Host & Stay Reviews

Name: Host & Stay
Address: 27 Milton Street, Saltburn
Rating: 4.21

4.2 Rating 1,064 Reviews

80 %

of reviewers recommend Host & Stay

Company Reviews

Questions

Metrics

4.2

Based on 1,064 reviews

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

Visit Website

Phone:

01287 658 171

Email:

info@hostandstay.co.uk

Location:

27 Milton Street
Saltburn
TS12 1DJ

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Host & Stay 1 star review on 8th October 2025

Martin Hayton

Anonymous

Anonymous // 01/01/2019

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

“Terrible management company. Probably manage too many properties or only really know about certain locations so don't really care if 1 or 2 do poorly. All properties were well-managed and doing well until the company I was using was bought out by Hostand stay. They used terrible cleaners that didn't clean or take care of the properties resulting in them being taken off AirBnB due to poor reviews which I wasn't informed of. They ignored my complaints about the cleaning company and it took me 7+ months to change the cleaners and then they stopped communicating with the new cleaners not allowing them to know when guests were staying. The errors made, lack of communication and poor management are too many to list here. I could probably write a book. I would recommend doing yourself or use any management company other than these.”

Helpful Report

Posted 1 week ago

“Horrific experience with host & stay. Still waiting for a complaint to be resolved from Sept 30th 2025. Have asked several times for a manager to call me and absolutely nothing. We stayed in a house in Brighton, with our 10 month old baby, the heating didn’t work, so we were all freezing. There was no logs for the fire (which was advertised on the listing), the rep from host & stay advised us to buy a wood stove and keep the receipt!?!? Host & Stay very promptly then changed their listing, so it no longer says log provided (screenshots have been sent). Lastly on our confirmation email it said we had to vacate the property by 11am on the morning of our departure - the morning came and we had a text stating we had to leave by 10am. So a very rushed unplanned morning with a baby. Before host & stay have an opportunity to reply on here - they have emailed me offering a £55 refund, to which I have said is totally unacceptable and asked a manager to call me again (3rd request) - still waiting from 11th November. Avoid at all costs!”

Helpful Report

Posted 1 week ago

“Disgusting behaviour. I booked an apartment via booking.com with this company, but despite cancelling well within the " free cancellation period" this company will not give me my £289 back. Repeated attempts to contact them and to ask for my refund just falls on deaf ears. Constantly being fobbed off . BEWARE WHEN YOU BOOK”

Helpful Report

Posted 1 month ago

“Absolutely terrible company, no customer service at all! Don't book a property through them, terrible experience, avoid!!”

Helpful Report

Posted 2 months ago

“An owners Perspective on Host & Stays letting service. In a word, “Avoid” this company when considering letting your property. The initial sales side is slick and professional, but the service delivery is pretty dismal by comparison, particularly when sold as a “premium” service. We were first-timers to the letting market and were initially impressed with the offering as portrayed by the salesperson that we met at our property. They promised a hassle-free high-end service for owners who want to rent their properties with a minimum of personal involvement. We signed up to their “premium” service at a net cost of 18% commission (VAT inclusive). We have been with them since the end of June and unfortunately have experienced a very poor service offering from them, and it has proven to be anything but hassle-free. Despite endless notes of apology and acceptance of our frustrations and their mistakes, it continued to the point where we had recently had enough and suggested we agree to part ways by mutual consent and put the engagement with them down to experience. We agreed to honour existing bookings but said no more were to be taken. At that point, they suggested we were bound to stick with them for the balance of the contract and notice period despite all the shortcomings, so trying to bind us into a continuing negative experience with them when we had already become totally exasperated. I find it somewhat rich to be told that notwithstanding the fundamental failures and mistakes that were made, we were now tied into that on a continuing basis. Needless to say, I’m not accepting that but thought I ought to warn others not to be taken in by the sales offering when the reality is very different to that. It has unfortunately spoilt our experience and will make us very circumspect in the future. Our rental guests were also critical as to their dealings with Host & Stay citing “rudeness” and a failure to communicate.”

Helpful Report

Posted 2 months ago

“This company be leave the pictures below are acceptable. They ignore your complaints and promise they will look into the issues but don't. The property was unfit for purpose,dirty with broken furniture. Host and stay are the worst company I have ever used. Please keep away if you don't want your stay ruined.”

Helpful Report

Posted 2 months ago

“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.”

Helpful Report

Posted 7 months ago

“STAY AWAY Stay Away — Misleading Listing and Terrible Service I stayed at this property for the weekend and paid £360 absolutely not worth it. First, the place was incredibly difficult to find. If you’re driving, be warned: there’s no parking available, and they don’t offer any helpful guidance or options either. That alone makes it inconvenient for anyone with a car. When we finally got inside, the TV wasn’t working but worse than that, there was no WiFi at all. Despite the listing on Booking.com clearly stating that free WiFi is included and available in all areas, we had no internet for the entire stay. It wasn’t even set up or registered with BT. It’s completely misleading to advertise it as an included facility when it’s not functioning whatsoever. When we contacted the host expecting at least some assistance, we were met with rude and dismissive responses. They tried to refer us to their own website, which includes a disclaimer about WiFi not being guaranteed but this was irrelevant, as we booked through Booking.com, where WiFi was clearly listed as a provided amenity. There’s a big difference between “slow WiFi” and no WiFi at all. To top it off, the check-in and check-out times are unfair. You pay for two nights but get less than 48 hours: check-in is at 4PM on Friday, and check-out is forced at 10AM on Sunday. It feels like they’re squeezing maximum money out of guests for minimal service. I wouldn’t stay here again, and I strongly recommend others look elsewhere. Misleading, poorly managed, and zero accountability.”

Host & Stay 1 star review on 13th April 2025

Helpful Report

Posted 8 months ago

“Booked a room via Airbnb. On arrival there were no keys and there was no room. Turned out 'Host & Stay' cancelled their contract with Airbnb for a room at 'Rox Studio' & so put me up way out in the other part of town, after having been put on hold for 30 mins stranded with all my luggage & then gave very little time to freshen up & go to work. Shout out to Mark who at least helped put a roof over my head. Their backup 7 Grafton St in the rougher part of town & in some serious need of TLC. 1. No lift, or anyone to meet & had to carry v heavy luggage up x3 floors & immediately rush straight back out for a meeting - all very upsetting. 2. There was no cooker/hobs etc. Had bought £80 worth of food beforehand which I then had no way of cooking. The ‘kitchen' is very dated. (Basically a kettle and mini fridge). 3. Slow wifi 4. Filthy windows / dirty light fittings 5. The area of town was the opposite direction that I needed to be in all week for work, but felt unsafe & kept hearing people shouting outside throughout the night 6. No gym 7. Bathroom door kept sliding open & doesn't stay closed. The main reasons why I made the booking at Rox Studio in the first place, was down to its: close location to town / the kitchen with the needed amenities / gym and modern new fresh interiors. The booking was £482, quite a lot of money for the room I didn't book for. Still waiting for my complaint to be handled & will amend my review if I can be compensated - the £25 part refund is not sufficient. Please reach out to me for more details asap. Thank you.”

Host & Stay 1 star review on 11th April 2025

Helpful Report

Posted 8 months ago

“Made a booking for two nights, and later checked with the team about the step free access because of my disabilities. They mentioned it doesn't have a step free access and it would be better to cancel. Since that day (6days before the checking date) I contacted both host and stay and booking.com requesting a no penalty cancellation, but both kept on referring eachother, without actually helping me, and at the end charged me for full 2 nights, without me being their at all.”

Helpful Report

Posted 8 months ago

“We stayed at The Old School House in Pickering, which is a nice property in a good location. However, our stay was overshadowed by the terrible customer service provided by Host and Stay. The payment taken from our credit card was more than the total shown on the booking form, and, when queried, they simply sent a ‘revised’ invoice which conveniently added up to the higher amount. Despite, providing Host and Stay with a screenshot of the booking form showing the original amount, and chasing this up repeatedly, it seems clear that they have no intention of offering an explanation or refunding the monies taken. We also had to chase for check-in instructions and were sent details referring to a completely different property, which required more time trying to speak to someone (not an easy task) and then waiting for ’a manager to check’ and get back to us. The property itself was fairly clean, although there was an accumulation of dust/dog hair/crumbs under the furniture (and in the cutlery drawer!) We reported that the TV and gas fire weren’t working within hours of arriving but were only contacted on the afternoon of our last day to ask if we wanted someone to come and look at the issues, which was clearly too late. We regularly book self-catering properties and have never encountered such poor customer service. We certainly won’t book through Host and Stay again, nor would we employ then to manage rental properties for us.”

Helpful Report

Posted 8 months ago

“After being scammed by this broker , I found out about Sup*reme*asset*7**@**gm*ail.**com and they recovered my funds back.”

Host & Stay 1 star review on 14th March 2025

Helpful Report

Posted 9 months ago

“Place I stayed at was great. The customer service is probably the worst I’ve ever experienced. I needed my receipt to be broken up in the first 30 days and the couple weeks following(for work). Pretty simple request that I’ve never had an issue of a company doing before. I called 5 times over 2 weeks and was told my problem would be resolved within a day or two. The “customer experience manager” or something along those lines told me I would receive a call from her the next day and she never called. Her excuse for blowing off a customer that had already paid in full for a 6 week stay was “it was busy”. She then refused to email or call following up about the issue or even a “hey we’re not going to elevate this any higher” because I had requested a manager about my experience.”

Helpful Report

Posted 9 months ago

“Terrible host. Turned up at the apartment on Friday evening at 4pm (the earliest check in time) to find someone else staying there. After two hours trying to contact the host and resolve the matter I found alternative accommodation. The apartment also looked very unsafe and dirty. I would not recommend this host. Steer well clear.”

Helpful Report

Posted 9 months ago

“I booked a stay via Expedia with H&S, but after a six-hour drive with a small child, we were unable to access the apartment. After over three hours of back-and-forth with multiple people—some of whom claimed that subletting wasn’t even allowed in the building—we finally gained entry. Once inside, the apartment was in disarray, missing basic essentials like a kettle, toaster, and drinking glasses. Given the poor condition and overall experience, we had no choice but to leave and book a local hotel for the rest of our stay. H&S initially offered a full refund and £110 in compensation. While the refund eventually arrived after nearly 15 days, despite numerous follow-ups, the compensation was never paid. This experience completely disrupted our Christmas trip to visit family in the city. Extremely disappointing.”

Helpful Report

Posted 9 months ago

“Stayed at Badger cottage in Pickering. No hot water for 3 of 5 night stay. Difficult to get it sorted with multiple calls although was a simple problem. No refund offered until eventually 10% offered but never paid as yet(6 weeks.)No parking on site. Only one small upstairs bathroom for 4 bedrooms, other bathrooms is off kitchen”

Helpful Report

Posted 10 months ago

“Terrible customer service. On arrival to our apartment at 5:30pm with a newborn and toddler in tow, it wasn’t clean. There were dirty towels on the floor and the beds had been slept in. I contacted Host & Stay straight away who tried to get in touch with the cleaning team. They were unsuccessful so I arranged to stay in a nearby hotel for one night and to return the next day to complete the rest of my trip. I requested a refund for the one night and of the cleaning fee due to the inconvenience caused. I was told to expect it to take 10 working days to receive a refund, which I accepted. It’s now been over a month and I’m still waiting for a refund. Each time I contact customer service they’re apologetic but do nothing to resolve the issue. They also keep getting things confused, even the amount I paid, offering to refund me for less than the one nights stay and not at all acknowledging this or the fact I also requested the cleaning fee to be returned. I booked via airbnb so can only assume it cost more via that platform and they aren’t aware? Wouldn’t stay with them again as I don’t trust they can respond effectively to issues.”

Helpful Report

Posted 10 months ago

“Worst hosts as a company and location I've ever stayed in, in this air bnb style manner. Terrible customer service who just reply to emails with the usual niceties and professional key words but doesn't actually follow through with that they say. The location of Athenaeum House in Leeds is what I would describe as great location but the other habitants/guests are ridiculously loud. If you want a good sleep, don't stay here. Doors slamming until early hours of the morning all day until around 0330. Personally I believe the apartment to be opposite someone selling drugs. Every 30mins from 2230 -0330 the doors would slam open and close, (shaking the thin walls) as if they are going out to meet someone and deal. The apartment looks out onto a building site and on the same side, from around 2030 to 2330 muptiple times there is a pub worker who pours hundreds of bottles into a skip Walls are thin so conversations can be heard next door Missing TV remote. For my 9 day stay, it would've been nice to relax with some background TV. It didn't work at all without it. Was told they will look into it and i would recieve a response, but nobody did. Bought a replacement remote for the last few days, which i offered to leave it there if they reimburse me... again, useless emails from the company so it went in the bin. No mirror In the bathroom, making shaving a creative challenge. Oven didn't work fully Main entrance was faulty and even unsecured as the lock was broken off Mould and damp coming in from the ceiling, creating a pile of flaking paint on the floor Overall. A terrible place to stay and terrible company to book with. They do not care about customer service at all”

Helpful Report

Posted 11 months ago

“•Useless staff I Phoned due to noise complaints from neighbours, then went down reception and none of them made the effort to do something n tell them to stop. •Didn’t warn me about the consistent noise outside the apartment. •Basically scammed me more money than the price that was stated to pay. •Claimed kitchen was fully equipped, there was no oven with pots and pans nor utensils, So it wasn't fully equipped at all. •They allowed irresponsible drunken adults to leave their young children alone in the rooms and banging doors making a massive disturbance till late hours of 11:30pm/12am •They claimed no parties allowed, but seems everyone was having a party.”

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Posted 1 year ago

“until they change the entry system do not book or you will be locked out in the dark. Outrageous and the management company couldn’t even say sorry. Lovely owners came out but not the point. £526 spent and freezing cold and no entry after a 5 hr train journey”

Helpful Report

Posted 1 year ago

Host & Stay is rated 4.2 based on 1,064 reviews