Host Stay Feversham House

The apartment's location was good, and that's the only positive I can offer. This was the worst Airbnb experience I've ever had. We arrived for a three-night stay to find the place filthy: hair in the shower, a dirty kitchen counter, dirt and hair across the floor, a dirty carpet, and rubbish already in the bin. We sent pictures and contacted them right away. Dale admitted the cleaning standard wasn't good enough and that the surfaces and hoovering hadn't been done properly, but no one came that night. They said it was too late and promised someone would come the next day. After visiting the city the following afternoon, we returned expecting it to be clean. It wasn't. Charlie said they couldn't get in, and blamed us for not leaving a key, though nobody had told us to leave one. They apologised and promised again to clean the following day. We left the keys the next morning, but when we got back that afternoon, the apartment still hadn't been cleaned. By then I was livid. I asked for compensation for staying in a dirty place and for all the time I'd spent cleaning, calling, and messaging. They apologised and said the Customer Resolution team would contact us in 7-10 business days. That was November 26, 2025. We still hadn't heard back by December 7, 2025, so I messaged again. Charlie said he'd look into it. On December 11, the Customer Resolution team emailed with an offer of 20% off a future stay. No, thank you. On December 16, I said we still had no answer about a refund or compensation for our stay in York. Charlie said he'd update us soon. I asked again on December 29, and Ryan said he'd get me an update. I followed up once more on January 2, 2026, having heard nothing; Honey said they'd update me as soon as possible. They seem to be brushing off the complaint with the same generic replies. Host & Stay took no action from our first night at the Feversham House and continues to do so. Their handling of this has been deceptive and unethical. We were also given just one roll of toilet paper for three days, and the shower ran out of hot water. My husband had to take cold showers on those chilly November nights. The place was dirty when we arrived and would have stayed that way if we hadn't cleaned it ourselves. Even though Host & Stay knew and admitted it was dirty, they haven't offered to refund the cleaning fee. I feel entitled to a partial refund. Their unprofessional and unscrupulous business practices are shocking. I'll avoid Host & Stay properties and feel obliged to tell others about our experience so they can avoid the same situation.