Name: purestay.co.uk
Telephone: +441613990342
Rating: 2.8

Martin Thomas Guest

Piles of waste

Live next door to a purestay property , the current "guests" have bags and bags of rubbish outside and have done for nearly 2 weeks , which has now attracted rats from the woodlands over the road, contacted purestay several times who constantly promise to sort but nothing is ever done , all.rhey say is we can't get hold of the guests

Date of experience: Sep 29, 2025

Hal Patterson Guest

8 months ago

Cancelled our trip 2 days before…

Cancelled our trip 2 days before arrival on a Silverstone F1 family trip. Left us in despair. Disgusting, unprofessional, unreliable. DO NOT BOOK!!!

Date of experience: Jul 01, 2025

Hank Reed Guest

8 months ago

Beware

Beware I contacted PureStay to ask if they would consider a three night stay instead of the minimum seven on a property in Liverpool. Joana at the company agreed to book this for me and I paid the agree price for three nights, only to be told a day later that they cancelled the booking as it wasn’t for seven nights. Unbelievably as I have arranged transport round the booking and they have my money. I am unable to change train’s etc and am still waiting for the refund therefore I can’t book anything else till the refund comes through. I would not recommend using this company ever

Date of experience: Jun 18, 2025

Penelope Fisher Guest

9 months ago

A nightmare - best avoided.

My wife and I booked a short break in Bridgnorth through Pure-Stay. The booking- process was an identity-thief’s dream; in return for the privilege of staying in a (decidedly scruffy) flat for four nights I had not only to fork-out a lot of money but also to surrender a great deal of personal information including my photo-ID. On arrival, we discovered that the info supplied to us was wrong and we couldn’t get into the accommodation we’d booked. I called the contact number and was put through (at my expense) to a call centre in the Philippines.When we finally got in to our accommodation we were shocked to find that our ‘luxury house’ was a glorified maisonette wedged, sideways-on, between a butchers shop and a dry-cleaners. The ground floor (kitchen and lounge) were clean and smart but the bedrooms were scruffy, the stairs and landing dirty and dusty and the main bathroom downright disgusting. Needless to say I complained to Pure-Stay and provided them with photographic evidence of the poor state of the property. At first, they were sympathetic. Then - several weeks ago now, I suggested that a written apology and a partial refund might be in order. Despite sending two reminders, I haven’t heard from them since. My advice? Avoid at all costs.

Date of experience: Jun 09, 2025

Ciarán Guest

9 months ago

No compassion, No assistance, No alternatives

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.

Date of experience: May 23, 2025

Harmony Guest

9 months ago

Nearly a year later and still no refund that was promised

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.

Date of experience: May 19, 2025

GP9 Guest

1 year ago

Nearly a year later and still no resolution

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.