Plum Guide Reviews 4,081

We have used Plum Guide several times in recent years with a good experience but in February this year we could not get the host of our chosen London property to send us the necessary access information. After sending our arrival time, we spent four days asking but they either ignored us or asked repeatedly for our arrival time. On the fourth day, a Sunday, we asked Plum for help but the details still did not arrive and we were departing the following day. They should have made sure that we had the information by Sunday evening at the latest. On the Monday we spent a very stressful time asking both Plum and the host for the details. The host did not answer until 1030 and then they suddenly wanted identification which could have been done four days earlier. We are both in our seventies and by 1130 felt ill and felt we had to give up and abandon the trip as we had no confidence that anything would be delivered. At 1250 the host finally sent access details but it was too late by then, our health was more important. Both Plum and the host said everything was done in accordance with their policies so there was no chance of compensation or even a goodwill gesture. They were in complete denial about the stress caused, showing a complete lack of duty of care, despite their upmarket image and highly curated approach.

Our apartment was beautiful and in an amazing location! We had everything we needed and loved our stay.
Plum Guide was so nice to deal with throughout the entire process, quick to respond to any questions as well as providing detailed information.
We will be back!

Curated rentals make life so much easier. Their site and all info was very accurate and helpful. It was great to know that our rental was backed both by the person renting and by Plum Guide.

Super selection of properties and really easy to book. Great support throughout. Proactive team checking progress.

The apartment was perfect for our family. Perfect mix of privacy and large gatherings areas for us to prepare for the day or re-live our day. Great location, as well.

If I could give this negative stars I would. This is a service that is supposed to be a luxury experience with better accommodations than other companies that rent homes and apartments. I had the worst time trying to get a booking. The first time, someone canceled because there was an issue with the dates. Alright. Fine. Then, I found a second lodging option, booked it, and the owner canceled because I was traveling with three people. Those three people happened to be my husband and I and our infant. She wouldn’t let me book because she counted my baby against the occupancy limit. I guess my baby will have to sleep on the streets… absolutely ridiculous.

Great space and location for an extended family visit with two young children. Nicely furnished and clean.

The customer service and support in making a booking was fantastic. Candace went out of her way to help us over a period of weeks. Communication was excellent and I was never made to feel that anything was a problem.
Would definitely book again with Plum Guide because of the customer support.

Plum Guide was recommended by friends that travel extensively. I chatted with them about areas in Paris, stairs vs elevators, etc. And yet still pleasantly surprised by our apartment high end design and fun location.
I highly recommend Plum Guide.

Supper responsive customer support, they really go the extra mile to get issues resolve to ensure your stay is amazing.

The rental was exactly as advertised, which is what one really wants.

Plum guide is reliable platform for renting an apartment with quick and human based (not chatbot) services.

Amazing customer service! We contacted Plum Guide for recommendations on apartments suitable for our family. Spoke to a representative who walked me through the options. Booking was effortless. Communication was constant through airport pickup, checking in to the apartment, checking out. The apartment was exactly as described. Wonderful experience! We will be using Plum Guide again!

The selection of options was great. The site was easy to navigate and easy to book through. Communication prior to our arrival was personal and very informative. The place we stayed was just as described. It was very well-appointed and immaculate.

Central location and modern apartment with very good amenities in Brickell district in Miami. 30 restaurants within 1 kilometer.

They did a bait and switch— the apartment pictures were obviously combined with pictures of another apt so it appeared to be much larger than it was. AND most importantly they listed it as having a lift, but it did not. They also said it looked out on a courtyard— it did not. The customer service was unreachable all weekend so we left early and they refused to refund me for any of it, even the nights we didn’t stay. Never again.

Horrible. Cancelled our stay on the busiest weekend of the year with no decent alternatives. Said there was a family emergency but just happened to be booking immediately before and after our four day trip ( still a month in advance). But now there are no rentals available. Total scam.

I am extremely disappointed with my experience with Plum Guide.

I booked a 3-week stay (approximately £6,900) expecting the premium, carefully vetted standards the company promotes. I arrived in London on Monday and checked into the property that day. On Tuesday — after my final pre-surgery consultation ahead of my Wednesday surgery — I contacted Plum Guide to raise serious concerns about the condition of the apartment.

The balcony directly next to the kitchen was heavily contaminated with pigeon droppings and appeared to be actively used as a nesting/perching area. This was neither disclosed nor visible in the listing photographs. Having bird waste immediately adjacent to a food preparation space is, at best, unsanitary and, at this price point, unacceptable.

I had booked the three-week stay specifically to recover from surgery in a clean and calm environment. First impressions matter. Once you arrive at a space and immediately associate it with unhygienic conditions, particularly beside a kitchen, it fundamentally affects your sense of comfort and safety.

While I understand cleaning may have been offered after I raised the issue, this was a booking made well in advance. A property marketed as premium and “carefully curated” should not require reactive cleaning for something so visible upon arrival. The concern was about standards and presentation — not simply housekeeping.

Due to the difficulty of arranging alternative accommodation at short notice, I stayed for two nights while securing somewhere else. I then vacated the property and requested a refund for the unused 19 nights. This request was refused.

For a platform positioning itself as luxury, both the condition of the property and the handling of this matter have been deeply disappointing.

…
UPDATE:
Following this review, Plum Guide responded stating that cleaning of the balcony was offered after I reported the issue. While I appreciate that a clean was offered, my concern remains that the condition existed upon arrival in a property that had been booked well in advance and marketed as “carefully vetted.” Once the space felt unhygienic — particularly beside a kitchen area — it was not somewhere I felt comfortable remaining for a three-week stay following surgery.

I stayed two nights while arranging alternative accommodation and requested a refund for the unused 19 nights, which was declined.

It is particularly disappointing as I have previously had positive experiences with Plum Guide and have even left favourable reviews on this platform in the past. I had also booked another Plum Guide property for the second half of my stay in London, which I hope will meet the standards advertised. However, given this experience, it will likely be the last time I use Plum Guide.

I would like to express my sincere gratitude to Charles of Plumguide for the excellent service provided. His responses were always extremely fast, showing a very proactive and highly professional attitude at all times. He guided me with great clarity while keeping a warm, friendly, and very pleasant approach, which made the whole experience truly positive. An outstanding level of service. 😊

Beautiful properties, well thought out by hosts. Easy booking process and quick to contact if needed. I definitely recommend!