Property Promise Reviews 34

This was an extremely disappointing and unacceptable experience from start to finish.

The property was advertised as a modern, newly built aparthotel. In reality, it was significantly misrepresented and in a condition that was completely unsuitable for a family stay.

On arrival, we were immediately met with a strong and overwhelming smell of cannabis throughout the apartment. This was obvious and persistent, making the property unpleasant and concerning from a health perspective.

The condition and cleanliness were also far below acceptable standards:

Dirty bedding with visible hair and stains
Sofa bed heavily stained and unusable
Multiple signs of poor maintenance and neglect throughout the property
Damaged fixtures and general lack of proper upkeep
Overall unclean and unhygienic environment

We reported these issues immediately and provided photo and video evidence. Instead of addressing the situation properly, the response was dismissive, repeatedly suggesting a reclean would be sufficient despite the severity of the problems.

We were also told a refund would not be provided, even though the property was clearly not fit for occupancy. Our concerns about both the condition and the smell were repeatedly denied or minimised.

In addition, before we arrived, the hosts rang and tried to charge an extra £200 security deposit after booking!

Due to the unsanitary conditions and health concerns we were forced to leave within 45–60 minutes of arrival and arrange alternative accommodation at our own expense.

Overall, this listing is significantly misrepresented and does not meet basic standards of cleanliness, safety, or honesty. Based on our experience, we strongly advise others to avoid this property.

Do not waste your money.
Do not waste your time with these chancers. The property we stayed in was an absolute shit show. Genuinely awful, a typical chuck grey paint over everything and hope no one notices the health disaster. Bins piled up in the garden be devoured by rats and birds. Bathroom siliconed within an inch of its life. Next to nothing useful in the kitchen, hob was about 30 years old, unserviceable and unsafe. Bedding was disgusting a way passed its useful and hygienic life span. The beds were bloody awful and really uncomfortable.
We have stayed in many Airbnbs and renal properties all over the world and this one in Cardiff was by far the worst

Absolutely disgusting service, booked a property in Paget street Cardiff they took our money and sent us emails of confirmation and an email to arrive by 4pm for check in with a code to the property to get in only to find that there was already a group of people staying at the property we called to speak to management only to have the phone put down on us no explanation and a text message to say they will refund us

No apologies, no way of trying to resolve the matter left stranded with nowhere else to stay absolutely disgusting I Would Never ever use this company again and hope this warms anyone else In The future

I await the refund in the time frame stated or we will have to seek legal action for our money to be returned through the small claims court

AVOID!! Please, please, please avoid this place for your own sanity.
Stayed in the large house in Cardiff, Newport Road property. It was filthy, stank of urine, had blood and drawings on one of the bedroom walls, no wardrobes or anywhere to store clothes so had to keep everything my suitcase, walls were scuffed, floors and carpets were absolutely disguting and frayed and coming loose - a major trip hazard by one of the bedrooms, front and back gardens were overgrown and had a broken wall (but we were told by PP that the garden isn't part of the rental - WHAT??!!), there were hardly any cooking utensils or sufficient pans, the toaster didn't work, we daren't sit on the sofa, it had massive ground in black dirt all across it and STANK! The mattress was hard and dipped downwards in the middle - I had to go to the chiropractor upon return home! The front and back doors seemed really flimsy and could easily be kicked in if someone wanted to break in.
I didnt remove my shoes or flip flops the whole stay - including in the shower, and slept with socks on!
Nothing at all like the photos! We booked through Air BnB and they have been told about this situation. Property Promise took zero responsibility. Absolute clowns.

Newport Road house...Deep breath.... Photo's in hand but nowhere to add.
The area is good for getting to the city centre but the outside of the house when we arrived looked and smelled like a garbage tip. There were four urine smelling people sitting on the wall and pavement drinking alcohol as mentioned by another reviewer. I think if the frontage of the house wasn't so grubby they might not have felt so comfortable.
Front door glass was smashed. All windows have privacy film on them so you feel like you're in a Tupperware box.
The house looked like it had been used for student parties, I imagine Viviene from the Young Ones would feel comfortable there.
No plug in kitchen sink so have to wash up with running water.
None of the extras as shown in staged photo's in the house.
Coffee table sticky and dirty to touch.
Was going to cook but the stove was filthy and the oven tray and grill were rusty. So we ate out.
Glasses and mugs had to be washed before use as they were dirty and had lipstick on the rims.
Balloons, broken glass and food under the sofa by my dog!!, asked owner where a dust pan was and there wasn't one so had to pick up big pieces to bin and push broom up against smaller ones in the hole where the fridge was in owner photo's.
Garden is full of weeds, old dog poop, broken glass, cigarettes and drinks cans. DO NOT let your dogs out there, we couldn't as feared they would cut their feet or eat something nasty.
Sofa had a smashed arm rest, wifi didn't work,
Everything is grubby, sticky, and nobody has used the mop for a while as there's a fag end in the bucket.
Bathroom ceiling was mouldy.
Matress in top front room was stained when I stripped the bed before we left. I didn't strip the other beds we slept on as I didn't want to know.
One room had a hole punched into the wall and plaster on the floor.
Bathroom door has to be slammed to shut and then yanked like hell to open. Elderly or children would struggle.
kitchen door wouldn't close.

The property was not clean , with rat infestation. Rats were running through the kitchen and eat our food. Our kids were traumatised and couldn’t wait to leave . No kitchen utensils in the kitchen.
Do not stay there !!!

Booked 22 May 2025 for June 2026 for a Metallica gig …… a few days later they cancelled it claiming they no longer had the lease for the property and needed to refund us. We firmly believe this is because they wanted to cancel us and then re-advertise at a much inflated price as many places are also doing so at this time. Totally unethical. Avoid avoid avoid.

Pleasent experience, accommodation wasn't anything special but did the job

Stayed at northcote was very clean and tidy . Smelt amazing. bed was comfortable easy to assess and a little garden out the front. Host was very easy to get hold of

The accommodation was cozy, very clean and the smell was amazing. Super responsive and attentive host. We really enjoyed stay here. Thank you!

Had a lovely stay at Donald street house is very big and spacious great for family stays had everything we needed, was lovely and clean, host was attentive. Would definitely stay here again.

Stayed at Janet st splott nicely set out lovely and clean close to amenities will stay again

Fantastic Stay in Cardiff!

I had a wonderful experience staying at a Property Promise Airbnb near the Millennium Stadium. The flat was spotless, stylish, and had everything I needed for a comfortable stay. The location was unbeatable—just minutes from the stadium and city centre. Check-in was smooth, and the host was friendly and responsive. I’d happily stay here again and highly recommend it to anyone visiting Cardiff!

We stayed at St.peters the house was perfect for our big family,spotless clean,modern with a smart lock,we felt safe,the smell was beautiful.
The guest communication was fast and was very helpful.We will definitely be coming back and staying here again.Highly recommended

Super responsive and attentive host. Good night sleep. Decent value for money and good location.

We stayed at Principality Suites. Location was great for the rugby in the stadium. Really clean and bed was comfy. Would stay there again

Perfect for the price. Not too far from the city centre. Nice and clean. No issues.

The accommodation was cozy and very clean, kitchen was well equipped. The host was helpful and responsive. We really enjoyed our stay here. We would definitely stay here again. Thank you!

We had a lovely time here, everything was close to each other. The beds were massive, kitchen and living area were as described. We will definitely staying here again for sure!Absolutely love it and would highly recommend. The host was 10/10 with communication!

Had an excellent stay very clean and comfortable everything we needed as family was there, very close to all amenities would definitely stay with property promise again