airbnb.com

Poor Host, Poor Customer Service, Poor attitudes

We were new to Airbandb and had a lovely stay at our first property on their site. No worries we thought and decided to book another. A huge mistake! The cheerful and bright premises (exact opposite in real life, pictures must have been taken a long while ago) was dark, dingy and dirty, or more precisely filthy. I have never been in a place where if you moved anything there was another layer of dirt, a toaster which had many months of crumbs and burnt bread. You couldn’t cook as it was so unhygienic. There were also various areas of disrepair, doors hanging off their hinges, cookerhood filter missing, open food left in the fridge, wet washing had been left in the washing machine, the list goes on. The clutter was unbelievable, it was under the furniture, on the tops in the cupboards / wardrobes, piled up in the corners, there was barely any room for us. We lived out a suitcase for two weeks, our two tins of peas could not find a space in the kitchen cupboards and spent their holiday on the top. Then there were the safety aspects the boiler was flashing low pressure, the garden was overgrown with brambles, decking unsafe, again the list goes on. A small child could have choked (lots of small bits) and it was possible for them to climb onto upstairs window sill, the window was covered by a cloth over a curtain rail (little privacy). The first week we were out a lot with longish days, but the second week we wanted to do things nearer to our location and this was when it came apparent how bad it was.We should have left, but there was no availability due to the school holidays and the short notice. The choice was to stick it out and complete the few places we wanted to see or go home. The Host had been pretty negative towards us so thought better of raising issues at the time. Although we contacted them on our return intending to have the conversation. It was clear to us that there wasn’t going to be any reasonable conversation as a result we were accused of not raising issues to them.We left a review that the Host managed to get removed (obviously knows how to work the system, how many other bad reviews has this Host had taken down) and they left a pretty damming, inaccurate review of us that we aren’t able to get removed although having proof not only with photos but with the message threads which Airbandb have access to.In conclusion we have no intention to use them again as their trusted reviews seem a bit untrustworthy or lacking to us and we do not want unwittingly to end up in a place like this ever again. There should be more respect for the Guests. Organisation has more than a bit of work to do there!! Policies need to be rewritten to be fair to all parties.

Date of experience: Nov 15, 2025