We booked one of PureStay’s properties through Airbnb and had been in touch with them just two days before our stay to enquire about a late checkout. Everything seemed fine — until, out of nowhere, I received an email saying our reservation had been cancelled. No explanation. No apology. Just cancelled.I had to call PureStay myself to find out what was going on. I was then told there was an “electrical fault” at the property and was repeatedly told to contact Airbnb — as if PureStay had no responsibility, even though it was their property. There was no compassion, no assistance, no effort to help or offer alternatives. Just cold, robotic responses shifting blame.We were left scrambling at the last minute, with no place to stay and significantly out of pocket. The lack of communication, care, and ownership from PureStay was appalling. I won’t be booking with them again and would advise others to think twice.
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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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