Host & Stay - Thimble Cottage

Fantastic location, small but well appointed

There was supposed to be a parking scratch card to allow for free parking which we couldn’t find, so we ended up paying for 2 days parking

Location was fantastic, fully equipped for all your needs and the place was very clean and cosy.

Nothing we didn’t like

The property was clean from inside and had a well equipped kitchen.

The staff is extremely unresponsive and irresponsible. It has been 14 days since I submitted a complaint form. There is radio silence from Host and Stay and there has been no attempt to resolve the issue. I had booked Thimble Cottage for 2 nights, 26-28 June. I had planned to pay the damage cover upon my arrival at the property as it is an unusual charge that has never been requested at any other property. Booking.com also flags external links in the app’s chat window to make the customer wary of phishing attacks through external links. It was natural on my part to wait till I get to the property and pay any legitimate damage covers there and then. I did not receive any check in details up until the check in time. After arriving at the property at sharp 4 pm on 26 June, I tried to contact Host & Stay via call, messages and email multiple times. Calls didn’t go through because the line was “busy” till 7:30 pm. I left multiple voice messages too after the beep. Most importantly, the link to make the damage cover payment was REMOVED from the booking chat. We did not have any code for unlocking the property key. After being stranded for 3 hours outside the door of the property, not being able to establish contact with anyone at Host and Stay, we were forced to book another place at expensive rates (£218/night) as we didn’t have a place to stay and this was the only place available. We made multiple calls and sent numerous messages to you throughout this whole process. We had luggage with us, were on the street for 3 hours, and had to forcefully book an expensive place last minute and had to spend further on the commute. This shook our trip’s budget and cause a lot of distress. The customer support staff from Host & Stay got in touch with us around 7:30 pm on 26 July and admitted that the link yo pay the damage cover was removed and was a fault on your end. We told them that we would be checking in on 27 July till 28 July.

Whitby is beautiful place, with great cultural and natural features. The accommodation was right in the heart of the town, so we could walk everywhere. The cottage is very clean, tidy, and well set up. Other accommodations are quite near, so you will hear some noise from the street or lane outside. This didn't interfere with our enjoyment or stay.

We had no hot water for our final two days, it just stopped, cold showers for rest of our break. This wasn't ideal, but what can you do - as we were up and out early each morning.

Location

A bit small but it’s to be expected but would definitely stay again.

A very convenient position in Whitby., the cottage was beautifully presented Clean, light and airy it was a pleasure to stay there. I would recommend and hope to visit again.

Having to leave!