We went up to Melb from Geelong for my son and daughters birthday as a weekend away.
This property is clearly a newly owned business opportunity for the owner. They had limited knowledge of the building and how access worked, to the point where our car was stuck in the car park because we did not have access to the car park. This was followed by exceptionally poor contact from the "agent", who had to translate to the owner as they were not able to communicate in english.
The pick up and drop off of keys was also not professional in the slightest. They showed up late to drop off, and told me I was early, despite them texting the agreed time. We then arranged to meet at 10am for check out and to receive my deposit back onto my credit card. They didn't show up, and when contacted they then went to the incorrect venue, surely you would know where you're customers are staying.
I eventually got my car out of the car park after the owner and I ran up 5 levels in the car park. They did give me some form of refund, but this does not excuse the level of customer service that they offered and also agreed to.