Hopstays - Property Management Company

We booked a holiday through Airbnb and later discovered that the property was managed by Hopstays. Unfortunately, this was a very disappointing experience. We have used Airbnb many times before without any issues, but this stay was genuinely awful. After booking, we were sent a suspicious-looking external link by Hopstays, asking us to fill in extensive personal details, including photos of our passports. This is not something we have ever had to do when booking through Airbnb. However, we were told that we had to complete this form in order to receive the check-in details. From that point on, all communication within Airbnb was handled by Hopstays’ customer support, and we had no direct contact with the property owner at all, which is very unusual for Airbnb. On the day of arrival Hopstays sent us the wrong address via WhatsApp. What was already a six-hour drive turned into seven hours, as we had to work out the correct location ourselves. Responses were slow and unhelpful. We were also told they would send us a video to help us find the property, but this never happened. When we finally arrived, the property was damp, mouldy and humid, nothing like the photos in the listing. The conditions felt unhealthy, and in our opinion, a property like this should not be rented out at all. After a day and a half, we were told that the owner would come with a cleaner, but no time was given. This is our holiday, and we do not want to sit inside all day waiting. Honestly, if I book through Airbnb, I do not understand why a third party like Hopstays needs to interfere in this way. Based on our experience, I would absolutely not recommend Hopstays.

Reliability and security, excellent accommodations, and a warm, caring approach. Recommended for property management.