PureStay Airbnb Management Opiniões 

Excellent service received from Purestay.
We recently took a group of dancers to Manchester to compete and booked one of the Purestay properties.
Booking was easy and communication remained constant and informative.
The property was exactly what we were hoping for and housed everything we needed which led to an easy and enjoyable time away.
Will absolutely look at other Purestay accommodation for our next road trip.

Great experience from start to finish with booking and during our stay. The apartment we stayed in was modern, clean and had all amenities - we even had a top up of toilet rolls and washing up liquid delivered to us so we didn’t have to buy ourselves!

Consistent excellent service from start to finish. The engagement from booking to the quality of properties in which our business colleagues stay is brilliant. Really accommodating and friendly customer team.

If I could have put a Zero rating I would have. A truly dreadful company with no customer care and sub standard service. Avoid at all cost.

Purestay have recently informed me that I have forfeited a refund because it is in line with their Company policy if a negative revue is submitted. I have asked them to explain further, particularly as a refund is for services paid for but not provided.

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.

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

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.

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

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

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.