Helloguest: most-reported complaints
Automated analysis of 175 public Trustpilot reviews published 2025-09-18 to 2026-09-24. TrustScore 4.7 from 736 total reviews — see the Trustpilot page. Quick answer: is Helloguest legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 7 out of 14 identified complaints citing this issue. They also frequently mention that properties are not as described, accounting for 5 of the complaints. Additionally, some reviewers report poor core service, such as a lack of response to inquiries, which made up 3 of the complaints.
How to reach Helloguest
These are the contact details Helloguest publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected].
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2016-07-13 and last replied to a negative review on 2026-09-17. We last checked this profile on 2026-09-24 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: HELLOGUEST LIMITED (no. 09809701), active, incorporated 2015 (10.9 years); next accounts due 2026-12-31, last accounts filed 2025-12-19. 2 current officers; 2 filings in the last 12 months (27 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.2★ on Google (0 reviews)
TrustScore over time
4.7 → 4.7 across 11 census measurements since 2026-08-12. 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: 2026-08-15 (85%, 13.6d) · 2026-08-21 (85%, 13.6d) · 2026-08-28 (80%, 12.5d) · 2026-09-03 (77%, 8.9d) · 2026-09-06 (77%, 8.9d) · 2026-09-09 (77%, 8.9d) · 2026-09-12 (77%, 8.9d) · 2026-09-15 (77%, 8.9d) · 2026-09-18 (92%, 16.9d) · 2026-09-24 (92%, 16.9d).
36% of its 159 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 50% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 166 of this company’s 736 Trustpilot reviews (23%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Helloguest?
Support unhelpful
7 reports · 50% of complaints“the condition of the apartment was far below what was advertised.”
The company replied on 2026-05-22: “Hi LM, thank you for sharing your review. We are sorry your stay did not meet your expectations, and we sincerely apologise for any inconvenience you experienced. We would like to clarify a few…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I have now asked for a full refund and am being ghosted”
The company replied on 2026-01-29: “Thank you for your feedback. We understand that the place was not to your liking while many other guests have enjoyed staying at the property. The issues raised were checked and no issue was found…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Manager Emily was very unsupportive and very unhelpful”
The company replied on 2025-09-25: “Hi Hogarth, we appreciate that you are dissappointed that we decided not to take on managing the property; we had some concerns about guest access arrangements as it was not possible to attach a key…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Not as described
5 reports · 36% of complaints“the experiences are true and reflective. We have photo evidenced of the uncleanliness and general condition of the property”
The company replied on 2026-05-23: “This review appears to be either a duplicate or invalid. If the individual did not stay at the property, they would not be eligible to leave a review. In addition, a very similar review has already…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“the condition of the apartment was far below what was advertised.”
The company replied on 2026-05-22: “Hi LM, thank you for sharing your review. We are sorry your stay did not meet your expectations, and we sincerely apologise for any inconvenience you experienced. We would like to clarify a few…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I have now asked for a full refund and am being ghosted”
The company replied on 2026-01-29: “Thank you for your feedback. We understand that the place was not to your liking while many other guests have enjoyed staying at the property. The issues raised were checked and no issue was found…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Poor core service
3 reports · 21% of complaints“I phoned,emailed and messaged Helloguest no response”
The company replied on 2026-01-29: “Derek, thank you for sharing your review. As soon as you reported the issue we got in touch with different private waste collection companies, which due to the New Year's period couldn't attend as…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“tv and wifi not working and blocked pipes in the bathrooms”
The company replied on 2026-01-29: “Thank you for your feedback, we have had a chance to review your booking noted that you posted a very positive review on Airbnb after your stay, which was:A beautiful flat in the heart of Covent…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“I was ultimately very disappointed with the overall level of management and would not use them again.”
The company replied on 2026-09-17: “Thank you for acknowledging that we successfully listed the property across multiple platforms, managed reservations, generated income and responded consistently to communications. We are…”
Our classifier read this reply as a deflection.
Other
2 reports · 14% of complaints“consider your deposit their funds and deduct as they deem fit.”
The company replied on 2025-12-10: “We have found the details of your stay. Unfortunately you locked yourself out of the property, so we had to pay someone as an emergency to collect keys and travel to the property to get you back in…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“Repeated cleanliness issues, including an apartment returned dirty”
The company replied on 2026-09-24: “Hi Jean-Léon, We are sorry that you remain dissatisfied with your experience. However, we do not believe this review reflects the full circumstances or the investigation undertaken. During our…”
Our classifier read this reply as a deflection.
Hard to cancel
2 reports · 14% of complaints“HelloGuest cancelled on me with no explanation.”
The company replied on 2026-03-26: “HI Luke, the property owner is truly sorry that the booking has to be cancelled, unfortunately there are some necessary and unexpected maintenance repairs that will need to be carried out and they…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“refuse to call us or engage and keep sending AI generated slop emails”
The company replied on 2026-08-25: “Hello, We are sorry to see that you are dissatisfied with the service provided. We are currently in correspondence with the reviewer regarding the matters raised and therefore cannot comment publicly…”
Our classifier read this reply as a deflection.
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.