Host & Stay - The Ruby Retreat

The location was good and the apartment was nice looking

When arriving inside the property the toilet was part dismantled and there were tools lying around in the bathroom - the toilet did not work at all. Contacting host and stay was very difficult a took over an hour to actually speak to someone. Have raised an official complaint and am waiting on their response. The appartment wasn't cleaned properly, dirty glasses and dishes etc... broken handle on drawer in kitchen.... stains on the walls.... Considering they demand a damage deposit or insurance in addition to the cost of the stay, I would have expected way better service and a generally higher standard overall.

Lovely spacious apt, beds very comfy in a brilliant location

Noisy people upstairs

Amazingly clean , and well equipped. No problems

Nothing all satisfactory

Cleanliness facilities location

Location fantastic , beautiful furnishings and decor .

Sofas a little uncomfortable, and stains on them, a big part of flooring was missing in the kitchen which i tripped over .

I've already sent a message on the email trail for booking regarding my stay. It's a bit disappointing not to have received any response to this.

The beds were clean and comfortable. Great location, able to walk to everything in lovely Saltburn.

The floor covering in the kitchen was torn and unsightly. There was nowhere to hang towels to dry in the bathroom. The sofas are old and of poor quality with a broken armrest on one of them. There was chewed chewing gum on the window sill in one of the bedrooms...disgusting! The WiFi wasn't connected and we spent ages trying to get it to connect. Eventually, a helpful person at Host &Stay reported it for us but it wasted our time having already waited over 40 minutes to get the access code for the key box. The communication with H&S was very poor. We arrived at the appointed time but we received no access code for entry to the property. Calling them, but to no avail, we were left on hold then a recorded message that there was no-one to take our call. Eventually, had to contact Booking.com who, very helpfully tried to sort it out for us. We were stood outside the property for 40 minutes, in the rain. When we did get the text with the code it said that the code was in the email sent. No such email had been received. We did however, receive advance notice, twice for us to vacant the property on time or additional charges would be made. Beware of the hidden charges with H&S! There is a requirement for £250 deposit before you arrive. It states that it is fully refundable however, they charge a £10 admin fee for the refund so it is not fully refunded! The alternative is to use their insurance of £25, which is non refundable. The fees are certainly not recycled into the maintenance of the property. Saltburn is a delightful place to stay. It is such a shame that most of the rentals are now managed by this company who gaslight the renter and do not care for the properties.