Host & Stay Reviews

Name: Host & Stay
Address: 27 Milton Street, Saltburn
Rating: 4.23

4.2 Rating 604 Reviews

81 %

of reviewers recommend Host & Stay

Company Reviews

Metrics

Info

4.2

Based on 604 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.3 out of 5

About Host & Stay:

A modern approach to holiday home management. At Host and Stay, our flexible, millenial approach to marketing your property will ensure your property reaches a growing global audience quickly and effectively.

Visit Website

Phone:

01287 658 171

Email:

info@hostandstay.co.uk

Location:

27 Milton Street
Saltburn
TS12 1DJ

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I paid a deposit of £250 and have been trying to get my deposit returned for over 10 days.”

Helpful Report

“My appartment got cancelled without a reason 2 weeks before my stay. Customer service couldnt help me and no one was able to tell me why it got cancelled. Host and Stay didnt even try to help me find another appartment.”

Helpful Report

“The host contacted me to say they had found my rings they said my friend could pick them up she went no one was there they then asked me to pay for postage I did 3 weeks ago and no one has got back to me don’t stay with this host they have stole my sentimental rings”

Helpful Report

“BEWARE SCAM. Host has hidden conditions to pay compulsory insurance of £25 or £200 deposit. This is normally not allowed with AirBnB but they avoid this by setting up an external website. AVOID NOT BE RIPPED OFF. Also property itself is not particularly brilliant. It located on a side street which is infested by sea gull and pigeons so expect no sleep and bring an umbrella for entering the property.”

Helpful Report

“Stayed in one of their properties and it was one of the very worst vacations I have ever had. Trying to have a shower and an extremely angry grumpy farmer came to the door asking us to move our car! Then the worst, dangerous worse nightmare of the extractor falling and hitting the top of the glass cooker top. The grit and dust went into our eyes and there was absolutely nothing we could do! They did not care that it could have actually killed someone with how it fell! I felt they did not see the gravity of the situation and to this day are not accepting full responsibility for the disastrous holiday we had looked forward to having. My husband phoned the company and we were left holding despite it being an emergency! Knowing what I know about the company now I would never book even a rabbit hutch with them now!”

Helpful Report

“After being moved property after a mix up with booking.com we soon realised we’d left property at the previous address. We called and texted for two days needing to find our property. We were told we would receive a call to see if house keeping found the glasses case, my husband has now had to take the day off work due to no one responding When no one arranged for us to re access the property or get house keeping to look for our property, I then asked the lady I spoke to on the phone to post our property home. She then told me she’d be sending me the postage invoice! We asked for two day to return to the property, leading to us not being to drive for the duration of our trip. We also risked driving home all the way to Manchester without them. This service is unacceptable, I would not recommend this company”

Helpful Report

“The accommodation was booked through booking.com, and Host & Stay were terrible at managing this booking. My contact, Charlie, told me that I needed to purchase a damage waiver, however, I was never sent the URL to be able to do this (due to booking.com not allowing URLs to be sent within messages). No matter how many times I explained to Charlie that booking.com hides the URL in direct messages and that I had yet to be sent a URL to do so, Charlie still did not email or text the URL directly to me (via my personal email address). The result in this meant that upon attempting to collect the keys, I was not able to do so until two very lengthy calls were made to Host & Stay. This was a total headache as I then had to create accounts and make a purchase for a £250 damage waiver on my phone with very little signal. This was quite a stressful and terrible start to the check-in process. The house itself was fantastic, but the checking-in process does not work and needs addressing.”

Helpful Report

“We asked before the stay 3 times re the parking as we all went as a family in 3 different cars. We were told we are fine to park behind the property in a small alleyway. On arrival we asked once again and we were told the same and they also confirmed that it is free to park. We drove behind the property and parked it. To our surprise we received parking ticket worth of £210 which was a nightmare. We contacted the host and we were told that to send evidence of ticket and then they will sort the ticket out. We sent an email, unfortuantely we received a response and was told that they cannot refund us. We had to pay the price for a misleading information provided to us. We sent screenshots of conversation which was intentionally ignored and neglected to understand the circumstances. Extremely poor knowledge of information provided. Secondly, the hob was not working. We had 4 children, one was 10+ and others were below 5yrs old. We contacted the host, no response and eventually we had to order the food for the rest of the stay as we were unable to cook. We paid £600+ worth of money to stay and due to misleading information and then neglegence of helping us re the hob eventually ended up spending more than our budget which was stressful and our holiday ended up experiencing neglect and ignorance. The hosts never bothered to respond for parking tickets and under working hob. Unable to provide zero star so had to give 1 not even a half star for the worth of stay. The only thing that was worth staying there was to take stress, experience ignorant hosts and ignorance to our emails and misleading communication. Extremely poor quality of service. Airbnb has to compensate for their service.”

Helpful Report

“Terrible experience with this company. Offered a refund and 6 weeks later I’m still fighting with the inbox attendants to get it!! The customer service is shocking, never speak to the same person twice, no one is accountable for anything!”

Helpful Report

“I booked a stay in Whitby with a cancellation option....thank goodness!! After taking my full balance immediately without warning, they then asked a day later that I paid £250 damage deposit and an admin fee!!! No chance I thought so I cancelled! They have not refunded my money and their customer service dept are like robots! No real help. They said it may take up to 15 working days to get a refund...then said it may not be returned within that time and could take even longer to be credited!! Avoid them is my advice!”

Helpful Report

“I arrived at the apartment in the evening at 9:30pm (previously disclosed to the host multiple times) and was welcomed by a deadbolted door that would not open. I could not enter the space and spent multiple hours on the phone with support. The support person kept saying they would call back with a solution but never did. I had to keep reaching out (and paying for international minutes). At this point it was 3:50am and the support person told me to book a hotel. The only hotel that would take me that night required a multiple night stay reservation, so I let the host know I will not be returning and would like a refund. I was sleepless that night as I had to drive 50 minutes to the hotel then immediately leave to compete in a world open championship another 40 minutes away. The host had refused to refund me any amount and continues to send me automated messages about submitting a review so here I am.”

Helpful Report

“Host and stay have nothing but disrespect for the customers. The post departure experience borders on pathological madness and don't expect any post trip customer service. I left a laptop at the Premises and despite advising immediately it took 20 plus messages 5 phone calls (non returned) and eventually 8 days later I can collect my laptop from a cleaners house. The total telephone exchange is available for anybody to gear”

Helpful Report

“Host & Stay failed to provide any check in details. Over £500 down so far.”

Helpful Report

“We were meant to stay at an apartment and 2 days before there was an apparent leak so we had to choose another place “Seal Watch”. Location wise it was excellent and the secure undercover parking was an absolute dream. However this is where the positives end. The apartment was FILTHY, dust, grime, grease, dead flies, crumbs and anything else you can think of. With two small children it was less than ideal. The bathroom was disgusting, pubic hair, faeces, urine stains and smell. The bathroom was covered in mould which you could smell too. There was scum all around the shower, on the tiles and bath. Behind the toilet and sink were black with dust, hairs and god knows what else. The finish of the apartment was basic to say the least, it had terrible electric heaters which took ages to warm the place up, thank goodness it wasn’t as cold as it has been. They offered a cleaner to come out but we refused due to the inconvenience and not wanting to pack our things up. It also needed a deep clean not a quick whip around. All in all a real disappointment, we are just waiting for customer service to get back to us regarding our complaint.”

Helpful Report

“We arrived at the property (The Old Pottery, Pickering) on Friday 1st December at approximately 5pm. The outside temperature was -3 degrees. We walked through the front door to a lovely warm home. Walking down the stairs to the kitchen and living area, we could instantly feel the cold hit us. We read through the check in instructions to see that the property had under floor heating, however it was not working in the communal living areas. We turned the thermostats but they didn’t work. I got in touch with booking.com/host and stay straight away. We asked for someone to call and this did not happen. On exploring the bedrooms, we chose who was having which room. As a party of 5 we all were able to have a bed each. We noticed one of the rooms had a number of flies around the lights. Later that evening, we walked into town to purchase logs to attempt to bring heat into the living room and fly spray. We sprayed the flies and spent the evening downstairs, having to move the sofas so we could get the most of the fire heat as no one had come to sort the problem. At bedtime, one of our party went to bed to find the bedroom covered in dead flies: on the bed, the bedside cabinet and all over the floor, especially between the room and the en-suite. There were still some live ones on the window and around the lights. Due to the unacceptable conditions, she needed up sleeping on the sofa in the living area. This was a room with no heating. We repeatedly messaged and just received apologies for the inconvenience messages but no solutions. We spent most of the day in the town as it was too cold to spend time in the house. We bought another bag of logs and gathered around the fire for another evening. We were unable to make use of the lovely dining area and ate our dinner on our knees in front of the fire. We bought a hot water bottle and made up another bed in the sofa again. We had been told that housekeeping had called to the house but we weren’t in and that extra bedding had been left on the step, however there was nothing for us. The fly situation would not be rectified by hoovering them up. There must have been a fundamental problem causing this. On Saturday morning, there were significantly more dead flies than the previous night. We booked this a while ago and sadly, the most recent 1 star reviews, have mirrored our experiences. We believe this property is a health and safety risk: insufficient heat and a risk to health with a fly infestation. This has has a significantly negative impact on our stay and shouldn’t be allowed to be hired out until it’s rectified. A weekend in -2 degree temperature with no heating.”

Helpful Report

“Management company is a disaster They kept me waiting for more than 40 mins to get the check in instructions. On a Friday evening which should be peak time for them. They also charge you a mandatory fee regardless whether you want or not insurance from them. If you dont get insurance they charge you a deposit handling fee anyway. The deposit is 250gbp which i think doesn't show anywhere But the main issue is that the heater on the house was on a timer so switched off every 2-3h. Outside was 0 degrees and the house at 1 point below 15 degrees.. I called the management company around 5 times during the weekend and they totally ignored me. They did actually nothing and we had a bad experience there Very unimpressed about how the management of the property is done”

Helpful Report

“Shocking approach to customer service. We were not able to stay at Bluebell cottage as Host and stay refused access after they introduced new charges and conditions after the point of sale that we refused. Their attitude is that if we don't like it we can cancel our non refundable booking. We booked via booking.com who agreed that these charges were new. I honestly don't understand how this business continues to function with behaviour that seems so unethical”

Helpful Report

“The house was damp smelling down stairs the bathroom we used on top floor was disgusting the beds were rock hard there was only 8 chairs round table wudnt stay here again”

Helpful Report

“I am writing today to complain about our stay at Staffordhsire Getaway. Firstly, when we arrived inside the property we noticed the level of cleanliness was very poor. There was dog hairs on the sofa/floor, food left in the sink, stains on cushions, fingerprints on cupboards and you could see the floor hadn't been mopped. Also, on the website it claims they have added a 'luxury coffee machine so you can enjoy a delicious coffee each morning' well there were no coffee pods to be found so felt disappointed that these were not replaced. The website also claims 'you'll find a luxury space in the bedroom, you'll enjoy your nights sleep, king size bed boasts premium bedding'. There is nothing premium about two single beds pushed together with the most uncomfortable spring mattress'. The fact we had to pay a security deposit to be able to stay in this place is absurd as the standards were so LOW. Secondly, we didn't actually manage to stay the night, we had to sleep in the car with our dog, due the flat above. The walls are not very sound proof, we could hear a bunch of men stumble upstairs in the early hours of the morning, and continued to shout, move furniture until 3am, which we then felt forced to sleep in the car. Due to the noise they made, it made our dog very anxious and on edge, and he would bark at them making noises, so then the people above would give us verbal abuse, swearing, calling us names, making us feel extremely unsafe and vulnerable. We know this is not directly the hosts fault, but online this is labelled as a 'relaxing stay' and it was instead, quite traumatising. We would like a full refund for our stay as we did not actually 'stay' here, we had to leave in the early hours to our car on the road which felt safer than the flat as we felt so scared. We then had a sour taste in our mouth and wanted to go home as soon as we woke up, so we stayed in Whitby for under 24 hours, when we live over 3 hours away. I strongly believe that the provider, whether that's the host, booking.com, or host and stay can enable us a refund due to the factors above, which has made this the worst place we have ever stayed. I hope that this complaint can serve as a huge opportunity for improvement. I kindly request that you investigate this matter and take the appropriate matters to rectify the issue, and provide us with a sutible resolution. I expect to receive a response within a reasonable timeframe addressing the concerns above. Thank you for your prompt action and cooperation. I look forward to a timely resolution and a renewed positive experience.”

Helpful Report

“I did give Host and Stay the chance to reply to me before doing this review but they chose not to. I informed them of the lack of wired in smoke alarms in the property and the fact the battery ones did not work. I have also reported this to the council because after being in a fire myself and knowing the importance of smoke alarms I wouldn't forgive myself if I hadn't and something had happened. This was my major concern although there were other little niggles but obviously my big thing is the smoke alarms and the lack of response from the company. They just want the commission and the glory but don't want to deal with the problems! I'm afraid I won't be voting for you in the award category you requested via email either. Thanks”

Helpful Report

Host & Stay is rated 4.2 based on 604 reviews