booking.com and email records to prove I did.| * They also claimed the lockbox was fixed immediately by their maintenance team, which was...

I travel frequently and generally have no major issues with accommodations, but my experience with Byron Baythers was not at all satisfactory. Here are the key issues I encountered:

Check-in Issues: I was contacted on the morning of check-in for credit card details and promised check-in instructions later that day. No instructions received by evening, requiring a follow-up phone call after my flight to get the details, which delayed our arrival.

Lockbox Problems: Upon arrival, the lockbox was broken, and keys were missing. Had to call management and wait outside with luggage for a replacement key. No apology or explanation from the manager when he arrived for the inconvenience. Evening plans significantly disrupted due to this issue. Lockbox was not repaired (as promised) before check-out, causing delays in returning keys.

Cleaning Standards: The room was not cleaned properly: found a dead cockroach in the bathroom. Despite paying a cleaning fee, we were told we were responsible for cleaning the room and leaving it as we found it—yet no cleaning products were provided. We were also required to wash our own towels, and no fresh sheets were given during our stay. Not satisfactory to have to do this when paying a cleaning fee.

Room Booking Discrepancy: Booked the Wategos Suite, but was placed in the Lennox Suite without prior notice or explanation. The Wategos Suite, which I had paid for, was the room I specifically requested and booked, making the change especially disappointing.

‘Adults Only’ Policy Not Followed: The property was advertised as ‘adults only,’ but there was a child in the pool and common areas. As a result, we chose not to use the pool, which was a major reason for selecting this property.

Poor Communication and Delayed Response: Sent an email on December 9th, 2024, outlining concerns and requesting compensation. Received a reply on December 11th, 2024, stating the issue was being reviewed by management, but after five follow-up emails, I didn’t get a response until January 23rd, 2025. The response did not acknowledge the delay and was unsatisfactory. Incorrect Information Provided in email response: Further to the above, management claimed I hadn’t booked the Wategos Suite, but I have written confirmation from Booking.com and email records to prove I did. They also claimed the lockbox was fixed immediately by their maintenance team, but it was still broken when we...

I am from SA and due to the high number of cases in Sydney, I have had to cancel my trip. Every other vendor I spoke to was most gracious in understanding that we needed to cancel and offered a full refund - most vendors this was their response upfront when booking in light of our current climate. I called Byron Bathers and whoever was working at approximately 1pm Adelaide time on 27-12-2020 abswered. I politely stated that I am from SA and needed to cancel (no one is more devastated about this than myself) and the first initial disgusting piece of customer service was the person asking extremely bluntly and rudely “which one we have 5 properties”. She then argued with me for a good 10 minutes about the travel restrictions. I stated it was impossible for me to travel to Sydney as I could not afford to go into the mandatory quarantine. She then insisted that I land in Sydney and go straight from Sydney airport to Byron Bay and that way I would not need to quarantine. How dare you try to convince me to go to a hotspot coronavirus area so that you are able to save a booking. I explained that my flights had us landing in Sydney and were meant to travel in Sydney for 5 days prior to driving up to Byron Bay, so this trip would not be possible. She continued to argue with me. Every other business has been beyond understanding about this situation and this representative of Byron Bathers argued with me and insisted I risk my health and safety and not to mention the potential health and safety of every other person I could come into contact with just so I could keep the booking. It was the most disgusting encounter I have ever had with anyone in the travel or hospitality industry. She then rudely informed me that they were not issuing credits but she would forward the email into the owners. I want a refund asap as I would never stay at this hotel again due to that despicable encounter. I want my money back to...