We booked a weekend away at Rockpool, a Host & Stay property in Scarborough through Vrbo. We arrived after a 3-hour drive, to find that it had not been cleaned, bedding not changed, bins not emptied etc. After several attempts we managed to get through on the contact number which was answered by a messaging service. We were initially told by the person who answered, who had very poor English, that this was not possible so we had to send photos. They then said that they would send a cleaner (it was after 8pm om a Friday night). We explained that we hadn’t eaten, couldn’t unpack etc. After an hour on the phone, they told us that we would be relocated to a different property on the other side of town. We accepted this, fetched the car, reloaded it and drove to the new property which was fine. At no point did anyone say that this was for just the one night. We eventually got to eat at nearly midnight. Next morning as we preparing to get on with our holiday, we received a phone call to say that we had to move back to the original property. We explained we had made plans to meet a friend and this wouldn’t be possible. We then received a text saying that if we didn’t leave, we would be treated as trespassers. We repacked the car and returned to Rockpool. At this point we raised a complaint through Vrbo. We then received an invoice for the night at the new property which we ignored assuming it was just automatically raised and would be cancelled. They then tried to collect payment from the bank, who fortunately declined it. We tried to make the best of our weekend and forget the ordeal we had. However, we then received an email saying that because Host & Stay had not been able to collect payment, unless we paid by return that they would start legal proceedings! At no point has Host and Stay apologised, we have been treated appallingly and Host & Stay have not responded to our complaint either to Vrbo or directly to us. They claim to have a “passion for being the best”. Every contact we have had with them has been the absolute worst, they may work hard for their property owners but have no customer service support for paying clients when things go wrong. What an awful company.