1 /5 Pieta Mackin: We recently rented a holiday rental on Stayz which was being managed by RT Edgar Rye and were extremely disappointed by the lack of customer service or professionalism provided by the property manager Michelle.
There had been a big storm the night before arriving, and upon arrival there was half a tree down in the backyard. We attempted to call and message the emergency contact number which was disconnected, and in the end sent an email through advising that a tree had fallen down and that we were concerned that the part that was still standing posed a risk to us and more importantly our young children.
The response we received was dismissive, being advised it would be impossible to do anything out it. We then found on closer inspection that the property itself was quite dirty, food and muck on the kitchen cupboards, spiders and cobwebs throughout, months worth of dirt and build up on the windows and outdoor table. We then advised of the additional issues we had found, and were advised that the spiders and grime were also caused by the storm, with no apology or acknowledgement of our concerns and an offer of a $55 refund.
At this point we pointed out further issues with the property; broken outdoor chairs, stains on the carpet and furniture, dirty marks on the walls, an advertised smart tv but no wifi to actually use it. We requested a 10% refund for our stay and highlighted that we felt that was a fair and reasonable amount.
We received a very short response offering a flat fee of $100 and again no apology or acknowledgement of our concerns and no request for photos or further information.
It wasnt until I threatened to lodge a complaint with the ACCC due to RT Edgar Rye failing on providing a service in line with consumer guarantees was a refund offered in-line with our requests, and a very condescending email sent effectively blaming us for not having provided photos sooner.
Had our issues been treated with some level of concern or professionalism I feel that we could have resolved it much more easily and our holiday wouldnt have been tarnished by such a poor experience. Instead it appears Michelle is not interested in offering any level of customer service or even follow up on issues raised until forced to do so.
I would not recommend RT Edgar to anyone looking to have your property managed or to anyone looking to book a holiday rental. Michelle has done a complete disservice to the owner of the property, as we will not book it again given how poorly we were treated.
