Entrance to communal stairs was shabby giving bad first impression

Everything

Stayed in October 2023

Like other guests, we were uncomfortable about the front door remaining open/unlocked to anybody who chose to enter off the street. The front door and main thoroughfare was also very dirty and dated. We feel we should issue a warning to other potential guests considering booking this accommodation. Having made the booking we then had to pay a mandatory £250 damage insurance which I’ve never been asked to do before for holiday accommodation. I chose to make payment at the last minute not wanting to end up being left £250 in credit on my credit card. when we were eventually refunded. When I paid this fee I was horrified to find, that I was then charged a further £10 for processing the mandatory £250 insurance fee. We felt that we were held over a barrel as we had booked and paid for the accommodation before we realised any of this. The £10 fee was not advertised on the Booking.com accommodation profile and as a result is a breach of The Unfair Contract Terms Act. I raised this with Booking.com who said the hosts were not entitled to charge it, but as they’ve got your payment card details you have no control over what they charge. They returned the £250 ten days after we vacated the property. I don’t like this tactic it is underhand and legally and ethically wrong. My daughter had an online meeting at 4pm and we asked if we could enter 10 minutes earlier (due to having a 4 hour journey) but they refused. On top of this, we felt we were harassed with constant messages before and during our stay at the property both on booking.com and via text message. They were messaging us about departure on day 2 of our stay. My daughter responded and asked them to leave us alone. She said she felt they were breathing down her neck.

The flat at Catterstay Hideaway is a very nicely finished and well appointed accommodation. It was very comfortable and clean inside and we had no complaints about the flat itself.

Stayed in September 2023

Needs blackout blind in the bedroom. Lamp in the living is too dim and main light is too bright.

We loved the look and feel of the property, kitchen is lovely to cook in. People are very friendly in the apartment block and town.

Stayed in September 2023

the entrance hall way and stair were absolutely filthy and this continues all the way to the flat door cobwebs and also fro t door was open any one could wonder in the flat door needs more locks on the inside didn’t feel safe enough

near to shops pubs and beach had a great view the flat had all we need nice touches and clean

Stayed in May 2023

There were some long dark hairs on the bathroom floor It obviously hadn't been swept.we

Stayed in May 2023

the front door being left open

very comfortable bed

Stayed in September 2022

The bedroom has lots of noise coming from the street, although it eventually goes quiet. The bigger issue is with the blinds, they are not blackout blinds which means the room was way too bright to sleep in. Luckily we had our own sleep masks which helped!

We had a great time in this beautifully decorated flat. It was easy to check in, and we had everything we needed! The flat is spacious and has lovely views, you can even see the sea in the distance! Location is perfect as it’s only a 2 minute walk from the train station. We enjoyed having our own kitchen and although we visited in the Summer when we didn’t need it, we thought the wood burner was a nice touch.

Stayed in July 2022

All the stairs. 3 flights to carry bags up and down. Hard work when on my own. Massive problem on second morning. 6am I went in the shower. The shower overflowed over the top of the tray..it wasn’t draining away. Then the tap..which had been a bit loose..the hot tap wouldnt turn off. Turned out something had snapped inside it. Contacted Booking.com and had messages from host and stay. I was messaging telling them I needed a plumber asap. I was also ringing the host and stay number which was based in Liverpool..other side of the country! Luckily someone I know came and managed to turn the tap off. He said something had snapped inside. I had to go to work. I left the door unlocked to let the plumber get in. When I arrived back the plumber had still not arrived. He did come eventually and had to replace the whole tap unit. He knew nothing about the shower. He did sort it out. It was blocked with hair and gunge..should this not be checked as a matter of routine? When the bathroom initially flooded, I requested some towels from host and stay as I had used all the ones I had to mop up the floor, but never ever received them. I ended up going myself to the host and stay unit in Skelton, Cleveland to pick some up myself. Not a great time

The apartment was very nice. Clean. Convenient for the town centre and walks. Saltburn is a gorgeous place

Stayed in May 2024

There was still crumbs on the floor and settee, plus the inside of the coffee table ( which was available for storage) hadn't been cleaned for some time. Stairs and entrance hall smelt of damp and was dirty. Furniture very uncomfortable.

Good central location near all amenities other than beach, but that's always the case in Saltburn

Stayed in September 2023

The most disappointing thing about our stay were the poor levels of cleanliness. Having paid close to £400, I didn’t expect to have to clean as we checked in. When I walked into the kitchen there were toast crumbs on the side, which was a pretty obvious oversight but one I decided to overlook. However, on looking around, there were long, dark hairs in the bathroom cabinet. The lounge floor had big crumbs in the carpet (it turned out to be nut shells and even a full nut). I was surprised a cleaning company didn’t see them. Most bizarrely, when my husband pulled out a chair to sit down, there was a dirty sock from a previous occupant. All of which made me feel like I couldn’t relax fully because the flat felt grubby. The communal space is also disappointing. it’s not well cared for and, weirdly, outside the front door of the flat was just a flattened cardboard box covering the carpet. It seemed more ironic that we then received an early morning text to tell us that we had to be out by 10am or face being charged as the cleaning crew had to come in… I did send a message to Host and Stay, with photos, as I’ve never had any problems on previous stays (in fact have always been super impressed) but received nothing back.

The apartment is in a lovely spot, a close walk to the sea front. It has a well equipped kitchen and modern bathroom, plus lots of space for two people. Parking is easy either outside or on nearby side streets when busy.

Stayed in June 2023

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Stayed in September 2023

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Stayed in November 2023

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Stayed in July 2023