During my stay at Be. Fremantle, a four star serviced apartment charging, my family and I experienced a distressing and dangerous incident when our unit was broken into at night while we were asleep inside.
The intrusion occurred through the ground floor patio facing a dark, secluded public carpark. I later learned that this entire side of the building has no CCTV coverage, a low fence, and an unlocked side gate with no camera or lock to deter intruders. Anyone from the carpark accessible to public could look straight into the apartment. Even the investigating police officers were shocked at this complete lack of basic security and remarked on how unsafe it was. Because of the lack of surveillance, the burglar remains at large.
When I raised these concerns, management said it was my responsibility to use the in room safe, missing the point that the apartment was broken into while we were sleeping in it at 10:30 pm. This was not just theft but a serious safety breach.
Despite police instructions to leave the apartment untouched, management prioritised preparing the room for the next guest barely an hour after the 11 am checkout time, risking contamination of evidence. When I requested a refund for the danger, trauma, and lapses in duty of care, management dismissed my concerns and even threatened to report me, accusing me of making false claims to obtain compensation.
I am prepared to submit photographs of the unlocked gate, email correspondence, and the police inciden