Host & Stay Reviews

Name: Host & Stay
Address: 27 Milton Street, Saltburn
Rating: 4.22

4.2 Rating 1,029 Reviews

81 %

of reviewers recommend Host & Stay

Company Reviews

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Metrics

4.2

Based on 1,029 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 13th April 2025

Anonymous

Host & Stay 1 star review on 11th April 2025

Georgie

Host & Stay 1 star review on 14th March 2025

Lilian

Anonymous

Anonymous // 01/01/2019

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

“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.”

Helpful Report

Posted 1 week 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.”

Helpful Report

Posted 1 week 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 1 month 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 1 month ago

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

Helpful Report

Posted 1 month 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 1 month 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 1 month 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 2 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 2 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 3 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 3 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.”

Helpful Report

Posted 4 months 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 4 months ago

“I am appalled by the substandard quality of the Host and Stay property and the unprofessional customer service I received. It is unacceptable that Host and Stay values its staff time at several hundred pounds per hour, as demonstrated by the outrageous £10 booking fee for a 2-minute task. This equates to an hourly rate of £300! Furthermore, the Host and Stay representative, Charlie, exhibited unprofessional behavior throughout our interaction. His dismissive attitude and rude remarks regarding the exorbitant hourly rate and the property's condition were unacceptable. The property itself was barely adequate and posed several safety hazards, including: * A broken front door lock compromising the security of the entire building. * A shower that floods the bathroom floor, creating a dangerous and slippery environment due to the lack of non-slip mats or safety rails. * Broken and ineffective blinds that fail to block out light. * The presence of mould throughout the flat. * Lack of soundproofing, resulting in excessive noise disturbance. * A damaged plant. * An uncomfortable and potentially unsafe bed. Adding to the inconvenience, Host and Stay's late check-in (4 pm) and early check-out (10 am) further detract from the overall experience. To resolve this issue, I contacted Host and Stay directly and was offered a paltry 10% refund, which they failed to deliver. This lack of follow-through further underscores their unprofessionalism and disregard for customer satisfaction. I urge Host and Stay to address these issues promptly and take appropriate measures to improve the quality of their properties and customer service.”

Helpful Report

Posted 5 months ago

“Unfortunately we had a very disappointing stay at 129 Duke Street, Liverpool on 18-20 October. We were a group of 6 and had booked 2 apartments. When we arrived one of the apartments had not been cleaned after the previous guests, there were dirty towels, used bedding and bits of general rubbish dotted around. We reported this to Host and Stay but the were not able to arrange for it to be cleaned that day. We had to squeeze 5 of us into 1 apartment, and 1 of us slept on the sofa bed of the dirty apartment. We were short on bedding and towels and it just left is feeling unwelcome and uncomfortable. Both apartments showed signs of wear and tear and are probably over priced for what they were. Both apartments have macerator and are quite smelly. There had obviously been a leak from one macerator into the room below as there were brown stains down the wall. So many things could have been improved with a little care but none was given. I am still waiting for a refund now. Please avoid.”

Helpful Report

Posted 5 months ago

“Terrible company. Had the worst experience with them on a recent holiday cottage. Had to vacate a fay early as nothing was getting resolved despite raising a complaint the 1st morning. No working TV, extractor fan, light or ice machine. No essentials like tea towels, oven gloves, cling film etc. Customer service is shocking, takes weeks to respond and on a £420 holiday, they have offered less than £30.”

Helpful Report

Posted 6 months ago

“This was my 2nd visit 1 The Mount. It’s a beautiful light and airy house on 3 levels. Lots of privacy for small groups, perfect location – minutes from town and beach, sea views from the large kitchen/living area. It also has a dedicated parking space. Sadly, the property is let down by the management company, Host and Stay. I notified them twice during my stay that the cooker hob did not work and therefore we were unable to cook anything (as planned). Host and Stay did not respond or try to resolve the issue until after I had returned home. I received an email saying “Sorry, hope it didn’t spoil your stay”. Well of course it did! All guests had to go out to eat (in gale force winds and torrential rain) at additional cost and inconvenience. Most of the food we had brought with us was wasted and it completely turned our plans upside down. Host and Stay offered a small refund, however, this was 10 days ago and despite chasing up several times, I have heard nothing and received nothing. I am not happy. I can recommend the property but NOT Host and Stay.”

Helpful Report

Posted 6 months ago

“I have no issue with the apartment we stayed at in Corbridge, which was very nice. However the rental company should be avoided! At the last minute they tell you that you either have to pay £30 insurance or lodge a £300 damge deposit with them that they will return within 30 days but they charge £10 admin fee! Given the problems I had already had paying them, I decided to suck up the £30 charge because I could only imagine how difficult it would be to get my £300 back. We had several complaints during our stay - the apartment had half a toilet roll (between 4 adults for three nights), a tiny bit of washing up liquid and one tea towel, one hand towel between four .... It took ages to get any response (and several nudges) and I was told that "We provide enough to get you started. We do not provide extras" - really?? Not the standard of basic I would expect from a luxury let. Finally, I booked through a cashback site and should have been given £45 back through that - of course that didn't happen and I have been told that my claim can't be paid because they have changed the network they use for tracking cashback. What a surprise! A money grabbing company - there are better out there, look elsewhere!!”

Helpful Report

Posted 6 months ago

“We stayed at the welton view in Whitby lovely place to stay but it really needs the carpet cleaning and the rooms could do with a good clean/dust 2nd bedroom definatly. Was nice and quiet. Janet .”

Helpful Report

Posted 7 months ago

“Staying at Captains Retreat Whitby. Arrived Friday 5 days ago for a week's stay. Host & Stay manage the property. On arrival no Internet or TV (Smart TV). This has still not been fixed or an alternative provision made. Host & Stay did not even contact owner for 3-4 days. Kept promising it would be fixed or someone would visit but no action. All lies. Turns out Internet has been disconnected presumably for non payment. Promised reconnection Monday now Wedneday evening no change. Other problems stained smelly carpets (need proper clean), table legs broken so wobbling all the time, chair leg loose, smelly toilet downstairs. So AVOID Host & Stay (poor or no service), and Don't stay at Captains Retreat (accommodation not fit for purpose).”

Helpful Report

Posted 7 months ago

Host & Stay is rated 4.2 based on 1,029 reviews