Blackbird Byron. Boutique Hinterland Accommodation. — Hotel in Mullumbimby Creek

My husband and I had booked to stay over the weekend, however tested positive for covid the morning we were expected to arrive. We informed them of this fact, and looked into their cancellation policy which stated that if cancellation was due to covid there would be no penalty. After informing us that they would be keeping 75% of the $1500 that we paid, and requesting that we pay for the dinner and massage cancellation fees, on top of the 75%, I bought their attention to their covid cancellation policy. They immediately adjusted their website to remove this part of the policy and accused it of being a catched version of the web page. The owner is refusing to honour their policy and as a result I am being forced to lodge a complaint with the department of fair trading. I’m sure the accommodation is wonderful, but the business ethics and customer service is terrible.

FOLLOW UP After reading the owners reply below, it suggests that my husband stating it was covid specific in his numerous attempts to contact staff as opposed to being a family emergency would have changed the outcome, there is almost an accusation of falsified information. My husband and I cancelled in consideration for the health and safety of the staff and guests, but did not consider detail of the family emergency of importance, until we noticed that our family emergency fit within the category of their covid cancellation policy, which was live on their website and open for public consumption. It was at this time that providing specific detail was deemed necessary. So Thankyou James, and if providing you with a photograph of our positive covid tests meant that you would honour your covid cancellation policy I would be more than willing to send them to you, however, the removal of your covid policy in response to being asked to honour it, is reflective of your business ethics. Bes also stated that she would ‘wave’ the cost of the sparkling wine, which we had already paid for as it was part of the red balloon package we had purchased, but we were willing to overlook this error in good will. In relation to purchasing through red balloon, that was mentioned for the first time in your last email to me, which is irrelevant in any event, as the first line of their booking cancellation policy states ‘ our experienced providers have their own cancellation policy which you are bound to follow ‘, which you have amended following and in response to this issue, to suit yourself. I will not be removing my review as I have remained factual and provided a review based on my individual experience. And apologies, you offered 35% of what we paid to be held in credit ($521.50) and taking the remaining $968.50 for yourself as compensation for my husband and I cancelling as to not expose your business with covid, which could have seen you loose much more in revenue due to illness of staff, but then asked that we pay for the dinner cancellation and for one of the massage cancellations. So holding 35% in credit and asking us to pay $157.50 in cancellation fees, but also the future cost to us of rebooking in order to utilise the 35% you have chosen to hold in credit, by that logic it would have cost us less if you kept 100% of the $1490 we paid and left it at that. It is not a generous offer by any stretch of the imagination.

If my statement about the alcohol was factually incorrect, your communication or lack there of is the issue at play I’m afraid. So apologies once again if our understanding was not accurate, however perhaps you could take that as feedback into improving your...

Enjoyed a lovely two night stay at blackbird recently. We were lucky enough to receive amazing weather which meant the sunrises and general views of the Byron coast were breathtaking.

Victoria is a great host, welcoming and friendly (can also cook a mean breakfast). The rooms are well appointed - my only complaint would be the PowerPoints were a bit strange. We found anything we connected fit a bit slack/loose in the PowerPoint and would fall out. The only thing missing from the amenities would be a showercap but I understand this is probably an environmental decision. Also the induction kettle takes awhile to reach boiling temperature so if you plan on a morning coffee, make sure you start it well in advance.

The rooms are quiet and the air conditioner works very well. The bed is very comfy and there is a great selection of shows to watch on the TV (Foxtel) if that is your thing. The bathroom is huge and the shower has good water pressure with two different style heads. If you want to sleep in you will need to wear the supplied eye mask as some of the windows do not have shades/curtains but you probably won’t want to miss that sunrise anyway!

Breakfast was absolutely divine served on the communal table in the common area. We did dinner one night and that was also very nice although I felt maybe a little underwhelming in terms of value for $120 a head. My main complaint with the dinner was we chose the Wednesday night based on the caramelised white chocolate cheesecake dessert advertised on the menu but we ended up receiving a scoop of dark chocolate ganache for dessert. It was okay but we were sad to miss out on the dessert that had been advertised. Other than this I felt maybe the dinner could benefit from a side of artisan bread or coffee/petit fours just to improve the value.

We didn’t get to enjoy the pool as it was freezing when we stayed but we enjoyed the infrared sauna which was lovely and very welcome in the cool temps.

Overall Blackbird is a great choice for couples who want to escape and relax for a few nights in a secluded location with...

Wow! Make it a double. Every now and then you come across a holiday|experience that exceeds your highest expectations - and our stay at|Blackbird Byron did just that.||The spectacular drive along the Tweed Valley Way and the fascinating, albeit|perilous drive upwards along Frasers Road at Mullumbimby Creek|provides an insight into the amazing landscape you are about to experience.||But it is unlikely you will ever witness a better sunrise, and the peace and|serenity of the Byron Hinterland will certainly stay with us for the rest of|our days. We awoke at first light each morning to watch the sunrise, always|accompanied by a symphony of birdlife. At night, the sky became a dome of stars, with the surrounding mountains providing the perfect backdrop. ||Arriving to see two (non-venomous) green tree snakes mating out the front of our unit wasn't on our bingo card, but it made for quite a welcome :).||Founder James Hudson has created something very special in Blackbird|Byron, with beautifully appointed accommodation provided in small|understated units offering spectacular views to Cape Byron and the Pacific|Highway and out to Mount Chincogan. ||The attention to detail in our unit was|noteworthy and it had a real touch of luxury while maintaining a very|earthy, relaxed feel.||There are only 5 units at Blackbird Byron and 10 people is the maximum ever|on site.||Five-course degustation meals prepared by our own personal chef were an|absolute highlight, giving us the opportunity to chat with others staying on the mountain, and the breakfasts each morning were also fabulous. ||It's a short 20-minute drive down to the town of Mullumbimby, and Byron Bay|is just over 30 minutes' away, with the country vibe in Mullum worthy|tapping in to.||A very special holiday experience indeed. Highly...