Amber: most-reported complaints
Automated analysis of 812 public Trustpilot reviews published 2026-04-14 to 2026-09-23. TrustScore 4.7 from 11,000 total reviews — see the Trustpilot page. Quick answer: is Amber legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 31% of the 74 complaints identified in 812 reviews. Misleading pricing and other issues were each cited by 22% of reviewers, while support being unreachable made up 20% of the complaints. The trend for unhelpful support and unreachable support is falling, whereas misleading pricing is rising.
How to reach Amber
These are the contact details Amber publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone +44 7456741634 & +19176959425, email [email protected].
The company claimed its Trustpilot profile on 2016-07-31, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 1 of 2 in Student Housing Center. We last checked this profile on 2026-09-23 and found 176 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.7 across 14 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (97%, 0.3d) · 2026-08-20 (96%, 0.3d) · 2026-08-24 (98%, 1.1d) · 2026-08-27 (96%, 1.1d) · 2026-08-30 (99%, 1.0d) · 2026-09-02 (99%, 1.2d) · 2026-09-05 (100%, 1.2d) · 2026-09-08 (100%, 1.2d) · 2026-09-11 (99%, 1.2d) · 2026-09-14 (100%, 1.3d) · 2026-09-17 (99%, 1.3d) · 2026-09-20 (100%, 1.2d) · 2026-09-23 (100%, 1.2d).
Severity: 36% of this company’s 74 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In August 2024, 73% of 26 one-to-three-star reviews were 1★; in September 2026, 67% of 21.
Counted from August 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 3.4 days between the experience and publishing their negative review (336 reviews record both dates).
Measured reply time: across 377 negative reviews that received a public reply, the median wait was 0.4 days — the company profile reports an average of 1 days.
Reply quality: of 377 company replies to negative reviews analysed, 28% engaged with the specific problem and 71% were generic templates.
Review provenance: 728 company-invited reviews in the recent window average 4.79★, while 56 organic (uninvited) reviews average 2.91★.
83% of its 651 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 31% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 2,701 of this company’s 11,000 Trustpilot reviews (25%) were written in the last 12 months.
What are the most common complaints about Amber?
Support unhelpful
23 reports · 31% of complaintsfalling“lies we’re told about a cash back that I won’t be receiving”
The company replied on 2026-09-18: “Hi Nokutenda Rusinga, We are deeply concerned to read this. The concerns you have raised regarding poor communication, misunderstandings, and the cashback you were expecting are extremely concerning,…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“The site kept on showing error even though my bank credentials were working perfectly fine”
The company replied on 2026-09-10: “Hi Ardhendu, We sincerely apologize for the frustration and stress you’ve experienced while trying to resolve the rent payment issue. We understand how exhausting it must have been to repeatedly seek…”
Our classifier read this reply as a template response.
“when you try to claim anything they will ignore your queries and just postpone it as long as possible”
The company replied on 2026-08-31: “Hi Kalil, We are deeply concerned to read your feedback. We completely understand how frustrating it must have been to feel that the offers and incentives communicated during your booking were not…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Other
16 reports · 22% of complaintssteady“the amberstudent staff didn’t even reply to my messages, hanging up the phone every time I called them.”
The company replied on 2026-09-21: “Hi there, We’re deeply sorry to hear about this experience. Being informed just two days before your arrival that your accommodation had not been accepted, and then having to find an alternative at…”
Our classifier read this reply as a template response.
“they can still say that my room got booked by another person even after 1 week of pauing”
The company replied on 2026-08-31: “Hi, We are deeply concerned to read this. Being informed that your room was booked by someone else even after you had already completed the required payment is understandably extremely frustrating…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Promised housing and took money from my 17 year old daughter”
The company replied on 2026-08-06: “Hi Sarah, Thank you for sharing your concerns with us. We're genuinely sorry to hear about the experience you and your daughter had during the accommodation process. We understand how concerning and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Misleading pricing
16 reports · 22% of complaintsrising since 2026-08“lies we’re told about a cash back that I won’t be receiving”
The company replied on 2026-09-18: “Hi Nokutenda Rusinga, We are deeply concerned to read this. The concerns you have raised regarding poor communication, misunderstandings, and the cashback you were expecting are extremely concerning,…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Promised £200 cashback — still nothing after 8 months”
The company replied on 2026-09-10: “Hi Prachi, We sincerely apologize for the delay regarding your £200 cashback and understand how frustrating it must be after the repeated follow-ups and the time you have already spent waiting.…”
Our classifier read this reply as a template response.
“repeatedly received a “404 Page Not Found” error, which prevented me from properly managing my booking request.”
Support unreachable
15 reports · 20% of complaintsfalling“the amberstudent staff didn’t even reply to my messages, hanging up the phone every time I called them.”
The company replied on 2026-09-21: “Hi there, We’re deeply sorry to hear about this experience. Being informed just two days before your arrival that your accommodation had not been accepted, and then having to find an alternative at…”
Our classifier read this reply as a template response.
“The most frustrating part is that it has now been 13 days, and I still have not received my refund.”
The company replied on 2026-09-21: “Hi there, We are deeply concerned to read this. We’re very sorry to hear about the stress and frustration you experienced, particularly regarding the communication around your booking and the delay…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“The complimentary airport pickup arranged through Amber Students also never showed up. I waited for almost TWO HOURS at the airport”
The company replied on 2026-09-08: “Hi Yasha, We are truly sorry to hear about your experience and sincerely apologise for the stress, inconvenience, and additional expenses you have faced during your move-in. We completely understand…”
Our classifier read this reply as a substantive response.
Refund refused
6 reports · 8% of complaintssteady“repeatedly received a “404 Page Not Found” error, which prevented me from properly managing my booking request.”
“I got scammed and demanded my deposit back. I never signed the contract”
The company replied on 2026-09-04: “Hi Adriana, We sincerely apologize for the delay and understand how stressful and frustrating this situation must be, particularly with the impact it has had on your tuition and housing arrangements.…”
Our classifier read this reply as a template response.
“We have been trying to get a refund but now Amber support is ghosting us.”
The company replied on 2026-08-27: “Hi Daniel, We're genuinely sorry to hear about your son's experience and understand how frustrating it must be to discover that the room was unavailable after paying the upfront service fees,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Hard to cancel
5 reports · 7% of complaintsrising since 2026-08“I immediately protested in the chat. Amber agent claimed I only had a 3-day cooling period.”
The company replied on 2026-07-08: “Hi Shivani Thank you for taking the time to share your experience with us. We're truly sorry to hear about the concerns you've raised and sincerely regret the distress this situation has caused. We'd…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I wanna cancelle my accomodation they are not ready to agree”
The company replied on 2026-09-17: “Hi Arsh, We are deeply concerned to read this. The concerns you have raised regarding the cost of your accommodation and your request to cancel the booking are extremely concerning, and we understand…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Amber Student has taken my booking fee, but no contract has been received”
The company replied on 2026-09-02: “Hi there, We’re genuinely sorry to hear about the frustration you’ve experienced. Please be assured that we are currently working on your case and looking into the concerns you’ve raised. To help us…”
Our classifier read this reply as a template response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.