Your AirHost — Local services in London

The management and host were a desaster. We waited almost four (!!!) hours at the busy street in front of the building to get into our appartement! The keys should be picked up at a small shop nearby. At 3:15 pm we showed the code that was sent to me by the management 24 h before. It was invalid. As were the next two codes that were sent to me within the then three hour communication between me and the management via booking.com. Then I rang the management. My case didn´t seem to be a priority there cause the person at the phone didn´t know anything. From the obviously many persons I had contact with I got always very understanding and apologising words but no action. After another hour I got the valid code to claim the keys – at 7 pm. We had to cancel our plans for the afternoon and evening spending almost four hours at the busy street on quite chilly 17th Octobre... On the next day I politely asked if there will be a compensation of any kind for the delayed access. They replied that they will pass my request to the owner of the property and get back to me soon. This conversation went on for our three day stay - nothing happened. After our arrival back home I got the automatic massage asking me for a review at my booking platform worth a 15 Pound voucher for the next booking. For a review at Google and Trustpilot they offered another voucher of 100 Pounds. I answered with irritation and reminded them of my compensation request and that my review at this very moment wouldn´t be begnin. A found a real time compensation payment of 115 Pounds (as offered for my review) quite appropriate and told them that I won´t accept a voucher. Another apologising answer with asking for patience. After another 36 hours I reminded them once more of my request and announced that I would publish my review the next day - one week after I claimed my request for the first time. So here we are - one week of empty words... (I screenshotted the whole communication if proof is needed)

Addition after reaction from Your AirHost on 26th Oct. 2024:

Thanks for your reply! I really like to apologise if I had overlooked something but I read our chat again three times and can´t find any compensation offer from your side. The chat ends with AirHost Team asking for patience while they´re working on a solution on 22nd Oct. 2024 and me reminding them on 24th Oct. 2024. I can´t find any offer from your side anywhere else on my booking platform Booking.com nor in my mailbox. Please lead me to where I can find your offer.

Thank you, kind...

DO NOT USE THIS COMPANY! I stayed at a place managed by Your AirHost for 2 months. There were major problems with hot water supply, the washing machine, and the property has the incorrect bins so waste piles up. When I arrived there was rubbish all over the driveway, including rotting food. Your AirHost, is terrible at communicating, I would wait hours for a response to urgent matters and their replies would often ignore what I had said completely. Communication within the company is also terrible, each time I'd call, whoever answered didn't know what I had previously called about. Particularly this became a problem when the house was repossesed by the owner. I was instructed to vacate the property early and both Airbnb and Your AirHost made minimal attempt to find me a suitable replacement - Your AirHost even acted as if they didn't know what was going on and informed me to continue paying them money - until I got the second notice instructing me to vacate. They offered me one option for rehousing, a 3 bedroom house at almost £3000 a month. After giving up trying to be rehoused, getting a refund took days of calling, re-explaining myself. Additionally, Your AirHost let a plumber into my room while I was at work, without my consent. They left my door unlocked - a complete violation...

Beware! I am afraid I made a mistake chosing this company to manage my house and did not terminate the contract early enough when I had early suspicions. Absolutely appalling management! I lost the first two months of promised rentals. I discovered late that AirB&B removed the property from their site as YourAirhost had infringed their T&C's repeatedly and as this was never resolved I could not then list it myself after having terminated the contract. AirHost did not share the reason with me, their client. As a result the guest reviews were bad, again this was not shared inspite of repeated inquieries. I found lights were left on after cleaners left, doors not properly locked and the cupboard space reserved for guests repeatedly used to keep the dirty and clean linen in spite of my complaints. They refused to give me the surname of the people I was dealing with when they realised I had a grievance apparently a company policy? They lost me time, money and opportunity over prime periods, when people could have enjoyed the house I took much pride letting. I wish I had taken the warning reviews...