We stayed at a Pure Stay property in December 2024 and unbelievably, we’re still waiting for a proper resolution almost a year later.We didn’t wait weeks or months to raise an issue, we reported everything while we were still staying there. The property was advertised as sleeping eight, but when we arrived, only three beds had been made up. The fourth bed was a sofa bed, which hadn’t been cleaned or prepared at all. When we tried to open it, it was full of crumbs and a dirty tissue, which was not only very unpleasant but clearly hadn’t been checked or cleaned before our arrival.After a long drive, the last thing anyone expects is to start cleaning their own bed. We ended up having to hoover it ourselves just to make it usable. When we raised this with the company, we were told the bedding could be found in a cupboard under the stairs, the only things there were a duvet and a few pillows without any cases or protectors. We messaged again and were told to check upstairs in a bedroom cupboard for pillowcases, but there were none.At that point, we requested a small partial refund of £75, just to acknowledge the inconvenience and lack of cleanliness. The company responded by asking what we thought would be fair, so we told them £75 and then they stopped replying.Months passed and we stopped chasing it because life got busy. Then, in September 2025, we got a WhatsApp message from Pure Stay sent to past guests about how they 'prioritise regular customers'. We took that as an opportunity to follow up about the refund we’d been waiting on since last year. After a long back and forth over WhatsApp, we were told that platform wasn’t the correct way to discuss complaints or refunds and that we should email instead.We emailed again, and finally they said they’d honour the original £75 refund. Given that it had been nearly a year, with multiple ignored messages and no accountability, we politely asked if they would consider increasing the refund slightly to reflect the months of delay and poor communication. Since that message, we’ve heard nothing again. No confirmation, no follow up, no refund of £75 at least, nothing. We are now sending emails everyday.If you’re considering staying with Pure Stay, I’d recommend thinking twice or at least don’t expect quick communication or support if something goes wrong. It’s been almost a year of trying to get a basic issue acknowledged, and we still don’t have a resolution.
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Hello, and welcome to the PureStay Trustpilot Page.
Hopefully you have had an awesome experience with us, but if you haven't, please reach out to us and we will rectify any issues within 48 hours. Running a national business with a small team is great, but sometimes things do get missed, so we'd be happy to put these right.
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We have 4 UK employees in our team, plus 3 team members over in the Philippines and 1 in Pakistan. We're all employees, full time, and not agents or a call centre. If you have any worry at all over security, please just reach out to our main line or main email.
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PureStay is an Airbnb and Short Stay Management Company in England. We have properties in almost every City or Town, and we have 2 main customer profiles. First is either families and/or friends looking for a getaway break, a reunion, a weekend away, a hen doo etc. Second is our Business customers placing their teams in our properties whilst they work away from home. Instead of getting a hotel, they will stay with us, meaning they can cook in their own kitchen at night and relax in the lounge in front of the TV. ----------------------------------------------------------------------------------------------------------------------
We work in Partnership with landlords and property owners, who love the short stay model and want a hands off approach. If you have a property and you want to put it on the short stay model, please do get in touch. We always need more 4 bed+ Properties with parking to serve our business customers.
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