Reflections - Lake Cooby — Hotel in Geham

My partner and I were set for a family gathering in late October 2025 for 2 nights. After a viewing early in 2024, we made the decision to book all the bell tents, barn and cold room. Later on, there would have been additional bookings from both families of camp sites and cabins. Once we booked, we felt we had made the wrong choice, but since the deposit was non-refundable as well as additional payments already made, we were going to proceed with the booking. The entire time their communication has been atrocious. We have had to initiate all communication with them, asking for invoices to be sent so we can pay the outstanding amounts, and information in how our families proceed with booking their cabins as we were told it was done through the portal but that feature wasn't accessible. Come early June 2025, we hadn't had any communication and followed up. We were greeted by an email detailing how for 3 months the Bell tents had been removed due to damage from cyclone Alfred and that they won't be available for our booking in October. They made up half of our full cost and were one of the main attractions for us to book with them. Due to this, we no longer wanted to continue with the venue and were well within our rights to withdraw the booking due to them not being able to provide us our full arrangement. We made them aware of our decision and assumed that due to the circumstances and their inability to effectively and productively communicate, we would have all the money paid refunded. Instead, we were met with them reciting their policies that do not line up with events that took place (Cyclone Alfred) due to us "Cancelling" not their Innability to provide the service booked. When we communicated this, they made the decision to refund us the additional payments we made (which we appreciate), but they made the decision to withhold the deposit amount as we were "cancelling". They lack understanding and decided to emphasise to us that they will have trouble with booking our date, after telling us that the time of year we booked is popular for weddings, due to the short period of time to fill the space. Although if they had communicated with us when they knew they wouldn't be able to fulfil our booking, they would have had at least 2 more months to attempt to do so. Whilst they had approved our partial refund, it would take an additional 2 weeks for them to process it as it was left with their accounts team. For the refund to be finalised it took an additional 2 calIs to their office (after unaswered emails and calls) and 5 minutes after the second answered call (a week after the first) for the money to be in our account. Why that took 2 weeks is anyone's guess. I would not recommend booking with Reflections if you expect good communication, simple understanding and terms and conditions...

** Edit Thanks for your lengthy response, and for including your final email to me. Unfortunately you did not include the 5 emails leading up to this one, starting 6th August, where you were refusing a refund. I did not call you on 14th August.

I do understand that businesses are finding trading conditions difficult at this time, and I sympathise. We're all in the same boat. However, I did not book through AirBNB, I booked directly with you. I was never advised either on the phone, on your website, nor in your confirmation email that you considered a cancellation received TWO MONTHS prior to the event was non-refundable. I stand by my opinion that if you need to refer to the ACCC to determine if it's ok to keep money for a service that you have not provided, you should perhaps review your business practices, and my warning to others stands.

** I can't comment on the facilities as due to Covid we were unable to attend. However, I can say that their attitude to customer service and refunds leaves a lot to be desired. As a business, insisting payment in full at the time of booking is greedy, and then only after receiving payment saying that that payment is non-refundable under any circumstances is theft in my opinion. After much argument with a particularly officious staff member, they have finally agreed to refund, minus an administration fee, but to all those considering making a booking be warned. Once you have paid your money, they will consider it is theirs even if they do not provide the service. Not a good faith way to conduct a business...

I strongly advise anyone considering booking accommodation at Reflections - Lake Cooby to read every fine detail in their terms and conditions. Whether you’re booking for a wedding or just a weekend stay, be aware that you are required to pay the full amount upfront—not a standard deposit. If anything outside your control happens, like extreme weather, you will not get your money back, regardless of the circumstances.

Their booking policy is deceptive—they take 100% of the payment upfront, calling it a “deposit,” but there is no option for a partial refund if something happens outside your control. Even in a situation of extreme weather, the venue forces you to cancel/postpone, they will refuse to consider refunds, hiding behind fine print while keeping your money.

To make matters worse, their customer service is appalling. They ignore emails for weeks unless you follow up multiple times. Meanwhile, they are active on social media, responding to public comments but completely disregarding paying customers. The General Manager has shown zero remorse for our situation and clearly does not care about fairness or guest satisfaction. This kind of unprofessionalism and lack of basic decency is shocking for a venue that relies on events and weddings.

If you value your money, time, and sanity, I strongly urge you to look elsewhere. Once they have your money, you won’t get it back, no matter the...