Trinity View by Tŷ SA - in Newport

We booked through Booking.com, paying a high price based on listings promising free Wi-Fi, a dishwasher, tumble dryer and comfortable family accommodation. Instead, the mobile hotspot was weak and the Wi-Fi didn't work properly; the television was unusable, with no streaming; there was mould in the bathrooms, dirty furniture and garden rubbish. The steps were covered in algae, the blinds were unstable, and eight guests in a five-bedroom house had just one filthy hairdryer. The photos also gave a misleading impression of the property's condition. Our concerns were dismissed on a phone call with the Tŷ SA team, then ignored. We sent detailed emails, photos and videos on day one, but the host kept denying the problems and making false, baseless accusations about our conduct. We were told we could leave partway through the stay, even with four young children, but wouldn't get a refund. This was meant to be a special family trip, the first time we'd all been together in 14 years, and the property and treatment ruined it. The lack of accountability, unprofessionalism and outright dishonesty from Tŷ SA were shocking. I rarely write reviews, but feel I have to warn others: don't book with them. Their listings are misleading, they dismiss valid concerns, and their response was to gaslight and accuse. We've filed a formal complaint with Booking.com and submitted all the evidence. Until Tŷ SA raises its standards and treats guests with basic respect, it shouldn't be managing holiday homes or advertising them as “luxury” accommodation.