Agree with other reviewers. A terrible management company. Steer clear! The property we booked was taken over by this company and we’ve had nothing but trouble ever since. They changed our rate. Demanded a security deposit. Lost our original deposit (which they later found). We cancelled the booking. We’ve been waiting 6 weeks for a refund …

We booked a weekend away at Rockpool, a Stay North Yorkshire (AKA 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.

I recently stayed at a Stay property in Whitby, North Yorkshire. There were overflowing bins outside the front door of the property when we arrived, which seagulls quickly set upon, meaning we ended up with used sanitary pads, chicken bones, various other bits of rubbish and a swarming flock of seagulls outside the front door. I immediately contacted Stay, who said the best they could do was to send a maintenance person around the following morning to clean it up. Nobody turned up the next day, meaning we had to clean up the refuse ourselves. Stay have refused to offer me any kind of refund since. The property was clean but no where near worth the £200 a night we paid for it. It smelt of drains, you have to walk through the bathroom to get to the bedroom and the shower was luke warm. Once you’ve booked, Stay try to make you submit all of your personal information and upload a copy of a photo ID to a third party company for ‘track and trace’ reasons. Avoid!

Awful stay in a filthy musty split level apartment in Whitby. Potent air fresheners in cupboards to mask smell. Dirty utensils, broken equipment. Hairs and toothpaste in main bath, hairs and wet dog smell in ground floor bedroom and numerous hairs on bed. Dirty outdoor courtyards with cig dimps, a floating used plaster in an ashtray of rain water. Lots of unwanted visitors, beetles, slugs and a few dead beasties. Need I say more. Stay North Yorkshire don’t care. Avoid.

Stayed for a weekend in a property managed by this company. Issues with the water at the house were unfortunately not dealt with adequately by the company. We also found that they had provided incorrect information on specific queries in advance of our stay. On a positive note, the subsequent complaint I made was dealt with well. I hope they will look at improvement actions to provide a better service in the future.