Response from the property

Thank you for your review. We are pleased you enjoyed the spacious layout and décor of the house, the treetop outlook, peaceful setting and resort facilities. The houses are equipped with reverse-cycle heating and cooling, with additional portable heaters and blankets also provided for colder evenings. We are disappointed by the comments regarding reception. Detailed information about the accommodation, its self-contained nature and the required check-in process was provided before arrival. Unfortunately, this information had not been read and the necessary check-in steps had not been completed. When our team explained that these requirements needed to be followed before access could be provided, this was met with resistance, making the arrival process more difficult than it needed to be. Despite this, our staff continued to assist and ensured access was provided. As clearly outlined in the booking information, these are fully self-contained holiday houses rather than serviced hotel rooms. Full kitchen facilities are provided, together with a complimentary starter supply of tea and coffee, but meals and in-room food and beverage services are not offered. We appreciate your positive comments regarding the views, quiet location, safety and family-friendly facilities

Response from the property

Thank you for your kind review. We’re delighted to hear your family had such an incredible stay at Fairy Wren and enjoyed the convenience of being close to town, as well as the Oasis resort facilities including the pool and games room. Oasis is home to a collection of individually owned properties, each with its own style and charm. Fairy Wren is privately managed within the complex, so we’re pleased to hear Alice was so accommodating and that the home suited your family so well. It’s always lovely to hear guests making special memories here. Next time, we would love you to book directly with Oasis rather than through Airbnb or other online booking platforms. Booking direct means you avoid hefty third-party commissions and can often pay less for your stay. We hope to welcome you back again when the kids are a little older.

Response from the property

Thank you so much for taking the time to share such a thoughtful review, and for choosing to return to The Oasis for your second family holiday. We genuinely appreciate your loyalty and we’re so pleased to hear you had another very enjoyable stay overall. It’s also really helpful to hear your feedback about the apartment you stayed in this time. While we’re glad it was clean, functional, and comfortable in many ways, we completely understand how small details, like older kitchen handles showing their age, or outdoor furniture and planters that are a little worn, can affect the overall feel. Thank you for pointing these out so clearly. These are exactly the kinds of easy improvements that can make a big difference, and we’ll be reviewing those items with the owners as part of our ongoing maintenance and refresh program. We’re especially happy to hear you enjoyed the location again, the walk through the bushland track to Tallow Beach, and that the pool was such a relaxing option for your family. It’s one of our favourite parts of the property too, and we love that it helped make your holiday even easier with kids. Thank you again for staying with us and for your helpful suggestions. We’d absolutely love to welcome you and your family back for another Byron getaway in the future. Warmest regards, The Oasis Apartments & Treetop Houses Team

Response from the property

Thank you for your positive comments about the facilities—we’re really pleased to hear you enjoyed the amenities and what the complex has to offer. We did notice your mention of feeling cold during your stay. Just a friendly reminder that we’re always happy to assist with extra blankets or a portable heater—we just need to know! It’s a shame we only heard about it at the very end of your stay, as it’s the kind of thing we could have quickly and easily sorted for you during your stay. Our team at reception is always here to help with these little comforts. We hope to welcome you back again soon

Response from the property

Thank you for your feedback. Unfortunately, we have been unable to identify your booking from the name attached to this review, so we cannot confirm which property you stayed in or investigate the concerns raised. We take both cleanliness and property maintenance seriously and would have welcomed the opportunity to inspect and address these matters during your stay. Some of our Treetop Houses are currently undergoing scheduled window and exterior timber replacement due to ongoing exposure to the coastal environment, with the work being completed progressively around existing bookings. We would appreciate you contacting us directly with your booking details so we can review your stay with the relevant housekeeping and maintenance teams.

Response from the property

Thank you for your wonderful review. We are pleased you found the apartment clean and comfortable and enjoyed the convenient location near both the beach and town. It is also great to hear you made use of the pool and spa. We appreciate your feedback and hope to welcome you back again.