Verified Company
Terrible.
Prestige Point, Liverpool (Truestays) – An absolute disgrace!
This was our first ever Airbnb stay, two couples celebrating an anniversary and it wasn’t the rain that dampened our trip to Liverpool, it was Truestays. The apartment looked great on pictures, decorated nicely, but the reality was shockingly neglected and falsely advertised.
• Kitchen had THREE mugs, THREE forks, THREE knives, THREE spoons. Four adults could not sit down for a single meal or coffee together without washing up mid-bite. Kitchen walls had old food splashes and stains.
• Bedroom lamps had missing lampshades – just bare glaring bulbs.
• The sofa was completely broken: Frame collapsed, wooden slats on the floor. Very dangerous and our complaint to truestays was ignored.
• “Free parking” was the biggest con. No permit provided despite being advertised. Truestays told us to either risk fines and they would “have them cancelled” or walk 30 minutes to a multi-storey carpark… We booked this apartment for the private parking. We now have two £100 parking tickets that four weeks later, are still not cancelled despite endless “we’re dealing with it” messages. We had to seek assistance from Airbnb, in which they had to refund us £200 because Truestays are simply incompetent to help and the fines needed paying.
• The front-door coded lock was infuriating – Confusing instructions, took up to 10 minutes every single time we got in or out.
Their only “compensation”? A late check out and a pathetic 10% off voucher for a future stay.. As if we’d ever give them another penny and frankly an insult to our complaints.
Truestays communication was poor, zero ownership, zero respect for their guests, full of empty promises.
DO NOT BOOK WITH THIS COMPANY!!
Date of experience: 28 October, 2025
Date of experience: 28 October, 2025
Verified
