Our experience with this host company was unacceptable from both a hygiene and duty-of-care perspective.On arrival, the apartment was in a poor and unsafe condition. We identified extensive black mould (bathroom, washing machine, fridge and freezer), visible grime throughout the kitchen and bathroom, and a persistent smoke odour despite the property being advertised as non-smoking. These issues strongly suggest prolonged neglect rather than an isolated lapse.During the stay, both occupants developed skin rashes and persistent coughing, which coincided with exposure to the mould and poor air quality. These concerns were reported promptly and supported with evidence.When we contacted the host company directly, we were told they could not assist and that the matter would be passed to their local team to follow up. No one from the local team contacted us. Instead, we received only a generic message stating that the company was standing by its cancellation policy, with no acknowledgement of the reported conditions or health impacts.There was no attempt to inspect the property, remediate the issues, or offer relocation or refund support. As a result, we were forced to vacate early for health reasons and secure alternative accommodation at short notice and at more than double the original nightly cost, entirely at our own expense.This experience reflects a serious lack of accountability and a failure to respond appropriately when legitimate health and safety concerns are raised. I would strongly advise others against booking with this host, particularly anyone with allergies, respiratory sensitivities, or expectations of basic cleanliness and professional conduct.
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