We arrived at the property we rented via Airbnb to find a broken bed that was unusable. I reported it to Ty SA straight away and was told they would contact the maintenance team to sort it the next day and to leave a key out. No one came. I was told after complaining that they never said anyone would show up and do anything about it so I shouldn’t complain that they left it! I was then told 2 days after getting home from our stay that it had then been checked and they acknowledged the bed was broken but even so, they would not be issuing a refund. They suggested that I should have sourced alternative accommodation, with a toddler and elderly mother in law, late in the evening after waiting all day for no one to turn up and sort the bed. My mother in law slept on the sofa the following night as it was comfier than the bed in her room which felt like a plank of wood, and we couldn’t swap with her as our bed was broken! The staff who communicated with me throughout this experience were rude and very unhelpful with a “not my problem” attitude. The fact that people have had so many issues at their properties and they won’t even offer a partial refund as a gesture is honestly appalling. Not to mention the lack of WiFi, a TV that you can’t use unless you log into all your own apps, dirty windowsills and worktops, broken drawers and cupboards…. The fact they think a broken bed is acceptable for someone to have to sleep on is beyond me. The staff are antagonising when trying to aire your concerns and after I’d left a bad review due to their lack of accountability, their pathetic response was to leave a bad review for me too. Even though I had been quite calm and reasonable up to that point while trying to show my dissatisfaction of being expected to pay to sleep on a broken bed! I don’t think it’s unreasonable to expect a partial refund for this!? But no. Thankfully Airbnb arranged a refund as they agreed this was not acceptable straight away. This review will no doubt be met with a response filled with blame and attempts at clapping back as they cannot just apologise and accept a mistake has been made. They should just use these reviews as ways to improve their service, which is very much needed! Unfortunate really as the property would be really nice if they’d just make a few adjustments, and had someone come and fixed the bed while we were there, I would have given a good review and looked past the other issues. Shame they are just a greedy company that just cares about the money coming in and not the quality they are providing. Added after response from TySa - the review they left on Airbnb was removed by Airbnb after it was found to be wildly incorrect and unnecessarily rude. This says everything! Airbnb did issue a refund as they agreed their behaviour and broken bed was not acceptable.
Claim your business profile now and gain access to all features and respond to customer reviews.
Tŷ SA provides serviced accommodation management services to landlords and property investors across Wales and England.
We act as a managing agent on behalf of individual property owners and do not sell accommodation directly to guests.
Guests book stays via third-party platforms or directly with the property owner.
This Trustpilot profile is intended for landlords and investors reviewing our property management services.See more
