I booked this property through *******, which redirected me to VRBO, and eventually I learned the actual host was a company called Nouveau — none of this was clearly communicated upfront. The day before check-in, I contacted VRBO online and waited over two hours with no reply. On the morning of check-in, I received an email from Nouveau, a company I hadn’t heard of, and had to message VRBO again. They told me I had to call Nouveau directly — but there was no toll-free number, and since I was in Australia using my home country’s SIM card, I had to pay international call fees just to get basic check-in details. ******* hadn’t charged my credit card yet, so Nouveau refused to send access information until I paid. I had to use my debit card to pay manually online before they finally sent the check-in instructions. Then came the car park issue: I was told it would cost AUD 25 per night, and they sent me a payment link — but never told me where the car park actually was. I asked multiple times and got no reply, so I found my own parking solution. After returning home, I discovered they had charged AUD 50 to my credit card — not the debit card I used for the booking. I emailed both ******* and Nouveau to ask what the charge was for. A day later, Nouveau sent a receipt and said it was the car park fee. They claimed they had sent a message to my mobile — which was odd, since they knew I didn’t have an Australian number. When I asked which number they sent it to, they refunded the AUD 50 without explanation. Inside the penthouse, things didn’t improve. The dishes were dirty, there were no hangers, the sofa was a different color than in the listing photos, the TV is not working well with the wifi, and an extra bed was awkwardly standing in the living room. That night, my mother-in-law went to bed first and discovered hair all over the sheets in the king-size room. I contacted the host immediately, and they asked me to go to another flat to remove a bed sheet and exchange it with mine — which felt bizarre and inappropriate. A cleaner came the next morning, but only changed the bed sheets and blanket — nothing else was cleaned. They even left a shirt on the floor. The experience triggered my old back pain due to poor sleep and stress, and I’ve had nightmares since. I requested a partial refund to reflect the physical and emotional impact, but the host’s final response was simply: “There’s nothing more we can do.” ******* also posted an incomplete version of my review and hasn’t responded to my follow-up attempts to correct it. Aside from all the cleanliness issues and lack of communication, the view and the design of the facility were genuinely great — but there is still lots, lots, lots of improvement needed. This was one of the most chaotic and disappointing travel experiences I’ve ever had. I hope this review helps others avoid similar frustration. Cleanliness, communication, and empathy are essential — and sadly, all were lacking here.

When we arrived someone else had put their belongings in our apartment and gone out. The management finally came and removed them and we found out the cleaners had let them in to the wrong apartment. The manager was rude to me on the phone. Beds were comfortable. Need to improve their internal communication and PR. Wouldn't stay here again

I would NOT RECOMMEND this place. Room not ready for 3pm to check in, we had just driven 6 hours with 5 children, last thing we wanted was a room not ready 😫 Supervisor was rude and down right unprofessional about the room not being ready. Hardly would say the room was clean maybe if you're blind! Filthy foyer area and lifts have never been cleaned. Full juice bottle stashed with rubbish in the second bedroom cupboard foul. The wind on the roof of the top floor felt like it was going to rip off through the night so noisy! Overall disappointing place to stay.

BED BUGS!!!!! Do not stay at this place or any other managed by Newcastle Executive Apartments. They clearly do not care for their customers well-being. Informed us to sleep in the bed with bed bugs that night, we ended up sleep on the lounge. Will they compensate us for this night’s accommodation or for medical expenses due to the bed bug bites???? No they will not! Not good enough!