Lovely apartment in the stylish Morningside area of Edinburgh. All the facilities you would need for a comfortable stay. Found (free) parking easily enough and enjoyed walking (about 45 mins) into the... See more
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Gorgeous house in central Edinburgh with parking, comfy beds and two bathrooms - really lovely. A few things to mention - no oven gloves or bath mats or tea towels so bathrooms became very wet and sli... See more
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Fantastic apartment in the city centre. Amazing views of the castle. The city was under further COVID restrictions, but this didn’t cause much issue. Plenty of walking in the city and the apartment wa... See more
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The apartment is very well located, close to the city center, is cozy and has a good cost benefit, bedding is very clean and of good quality. The self check in was without problems. We needed support... See more
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Company details
Written by the company
Professional holiday let management in Edinburgh
Contact info
5 Rose Street, EH2 2PR, Edinburgh, United Kingdom
- 0131 564 0023
- customerservice@staymanaged.net
- www.staymanaged.net
4.5
Excellent
124 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Avoid this company at all costs!
Terrible organisation who are supposedly supporting landlords manage their properties.
It appears there is a consistent theme here where this organisation are challenged by their customers and then react with a tone which at best can be described as defensive and grossly lacking in customer focus.
Your business is failing your customers right before your very eyes. Spend time engaging with your customers and demonstrating some active listening.....it really does deliver results!
25AUG20 UPDATE
Important to highlight, matter now resolved after a full refund received from the aggregator. Don't intend to be churlish about it, but a better outcome would have been to accept and acknowledge the very valid concerns raised in a professional manner at the time, rather than argue with me as a customer.
No future business will be done with your organisation either on a corporate or private basis.
July 28, 2020
Unprompted review
Reply from StayManaged
Thanks for your feedback and apologies for your negative experience. We do want to hear from the people we work with, can you please email daniel.parker@staymanaged.net to discuss your experience.
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Avoid - far better managed companies available
I have let through Airmanaged and then subsequently Staymanaged. Their utter refusal to take any responsibility for any improper cleaning and poor response time led to several bad reviews but the final straw came when I entered the property to find it had been used as a party venue by either a guest or a member of their cleaning staff. I say this as the individual responsible would need to be certain that the property was empty and have access.
The culprit had made a complete mess of the property and then left only to return several days after their visit ended and let themselves in as the box codes had not been changed and caused even more damage. Rugs needed to be replaced and utensils were stolen. They then charged me for the extra cleaning fee and refused to compensate me for the cost of changing the locks.
I was not informed of any of this and had only been visiting the property by chance to collect a meter reading. It is likely that, if I had not, the individual responsible would have used the property as a doss house for weeks.
No accountability. Poor service for what you pay. Avoid at all costs. There are far more capable companies who actually meet guests and ensure the security of your property.
July 6, 2020
Unprompted review
Reply from StayManaged
Dear Richard,
Thanks for your feedback.
I want to address each point raised and also include information that has been omitted.
It is disappointing you have chosen to leave a negative public review, after years of good service, earning you tens of thousands of pounds in revenue, much more than would be earned if you self managed or let long term let & gained 4.5* rating for your property, which is very good considering the properties location and amenities.
Hours prior to leaving this review, you emailed our Customer Service team demanding we pay you or you would leave a negative review
This is basically blackmailing as you have stated to pay you or you will take negative action.
As a small business owner yourself, we would hope you would understand how detrimental an act like this could be and suggest you remove your reviews, we have passed these on to our legal advisors due to the accusations being made without any evidence. We are open to receiving feedback and criticism, but not open to criminal accusations being made against us, colleagues and contractors we use without evidence.
This incident occurred in June 2020, you called our office to report that the property looked like it had not been cleaned. Our staff checked our cleaning software and could see it had been cleaned at checkout and we time-stamped photographic evidence of this.
I understand you had a conversation with a team member who arranged a cleaner immediately as you requested and you informed us the locks would be changed and you wish to terminate using our service immediately which we agreed to. We were not aware of this incident as we do not usually visit properties in void periods unless required to.
You have accused our staff of using your property in this review and via email. We take the security of the properties we manage very seriously and asked for evidence to back up your suspicion which you have refused to provide.
We ask all staff to provide basic police disclosures and contractors also must have relevant insurances to ensure that the staff and contractors we use are trustworthy.
We manage several hundred properties and have not had an incident like this occur previously.
We suspect that the last guest returned to the property after the booking ended and used your property without permission. The guest had a unique name, and upon a quick google search, they live locally to your property.
Of course, this is not something we want to happen and is very difficult to stop happening during unprecedented times. As mentioned we take the security of properties very seriously, we now change codes after every stay to stop a guest returning to use a property without authorisation and payment.
If you would like to discuss further, please email customerservice@staymanaged.net
Kind regards,
Daniel Parker
Founder @ StayManaged
Avoid
I have had my property in Edinburgh let through stay managed and before that air managed and it has been the most stressful business relationship I have known. They clearly have too many properties under management and their service to me has been appalling, starting with booking visitors in at the very start without even informing me. They have insisted in setting prices which are ridiculously low for my house and ignored requests to set a minimum price. Most recently during lockdown they have twice booked individuals with no proper vetting who have used the house for 'entertainment' purposes for 29 and 30 pounds a night.
Initially they overcharged for simple tradesman jobs, £400 to paint a door, their cleaning was haphazard and they did not notice when airbnb delisted my house because of bad reviews which meant I lost August premium business. Shambolic, unprofessional. Avoid at all costs.
Update
1 I requested 1 door to be painted the painter painted two. I asked for a letterbox to be replaced. I found the replacement i paid for in a drawer and had to fit it myself. I asked for door handles to be replaced the tradesman said he could not source them I bought them in screwfix and did it myself. The cleaner threw out a quantity of my crockery and personal items whic I retrieved from my bin. Visitors left the heating on for weeks in between lets. Now more recently I have been charged 160 pounds for three boiler call outs with no feedback or reason given to me why. And two call outs costing nearly 90 pounds to replace five lightbulbs on consecutive let’s. And it is absolutely incorrect to say airmanaged knew my house had been delisted. I noticed when friends were looking for it and I was told it had been delisted because of poor reviews for the cleaning.
June 17, 2020
Unprompted review
Reply from StayManaged
Dear Andi,
Thanks for your feedback.
I want to address each concern raised and include full information. We take all feedback and complaints seriously and aim to improve our service at all times.
We aim to give hosts as much information as possible. You have had direct access to your calendars throughout our working relationship on the listing sites, and also a portal to view these in one place.
We also have staff you could have called to check if you are unsure how to check these. Our agreement states that we have exclusivity to run the apartment as a holiday let once commenced, so it should not be a surprise that there are paying guests staying and earning you an income.
Regarding pricing, you requested we set prices at a certain level, we advised that this is too high and you would generate very little bookings and revenue. We use industry data to generate prices based on factors including the quality of the property, supply and demand and competitor pricing.
We also advised that you can terminate your agreement with us several times if you do not agree with our pricing strategy as we do not want to tie someone into an agreement they are not happy with.
Regarding reviews and cleanliness, we use contractors to clean the apartments. Frustratingly they have let us down through poor standards from time to time and genuine mistakes, but most of your reviews are positive for cleaning. We are always looking for ways to improve our cleaning standards and now have a system where every single clean is spot-checked, recorded and monitored.
Regarding bookings during the lockdown, we have used the systems that Airbnb & Booking.com provide as best we can to abide by government regulation during these unprecedented times to only allow keyworkers to stay. The guests that stayed claimed key worker status.
We were aware your property was unlisted, Airbnb unlists for a specific period of time, which we made you aware of. Part of the reason that the property was unlisted was due to the quality of the accommodation. When you first signed up, you advised the property was to be improved.
Regarding a charge for £400 to paint a door, this was to paint multiple doors, replace a letterbox, fit and provide blinds in multiple rooms and paint a ceiling which was several days work and you were made aware of the cost prior to work being arranged. This also works you requested.
It is disappointing you have chosen to leave a negative public review and missed out all the facts.
Kind regards,
Daniel
Founder @ StayManaged
A proper scam company
A proper scam company. I followed their instructions to the letter, and they then tried to charge me hundreds of pounds for not leaving the keys (despite me leaving them exactly as instructed). This is clearly part of their business model.
They then lied about requesting a photo of the key box, and then accused me of extortion for leaving a negative review (the whole point of being able to leave a review).
Do not use this company for either renting, or if you have a property to let.
Avoid this company.
February 22, 2020
Unprompted review
Reply from StayManaged
Dear AH,
You stayed in a property we manage. Upon checkout there were no keys in the property, we contacted yourself with no response.
We instructed a locksmith to change the locks and raised the charge via the Airbnb resolution centre.
We take the security of the properties we manage very seriously and give clear instructions in our documentation we share with guests and also reminders during the stay how to checkout and where to leave keys.
If guests damage the property or items are removed, of course, we need to charge for this as it is disrespectful and additional cost has been bourne to the landlord.
We have no intention to 'scam' guests and would prefer not to have to change locks after a stay as it causes extra work for us and we do not profit from this.
We hope that you are more respectful of properties when you rent them in the future and communicate with your host.
If you wish to discuss your review further, please email us customserservice@staymanaged.net
Kind regards,
Daniel Parker
Founder @ StayManaged
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