Jellis Craig ShortStays 148 Ocean Beach Road, Sorrento, Victoria 3943

"Absolutely appalling customer experience. I booked online on the Thursday and received an order confirmation indicating that the property had been booked in my name. On Monday I received an email saying that the property was no longer available. I called and was told that the owner also self manages this property via AirBnb and has just taken a booking for the same weekend. When I asked why that persons booking took precedence over my prior booking (as my booking was made earlier), Lisa Hart the property manger replied with “that’s all been noted, thanks for the feedback goodbye”, before she hung up I said “no, that was a question, please explain why the airbnb booking takes precedence over my booking”. She was silent for a long period of time before saying “we have to do what’s in the best interests of our client”. She then went on to say that “none of their bookings are instantaneous” which is entirely contradictory to the booking confirmation page. It goes without saying that none of that is an adequate explanation and extremely disappointing customer service. The frustrating part is that we were comparing the Jellis Craig property with other properties from different providers and now those properties are unavailable, therefore due to their poor performance, we’re left without a booking. Strongly recommend avoiding this company at all costs. EDIT IN RESPONSE TO JELLIS CRAIG: Firstly - the issue is that you’ve given the booking to someone that booked after me: I booked on Thursday and the Airbnb booking was made on the weekend; secondly your website expressly states that “order confirmed” at the top of the booking confirmation page. Please update your website as this is arguably misleading and deceptive conduct on your part."

"I attempted to book a 10 bed house in Sorrento through AirBNB for a womens group aged from 35 to 60. We have glowing reviews for all our other stays, but this mob seem to think they're something a bit special. We wanted to book a beautiful property with a pool (in the middle of Winter off peak), so we could get together. Firstly, AirBNB would not take the booking without a picture of me holding a picture of my ID, although have already been ID'd. Then Jellis Craig asked for ages of all the guests, so I provided a range 35-60, but they then wanted an individual picture of each guests licence to prove age. What's the use of using AirBNB with all our reviews, if we have to prove all this? While collecting this information, I asked for their public liability insurance, smoke alarm updates and carbon monoxide heater checks, they decided to not take the booking. CLEARLY client safety is NOT a priority when it comes to Jellis Craig Short Stays. NEVER AGAIN!"

"Incredibly frustrated with agents slow response, posting properties online which are incorrectly priced, or not available even when online the dates selected says they are available. It is false advertising! Check pricing with your landlords, how you think it is acceptable to come back to a prospective tennant and ask them to pay over twice the advertised price is incredibly unprofessional. Shame on you!"

"Disappointing experience trying to book two different properties. We were denied the first booking without any reason being provided. After putting in a booking request for another property, we were told two days later that the owner was going to stay at the house on the dates we selected. Why have the dates available on the calendar at all? Additionally, email communication could be improved as I had to follow up on the status of both booking requests. The only positive experience was that Kate was friendly to chat to over the phone."

"We organised a short stay for our anniversary through Claire and Kate, not only did they recommend the perfect property the local knowledge of where we could have a special night out was soo helpful. We even had a bottle of bubbles waiting for us when we turned up... now that is personal service!! Keep up the good work, I have recommended you to all my family and friends."