Raine & Horne South West Rocks

Reviews of Raine & Horne South West Rocks

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  Mike Millar Added January 08, 2023

  ★ ☆ ☆ ☆ ☆
  Booked frangipani cottage hats head for 5 nights at a rate of $858.00 we paid our deposit
  and the booking was confirmed through stayz....2mths later we get an email from Raine and Horne stating the cottage had new owners and the tariff for the same five nights was now $2011.00 needless to say we were not impressed at this inflated price and in principal we were forced to cancel...our deposit was refunded...but please friends be aware of your rights...we are now struggling to find other accommodation to align with our dates to meet with our family and friends. A very disappointing and distressing experience. Our friends and associates trust in both stayz and all partners involved in this money making venture is shattered.If any Athoritys would like to review this awful event we have all the documented and relevant info.
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  Vicki Chiswick Added December 22, 2022

  ★ ☆ ☆ ☆ ☆
  Absolutely disgusted with the staff and their attitude. We stayed at Norfolk Cottage and windows and doors were not secured as you would expect upon arrival at a rental property. Windows were closed but not locked and on our first night stay after unpacking and having dinner we locked the doors and after going to bed we were robbed of our jewellery and cash in total about $18000 dollars and staff couldn't have cared less. Just started to back pedal about us not checking we were secure and I know half is on us for not being diligent and checking all windows were locked and assumed they were as all were closed but half the buck stops with them too for not having the property secured upon renting said property. Never even wrote down anything about our complaints let alone make an effort to help. Would advise anyone who uses this company of their negligence and will never use them again for anything. Beware renters of this dodgy company and their attitude towards patrons.
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  Ruth Hardman Added December 18, 2022

  ★ ★ ★ ★ ★
  The best Real Estate I have ever rented through, cleaned for and holidays through. Very professional and polite always.
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  Stacy Fairfax Added December 18, 2022

  ★ ☆ ☆ ☆ ☆
  This company lacks morals and customer service skills. The issues I had with this company were many. Firstly, I tried to make a booking and they told me this particular unit had a minimum stay of a week but sometimes if it's closer to the date, the owner will approve a shorter stay if there's no interest. Fair enough, I thought. So, I called back and the real estate got approval from the owner to book my shorter stay. "Wow," I thought, "This place is really going above and beyond to ensure I can stay with them!" I was impressed. But, this feeling was short-lived. The real-estate agent informed me that I would receive an email to confirm my reservation and enter my bank details to process payment. I did not receive this email straight away but ANZAC day fell in the middle of the week so I gave them a week in case they didn't get around to it straight away. I called back one week later and an agent told me because I didn't confirm and pay within the allotted time limit, I would have a pay an additional fee to secure my reservation. I argued that I never received the email so I would not be paying any additional fees. The agent soon figured out that whoever took my information had recorded my email address incorrectly. So, I didn't have to pay an additional fee. Awesome. Moving on, "Let's get this reservation paid for," I thought. I provided my bank details and was shocked when I received my receipt. I was charged $360 instead of the $136 that I was under the impression I was paying. I then called the company back and the agent informed me that the price on the website was only the price IF I booked the unit for the whole week. I was, of course, a bit upset as none of the 3 agents I had spoken to over this whole process informed me of that little detail. They were charging me MORE THAN DOUBLE of what I was under the impression I would be paying. I truly believe it was an immoral practice to charge the customer without informing the customer of this substantial difference from the advertised price. When I scoured the website to find this detail I found this statement, "* Indicative price only. Please select dates for more accurate rates. Conditions and additional charges may apply." At no time was I made aware from the agent, since I made this reservation over the phone, about the discrepancy between rates. At this point, I just wanted to be done with this organization.
  
  Unfortunately, I was not so lucky. I received a phone call 2 weeks before my trip informing me that the owner wanted to come stay in my property so I would have to either, accept a refund or change units. I chose this particular unit because THAT is the unit I wanted to stay in, not because I thought, "Wellllllllllll maybe I'd be keen to stay upstairs or at the back of the unit...." This rental agency and these owners had the audacity to cancel my reservation after the owners had, allegedly, approved my stay at the unit. I was informed by the agent that the owner can, at any time, decide they want to stay in their property and cancel any reservation. I will admit, that was in the terms and conditions. I just never thought that any company would have the audacity to inconvenience a customer/guest in that manner.
  
  This practice is simply immoral and will not support sustainability of the company, Raine and Horne Southwest Rocks. My partner's family rents the same unit every year, for 25 years, but they will not be using this company after the way I was treated. Furthermore, I will not only be protesting all Raine and Horne rental agencies personally, but will shout it from the rooftops to whoever elicits suggestions about where to stay in SWR.
  
  The agents that spoke to, there were many, were unhelpful and less than friendly. This company has poor customer service and even poorer satisfaction. Raine and Horne, you need to re-think your business practices if you want to survive.
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  ross bate Added December 17, 2022

  ★ ★ ★ ★ ★
  Excellent agent to deal with. Most helpful and understanding for holiday letting. Offers the courtesy of letting you know if you can move in earlier than normal if available. Always friendly and professional.
  Highly recommended

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