We booked a PureStay apartment in Leeds while attending a major conference. At the last minute our accommodation was changed to a completely different building on the other side of the city, much further from the conference venue.
Because Leeds was completely full due to the conference, we had no practical alternative and were forced to accept the change.
Although the flat itself was reasonable internally, the building and wider development were in a very poor state. It appeared recently converted but felt unfinished, with rubbish around the building, unfinished areas and a very unpleasant smell throughout. The overall atmosphere of the development was poor, which was confirmed when we later saw numerous very negative online reviews (mostly 1-star) for the building.
PureStay acknowledged the issue at the time and offered a 20% refund as compensation for the last-minute change of accommodation.
However, almost a year later that refund has still not been paid. We have chased multiple times via email and WhatsApp. In February we were even asked to provide our bank details again so the refund could supposedly be processed, yet no payment has been made and communication has effectively stopped.
Waiting nearly a year for a refund that was clearly promised is unacceptable and extremely disappointing from a professional accommodation provider.
If PureStay resolves this promptly I would of course be happy to update this review to reflect that, but at present the promised refund remains outstanding.
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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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