Bella Casa Noosa — Hotel in Noosa Heads

We recently stayed at Bella Casa for September school holidays 2022. We booked a superior room based on the information and images on the website. The rooms looked so lovely online. ||||We paid $580 a night to stay in one of the Superior Apartments. We were in apartment 12. This apartment was anything BUT Superior. ||||We were on the first floor at the back of the facility with the living, kitchen and balcony directly above the 28 street bins that are picked up every morning at 6am, waking us up with constant noise that goes on and on. Its worth noting these bins are for all the restaurants and shops at this end of Hastings street.||||The street noise and gate noise is so loud we never opened the doors or windows to enjoy the balcony. ||||The 1990’s leather lounge suite is dated & uncomfortable and when you sit on it, it moves along the floor because there is no floor covering. There is no relief for feet as there is no where to wipe your feet, no floor mats or rugs other than the 1x2metre tiny rug under the coffee table. ||||Do not be fooled by the term Superior. The standard rooms appear to be better than apartment 12 and we paid $100 more a day than those who booked a standard double room. ||||The standard rooms offer big balconies away from street and bin noise with much nicer interiors. I note that online it states that the Superior apartments are considered renovated. Yes the ensuite in apt 12 has been renovated but (but not worth $100 a day more for a renovated ensuite), the remainder of the apartment is not renovated and looks like the standard apartments. I think we absolutely pulled the short straw here. we were beyond disappointed. My recommendation is to avoid Apartment 12. How the apartment is classified Superior isnt just a matter of personal taste - its about the experience, and an apartment perched above 28 rubbish bins with an enormous lack of superior appointments, in my view, is false advertising. ||||I did email reception about this and the person managing at the time was extremely lovely and understanding. Our consolation was an extra hour...

We stayed a week with Bella Casa and we found the location to be perfect. Unfortunately, that’s where the positive feedback stops…. the experience we had was not so perfect. We locked in to go to Bella Casa in March 2022 and due to sudden medical reasons we were unable to go - we provided all medical certificates and documentation to change our dates from March 2022 to June 2022. Bella Casa indicated that they have a ‘strict’ cancellation policy and unfortunately were unable to provide us with new dates and transfer the money that we paid in full for the 7 days accomodation to the new dates. They referred back numerous times to their strict terms and showed absolute no compassion to our situation and the $3800 that we paid. Note - we were not cancelling, we were asking to reschedule for medical reasons out of our control. We were not wanting to cancel - we were simply wanting to transfer the date to June once we had the all clear, medically to travel. Bella Casa showed no compassion or flexibility at all. During our discussions and the dates we were due to be in Noosa originally - my daughter tested positive for Covid so with a lot of pleading and discussions, Bella Casa offered $1400 out of the $3800 credit for our next stay. To make matters worse - I did call Bella Casa anonymously the week we were due there to see if they managed to rebook the dates which, were during school holidays - so no doubt they would not find this difficult to rebook; to which reception told me they had no accomodation. So they kept our money, showed no compassion to rescheduling (Not cancelling) our booking and on top of that, manage to rebook our room out for that week. (When questioned - they said that they didn’t rebook the room even though it was showing as no vacancies) I found the whole experience extremely stressful, unethical and disappointing. Pool was not great - way too much chlorine that burnt the kids eyes and very noisy location. Definitely better resorts and options to choose from on and around Hastings street. We love Noosa and will be back, but unfortunately - Bella Casa will not be...

We stayed at Bella Casa (apartment 4) and whilst the location was great and very convenient, there were issues with our apartment. Firstly, we were advised that some of our new furniture was broken so we couldn’t open the cabinets. There were issues with our bathroom drainage that overflowed and the ensuite had no fan. The ironing board was broken, the Dyson vacuum battery would work for one minute before it would die. Simple essentials such as a washing detergent satchel was not provided. We were given 2 rolls of toilet paper for 3 people over a 5 day stay. They don’t refresh towels if your staying less than 5 days and this was an issue when we had to use the towels to soak up the water from drains overflowing. Overall, there were basic/minimal and what felt like rationed inclusions for a luxury self contained apartment. By far the worst part was the noise at night. We had a generator that constantly hummed through the apartment from the building next door and someone would blow surfaces at 4.30am. There were street fights at 1.30am and the daily garbage truck collection at 5.30am. Overall it was impossible to have a restful uninterrupted sleep during our stay.

Bella Casa, the small details count, particularly when you market as “luxury accommodation”. This was by far lacking during our stay.

In addition to your response… When I asked for toilet paper, the lady was not helpful at all. She responded…we are serviced apartments and you need to buy any extra. We “may” be able to give you another roll… “maybe”. I think you are aware of your drainage issues, as other reviews have indicated similar toilet and drainage problems. The ironing board issue was discovered on the final day and the gentleman who inspected the wobbly table came on the last day of our stay. I did enquire about the towel issue at that time.

Overall, you should take some accountability and audit your accommodation for problems before blaming the customer. I shouldn’t have to provide a list of issues....