Andy and Melinda who are the new owners of the hotel management are very rude. We booked the 4 bedroom penthouse in March 2022 and had various dialogue with Andy and Melinda in regards to 6 of us staying, that we were going to be using the BBQ etc. We picked up that service wasn't a strong point, they weren't helpful but weren't initially rude either. 2 days before we were scheduled to arrive I emailed them within the same dialogue that had my original booking confirmation- the subject line being our reservation number. They reply "I can't see you have a booking with us, we are fully booked this weekend sorry" While they should have used a bit if common sense before replying, again, it's a passable service fail. I called Andy and he was SO defensive and did not apologise for the dismissive email basically saying "who's this" I couldn't speak, he kept cutting me off and was super patronising and just unnecessarily rude. He then tried to say that if we had 6 people we needed to pay more for the room (I emailed him in March within the same email dialogue noting "We are a party of 6 people" and he replied "No problem, you are all sorted for 6 people" I brought this to his attention and he just flat out denied he wrote the email (weird) I obviously had proof so I said I would end the call and that I'd get my partner to contact him and when he did, Andy was completely apologetic. So not sure why he was so rude to me, he admitted that he sent the email (hard to keep denying I guess) and that we were all sorted. When we arrived we checked in and the penthouse was not very clean at all, dust around all the edges of the carpet and tiles, the deck was caked with dirt like it hadn't been hosed down in months, we cleaned everything and definitely left a MUCH cleaner apartment than the one we arrived to despite 6 of us staying there. On the first night as discussed with Andy on the phone and over email, we went to use the BBQ, it was SO DISGUSTINGLY filthy and had no gas, we call reception and no answer, we try again and someone answers "This is after hours" (It was 8pm to be fair) We then said that we needed some gas for the BBQ and Andy replied "We can't sort it, this is why we don't advertise BBQ's" (It is actually advertised with a BBQ) incredibly combative person, and we pushed it and said "yes it does say BBQ" he said "go and get the gas bottle off the pool BBQ if nobody is using it" we said "Can you please bring it to our room?" He said "Okay but you need to put it back tomorrow" He begrudgingly got the gas bottle from another BBQ and then put it outside our room without telling us, everyone was quite shocked and we are all pretty relaxed people but we eventually found it was there and used the BBQ (after spending over half an hour cleaning it first) - we laughed about it in the end as at this point our expectations were very low in regard to customer service. When we checked out, Melinda seemed angry (maybe because we left the apartment too clean) just unprofessional, like we had ruined their life by asking for gas for the BBQ they advertised and assured us would be great to use on Friday night! By that time it was all just hilarious, she didn't ask how I stay was or anything, she was completely mute and if I hadn't said hello, I don't think she would have. One day I might add all the images we took. We would never stay here again until Andy and Melinda don't mismanage the place anymore, or learn some customer service skills. Cue defensive reply (if any).....…