Airbnb Host Lied About Refund to Cover up her Mess

On March 21st this year, my niece, her husband, and I stayed at an Airbnb property in Merimbula NSW, Australia. The three of us were on a road trip taking in parts of NSW and Victoria, and unfortunately our stay there was near the beginning of the trip. This property was not a good introduction to travelling in this country for my relatives who were visiting from the U.K.

On arriving at the property and taking an initial look around, my niece, who was walking upstairs to the main bedroom, could see the side of the bed where the doona was not fully covering the mattress. She was horrified to see a mark on the sheet, and on closer inspection, to realise it was blood.

She then called me and her husband to take a look and we found several more blood stains on the bottom sheet. The doona had obviously been laid on top of the sheet while the blood was fresh as there was a mark on the doona cover directly above one of the blood stains on the sheet.

I immediately rang the host, who sounded genuinely horrified and asked me to send some photos over to her, which I did right away. On receiving them, she rang me straight back and told me that it was the first time she’d used the cleaner (her usual cleaner was away) and was appalled and what we’d found. At the time she couldn’t apologise enough, telling me there was nothing she could do to help as she was on a course in the mountains, but promised me a full refund.

We then spent some time searching the property for clean bed linen (most of the cupboards were locked), only finding two doona covers which were a screwed-up bundle in the bottom of a cupboard. We stripped the stained linen off the bed and replaced it with these two doona covers and as we had no other option, my niece and her husband spent a nervous and uncomfortable night, sleeping on bedding that they didn’t even know whether or not was clean, but felt it was better than sleeping on blood-stained linen.

I declined from writing a negative comment on Airbnb as the host had been so obliging in offering us a full refund for the inconvenience caused. It is a decision I have come to regret, as despite my contacting the host I have received no refund at all. My niece has also sent two emails to her from the U.K. through the Airbnb site, and heard nothing. We are assuming she is totally ignoring us.

The experience we had here was a great disappointment, very unsettling, extremely unhygienic and totally unacceptable. I feel that other people should be made aware of what might await them at this property and that this host should not be permitted to continue to offer it for use. I would also like to add that we stayed at many other Airbnb properties on our trip which were all lovely and restored our confidence in other hosts.

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One Comment

  1. Do you still have screen-shots of your conversations with the host? Then go straight to the resolution centre together with photos and claim a full refund. If it was only a verbal commitment, then – unfortunately – your chances are very slim……

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