King Alfreds Doorway in Central Bath by PureStay

We stayed at a Pure Stay property in Bath in December 2024, and nearly a year later we still don’t have a proper resolution. We reported the problems during our stay, right when they happened. The place was listed for eight people, but only three beds were made up. The fourth was a sofa bed, dirty and full of crumbs and a tissue when we opened it. After a long drive, we had to hoover it ourselves to make it usable. Pure Stay said there was bedding in a cupboard under the stairs, but we only found a duvet and a few pillows without cases or protectors. We were then told to look upstairs in a bedroom cupboard for pillowcases, but there weren’t any. We asked for a small £75 partial refund to recognize the lack of cleanliness and the hassle. They asked what amount we thought was fair; we said £75, and then they stopped replying. We let it go for a while when life got busy. In September 2025, Pure Stay sent past guests a WhatsApp message saying they 'prioritise regular customers', so we used that chance to follow up about the refund. After a long exchange, they told us WhatsApp wasn’t the right place to discuss complaints or refunds and asked us to email. We did, and they eventually agreed to the original £75 refund. Since it had been almost a year, with ignored messages and no accountability, we politely asked if they’d consider a little more to reflect the delay and poor communication. We heard nothing after that. No confirmation, no follow-up, and still no £75 refund. We’re now emailing every day. If you’re thinking of staying with Pure Stay, think twice, or at least don’t count on quick communication or support when something goes wrong. We’ve spent almost a year trying to get a basic issue acknowledged and still have no resolution.