McGrath Port Stephens - NELSON BAY

My experience dealing with the property manager, Natalie, was extremely unpleasant. The tone of Natalie’s communication was disgusting! Accusatory, dismissive, and entirely disproportionate to the minor issues being discussed. Rather than handling the situation professionally, the interaction felt hostile and demeaning. Natalie questioned whether a guest would be “happy” to pick up someone else’s rubbish, despite this being standard, paid work for cleaners as part of property turnover. Framing it this way was inappropriate and showed a lack of respect for a paying customer. Regardless of the property itself, the way this was handled reflects poorly on Natalie’s professionalism. I would not feel comfortable dealing with her again.

AKGoogle

Be aware that their agency & property (1-25 Donald Street) appears to apply unusually strict and non-standard checkout expectations. We were charged $150 for CLEAN dishes left in the dishwasher, three small bags of bagged rubbish (the keys provided for the rubbish area were not working), and minor items on the floor. These issues were documented with close-up photos taken inside the bathroom and shower due to a few stray hairs. I will be attaching a selection of the photos provided to us, as they illustrate how minor these “issues” were and what was considered chargeable. Communication from the property manager, Natalie, was unpleasant and accusatory in tone. The expectation that items like this fall outside standard cleaning raises questions about what is considered normal turnover preparation for the next guest. And asking if i as a customer and client would be ‘happy’ and willing to pick up someone else’s rubbish is another level of disrespect as cleaners are paid to work - as I would aswell. My job does require cleaning and yes Natalie I would be happy and okay to pick up someone else’s rubbish if I’m getting paid to do so and it is also in my job duties. The property also had a persistent, unpleasant smell during our stay, which made the situation feel particularly ironic given the level of scrutiny applied after checkout. After a short three-day stay with no damage, this experience overshadowed the accommodation itself.

Maryam KinaGoogle

We were staying in our own unit over Australia long weekend that McGrath manages for us. 5pm packing up the car and we managed to lock ourselves out with half our stuff inside …!! Disaster!! Got in touch with someone at the office… Lisa flies down to meet us in no time at all to save the day with the spare keys. Not only that, has mentioned she was halfway through cooking something and sent us the recipe afterwards!! Could you ask for better more personal service! Thank goodness, we were about to spend Australia Day sleeping in the car waiting for the office to open! Thanks guys!

AdeleGoogle