iStay Liverpool Harrisons

The replacement apartment was cheaper and less fancy than the one we'd booked, and the company said they'd refund us 50% for the inconvenience. We agreed to the move. When we got there, the bedroom and bedsheets had stains and felt a bit dirty, though we went ahead with our plans for the night. More than a month has passed and the money still hasn't arrived. I emailed the director, who said she'd look into it, but I've heard nothing since. The company is ignoring us. Disappointing.

We were five couples staying for a friend's 30th in December, and were moved at the last minute to a worse apartment. They promised a 50% refund because the place we got was awful compared with what we'd paid for, and the bedding had stains. Nearly six weeks on, Ann Chambers, who runs iStay, has ignored every email and call from us. Do not book here.

The apartment ceiling leaked badly overnight, so we had to drag our mattresses into another room we'd booked. Nobody even apologised. I've tried to speak to staff and asked for some money back after the mess, but my calls and emails have all been ignored. Very unhappy. Don't book.

I was put in the duke street apartment without being told, after booking ‘the merchant apart’. The Merchant was pictured as a bright, clean, open-plan place with windows, sofas and single beds together in one room. What we got was underground, smelly and without windows or ventilation. We booked for six people, expecting everyone to have an individual bed as shown in the description, along with two sofas. Instead, there were two double beds in separate rooms and two people had to use a sofa bed with a thin mattress in the middle of the living room, without curtains or privacy. I wouldn't have paid what we did for that arrangement. It's completely unacceptable. They told me afterwards that an electrical fault was why we were moved, but nobody had warned me. I've complained to the business development manager and been ignored repeatedly. Really, really unhappy, and I wouldn't recommend it.