We booked a two-night stay at 7 Grove, Hartlepool through Host & Stay for £1,100 plus a damage deposit. Despite receiving promotional emails days before, we were not informed the property had been cancelled. After hours stranded with young children (two with additional needs), we were forced into a last-minute replacement that was totally unsuitable — lacking all the key facilities we booked for, and with serious health and safety issues (chemical smells, dead bees, broken flooring). Financially, the experience was a disaster: • £1,100 paid for the original booking (no refund yet) • £280 paid for an extra night due to a medical emergency (forced, not by choice) • £686 was taken from my account without permission (only refunded after I chased them) • Damage deposit still not returned • Food spoiled, extra fuel costs incurred, and a birthday celebration ruined Host & Stay’s only offer has been a discount toward a future stay — completely unacceptable after such a breach of contract, emotional distress, and financial loss. I would not recommend this company to anyone. Extremely poor customer service, serious mishandling of our booking, and complete lack of accountability. Proceed with extreme caution.