tysa.co.uk

Extremely unsatisfactory stay

We travelled from overseas with young children and arrived to a property that was clearly not cleaned to an acceptable standard, despite a substantial cleaning fee being charged. Floors were dirty and sticky, cupboards contained food debris from previous guests, rubbish was left outside the front door, and the sofa was so stained and unhygienic that we had to cover it before it could be used. There was also hair and debris on pillows, grime along skirting boards, and a general lack of attention to detail that suggested systemic cleaning issues rather than an isolated oversight.While cleaners did attend the following day and maintenance over the next 48 hours, this does not change the fact that we spent at least the first 24 hours of our stay in a property that was not in the condition advertised or paid for. We still had to clean ourselves simply to make the property usable. This loss of amenity and disruption to the start of our stay was never acknowledged in any meaningful way.The option of relocation was raised only after we had already arrived, unpacked, and were trying to settle exhausted children following long-haul travel. At that point, moving properties was not a realistic or practical solution — our priority was getting the children rested, not packing up again to view alternatives. Offering relocation after arrival does not negate the fact that the original accommodation was below standard on check-in.There were also numerous maintenance issues: broken and unsafe heaters, a broken coffee machine, loose fixtures, damaged blinds, a door handle coming off, dripping taps, broken airers, and a freezer with heavy ice build-up. One heater fell over shortly after being switched on, which was particularly concerning given we were travelling with a baby.The beds (with the exception of one) were extremely uncomfortable, with mattresses clearly at end of life where springs could be felt.Communication was slow over the holiday period and, although remedial action was eventually taken, there was a complete refusal to acknowledge any compensation for the period in which we paid for a service that was not delivered. The response focused strictly on policy rather than guest experience.Additionally, the property is spread across three floors, which was not clearly disclosed at the time of booking. This is important information for families or anyone with mobility considerations.Overall, poor cleanliness, poor maintenance, uncomfortable beds, and an inflexible approach to guest experience made this a very unpleasant stay. We would not return and cannot recommend this property or managing agent.

Date of experience: Dec 28, 2025