1. What does the guest mean by not working?
When a guest describes something as ‘not working’ it could mean anything! Ask them exactly what they mean, and give them a few prompts from the following questions if needed:
Is there no power to the panel at all? Section 2.
Do you have power to the panel but it’s not responding when you push buttons? Section 3.
Is there no air coming out of the vents at all? Section 4.
Is there air coming out but it’s not cold/hot? Section 5.
Is the A/C working properly but only in some of the apartment? Section 6.
Is there no power to the panel at all? Section 2.
Do you have power to the panel but it’s not responding when you push buttons? Section 3.
Is there no air coming out of the vents at all? Section 4.
Is there air coming out but it’s not cold/hot? Section 5.
Is the A/C working properly but only in some of the apartment? Section 6.
2. No power to the panel?
If the panel will not even turn on, it means that it is getting no power at all, or the panel itself is broken.
First clarify that they do have power in other parts of the apartment, then get them to check the fuse box. This is normally located in the wardrobe, but you can check the property information sheet for more details on the exact apartment.
Make sure all fuses are facing the same direction. If there are any facing the wrong way, it means there is no power going to that section of the apartment, ask the guest to switch this to the same direction as the others.
This should resolve the issue, but if the switch turns itself off again, it means something is wrong with the power supply and you will need to arrange a handyman or electrician.
First clarify that they do have power in other parts of the apartment, then get them to check the fuse box. This is normally located in the wardrobe, but you can check the property information sheet for more details on the exact apartment.
Make sure all fuses are facing the same direction. If there are any facing the wrong way, it means there is no power going to that section of the apartment, ask the guest to switch this to the same direction as the others.
This should resolve the issue, but if the switch turns itself off again, it means something is wrong with the power supply and you will need to arrange a handyman or electrician.
3. Power to the panel but not responding?
If the A/C panel is getting power, but doesn’t seem to respond when any buttons are pushed, this is normally resolved by resetting the panel.
First ask the guest which buttons they are trying to use, to make sure they are actually looking at the AC panel and have tried a few things e.g. if they are only trying to push “Set Temp”, this is not actually a button so it won’t respond if they push it!
Depending on the model, the reset button is usually a small grey button which can be pushed with a pen or earring etc.
Ask the guest to use something small to push this button for at least 5 seconds. They should see the whole screen flash and it may take a few moments to reset itself.
Once it has been reset, ask the guest to check the panel again. If it still doesn’t respond, you will need to arrange a handyman or A/C technician.
First ask the guest which buttons they are trying to use, to make sure they are actually looking at the AC panel and have tried a few things e.g. if they are only trying to push “Set Temp”, this is not actually a button so it won’t respond if they push it!
Depending on the model, the reset button is usually a small grey button which can be pushed with a pen or earring etc.
Ask the guest to use something small to push this button for at least 5 seconds. They should see the whole screen flash and it may take a few moments to reset itself.
Once it has been reset, ask the guest to check the panel again. If it still doesn’t respond, you will need to arrange a handyman or A/C technician.
4. No air coming out?
If the AC panel is on, and the guest says there is no air coming out, make sure they have checked all of the vents. If there is air coming from some of them, see section 6.
If there is no air coming from any of the vents, double check whether they mean no air, or just very little air flow.
When a guest reports low air flow, this can sometimes just be the capacity of the air conditioning unit – especially in Circle on Cavill. If the guest is coming from a colder place and/or is used to a split system (wall mounted), they might be surprised at how low the air flow can be from a ducted A/C. The best we can do to make the unit more effective, is optimize the settings that they are using. Make sure the temperature is on 21, the fan speed is up the highest it can go, and the balcony doors are closed. They may also want to close the internal doors so that they can cool down one room at a time.
If there is no air flow at all, double check the settings on the panel. If it’s on ‘Auto’ then it may not have any air coming out right now. Ensure it is on ‘Cool’ if they are trying to cool the room or ‘Heat’ if they are trying to heat the room. Also make sure the fan is on, they may need to increase the speed to be able to feel the air flow. If the guest has tried all of this and still cannot feel any air coming out, then we will need a handyman or A/C technician.
If there is no air coming from any of the vents, double check whether they mean no air, or just very little air flow.
When a guest reports low air flow, this can sometimes just be the capacity of the air conditioning unit – especially in Circle on Cavill. If the guest is coming from a colder place and/or is used to a split system (wall mounted), they might be surprised at how low the air flow can be from a ducted A/C. The best we can do to make the unit more effective, is optimize the settings that they are using. Make sure the temperature is on 21, the fan speed is up the highest it can go, and the balcony doors are closed. They may also want to close the internal doors so that they can cool down one room at a time.
If there is no air flow at all, double check the settings on the panel. If it’s on ‘Auto’ then it may not have any air coming out right now. Ensure it is on ‘Cool’ if they are trying to cool the room or ‘Heat’ if they are trying to heat the room. Also make sure the fan is on, they may need to increase the speed to be able to feel the air flow. If the guest has tried all of this and still cannot feel any air coming out, then we will need a handyman or A/C technician.
5. Air coming out but not cooling?
If the guest can feel air coming out, but it is still room temperature air, ask how long they have had the A/C going for. Many guests are not used to Gold Coast temperatures and have no patience, so they expect the room to cool down instantly. It will need to be on for about half an hour to feel a real difference in the room, or even longer if the room is very hot e.g. if it gets direct sunlight and all doors/windows have been closed.
Make sure they have the correct mode and the best settings applied to cool (or heat) the room the fastest. It should be on ‘Cool’ or ‘Heat’ depending on what they are trying to do. – avoid ‘auto’ as this can take longer to kick in. Make sure the fan is turned to the highest setting, and ‘eco’ or ‘low power’ is off if applicable. Ensure the exterior windows and doors are closed, temperature is on 21, the fan speed is up the highest it can go, and the balcony doors are closed – they may also want to close the internal doors so that they can cool down one room at a time.
If they have used the best settings for at least half an hour, and still cannot feel a change to the temperature, then you will need to arrange a handyman or A/C tech.
Make sure they have the correct mode and the best settings applied to cool (or heat) the room the fastest. It should be on ‘Cool’ or ‘Heat’ depending on what they are trying to do. – avoid ‘auto’ as this can take longer to kick in. Make sure the fan is turned to the highest setting, and ‘eco’ or ‘low power’ is off if applicable. Ensure the exterior windows and doors are closed, temperature is on 21, the fan speed is up the highest it can go, and the balcony doors are closed – they may also want to close the internal doors so that they can cool down one room at a time.
If they have used the best settings for at least half an hour, and still cannot feel a change to the temperature, then you will need to arrange a handyman or A/C tech.
6. Working in some of the apartment but not all?
Many apartments have 2 or more ‘zones’ and only one zone can be used at once. Most often, these zones are split into ‘bedrooms’ and ‘living’ which serves the rest of the apartment.
Please also keep in mind that some bedrooms used to be a study room, so they may be in the ‘living’ zone instead of the ‘bedrooms’ zone.
To change between the zones, some panels have a zone button like the one below:
Others may have a physical switch on the wall:
And some will be touch screen panels, so you will need to change it there.
Please also keep in mind that some bedrooms used to be a study room, so they may be in the ‘living’ zone instead of the ‘bedrooms’ zone.
To change between the zones, some panels have a zone button like the one below:
Others may have a physical switch on the wall:
And some will be touch screen panels, so you will need to change it there.
7. Changing the settings
Every aircon will work slightly differently, please check the property information sheet if we have a full manual for that particular apartment.
As a general guide, most will have the following settings:
Fan
This is normally indicated by a fan icon and a few bars to indicate the strength of the fan. This means the amount of air that is being pushed out. To increase or decrease the fan speed, there is normally an up and down arrow, or just push the fan button a few times to change it.
Timer
This is normally indicated by a clock icon and we prefer that guests do not use this feature. It can be used to automatically turn the unit on or off at a certain time, but it may affect future guests.
Temperature
Although the temperature can be set very low, we ask that guests do not set it any lower than 21 degrees. If the temperature is set lower than 21, it can cause the unit to overwork itself and freeze up.
The temperature is the main function of the AC, so it can usually be changed just by using the up and down arrows. Occasionally, you may need to select a temperature function first.
Mode
Most of the time, the A/C should be set on the ‘cool’ function – sometimes indicated by a snowflake or icecube.
The other modes available are usually heat, auto, and occasionally low power or eco.
To change the mode, there should be a button labeled ‘mode’, or in this case just the letter M.
Zone
Many apartments have 2 or more ‘zones’ and only one zone can be used at once. Most often, these zones are split into ‘bedrooms’ and ‘living’ which serves the rest of the apartment.
Please also keep in mind that some bedrooms used to be a study room, so they may be in the ‘living’ zone instead of the ‘bedrooms’ zone.
To change between the zones, some panels have a zone button like the one below:
Others may have a physical switch on the wall:
And some will be touch screen panels, so you will need to change it there.
As a general guide, most will have the following settings:
Fan
This is normally indicated by a fan icon and a few bars to indicate the strength of the fan. This means the amount of air that is being pushed out. To increase or decrease the fan speed, there is normally an up and down arrow, or just push the fan button a few times to change it.
Timer
This is normally indicated by a clock icon and we prefer that guests do not use this feature. It can be used to automatically turn the unit on or off at a certain time, but it may affect future guests.
Temperature
Although the temperature can be set very low, we ask that guests do not set it any lower than 21 degrees. If the temperature is set lower than 21, it can cause the unit to overwork itself and freeze up.
The temperature is the main function of the AC, so it can usually be changed just by using the up and down arrows. Occasionally, you may need to select a temperature function first.
Mode
Most of the time, the A/C should be set on the ‘cool’ function – sometimes indicated by a snowflake or icecube.
The other modes available are usually heat, auto, and occasionally low power or eco.
To change the mode, there should be a button labeled ‘mode’, or in this case just the letter M.
Zone
Many apartments have 2 or more ‘zones’ and only one zone can be used at once. Most often, these zones are split into ‘bedrooms’ and ‘living’ which serves the rest of the apartment.
Please also keep in mind that some bedrooms used to be a study room, so they may be in the ‘living’ zone instead of the ‘bedrooms’ zone.
To change between the zones, some panels have a zone button like the one below:
Others may have a physical switch on the wall:
And some will be touch screen panels, so you will need to change it there.