Host & Stay - The Knight Street Penthouses

Pre-arrival emails from Host & Stay were helpful and timely. Location was great. Open plan kitchen/dining area/lounge was nice.

Cleaners not finished when we arrived at the check-in time. Cleanliness was below par - cigarette ends on balcony, some dishes left dirty. Most of freezer unusable due to being frosted up. No coffee machine at first - replacement didn't work - no progress on sorting this, with sporadic contact from Host & Stay customer service. Main complaint was that we paid for a premium luxury apartment but many aspects were very definitely NOT premium - all beds were very uncomfortable, no blinds in living area for sofa bed users, unable to shut bi-fold doors to balcony in living room, door handles and blinds broken, frayed carpet,dishwasher tray damaged/missing parts, no rack for grill pan (some of these issues had been raised in previous customer reviews - so not new issues!). Furthermore, provision of crockery/cutlery/kitchen utensils was insufficient or absent for a premium property with capacity to sleep 10 - insufficient cereal bowls & small glasses, only one tea towel and absence of washing up bowl & plug for kitchen sink, no serving bowls, egg cups, oven gloves, crockery/cutlery for small children, no washing up liquid etc. Customer service was poor when we raised some of these issues - both during our stay and afterwards. We lodged a detailed email compliant on 8/9th Aug with H & S and were disappointed to get no reply until 26 Aug - where they acknowledged their customer care was tardy and apologised for the disappointment we experienced with the customer service and the poor standard of the apartment, for which they offered us £145 compensation. We emailed back on 28 Aug stating we thought their compensation was insufficient and that we continue to seek 50% of the £1166 cost on account of the significant shortfalls in both customer service and standard of the apartment. We have heard nothing since - hence why we are now raising the complaint for compensation to Booking.

Beautiful looking accommodation, very clean and spacious, great views over the city, good location.

No extra set of keys, broken cutlery drawer, not enough cutlery, only 3 toilet rolls. Gets very warm so fans would be a good idea, also no hairdryer.

Great location Easy check-in and checkout

Small beds Dirty terrace, cigarettes, bird poo on table and chairs One toilet roll per bathroom The outside door to the double bedroom didn't lock and the handle was broken Quite a few marks over some of the walls

It is located in the centre of Liverpool. 5min walk to Liverpool Cathedral. Many shops and restaurants in the area.

Not enough cabinet storage to hang clothes.

Location was great. The space was brilliant… lots of indoor and outdoor space for us to be able to cook and chat. Towels and linens were all clean.

No blinds in the living room. We had people sleeping on the sofa bed but there are not curtains or blinds so you are woken. The sofa beds are not comfy. Building work on one side of the apartment which woke us up on Saturday.

The location of the property is good. Bars/restaurants are within walking distance but in a run down area.

The property is sold as sleeping 11 but definitely catered more for 6. 6 proper beds, cutlery for 6, cups for 6 etc. The 2 sofa beds in the living room are not beds you pretty much slept on the springs, my friends said it’s the worst bed they’ve ever slept in hotel wise also only thin office like blinds on one side of the living room meaning it was very bright. Unsure how they can class this as somewhere to sleep in this state. door to balcony was broken and cleaners advised been like this some time. The outside area was filthy no attempt at trying to just make it a bit tidier or cleaning it. The girls across the hall said there specifically asked for the room with the orange sofas after hearing some bad reviews on the one we stayed in. We had to contact the cleaners for bedding and cups and they did come pretty quick though. Liverpool was amazing but this so called luxury apartment is not luxury or worth the money at all.

Location Views Bright & open Having outdoor space

Spare key missing Tables too wobbly for drinks Building work from 8am until 18:00 No window coverings on full slide of room in sofa bed /living area for those sleeping there Balcony covered in bird droppings Hallways dirty in building - rubbish lying, walls damaged and ceiling falling down

Great location ~ so central and great views !!

Spare keys weren’t provided