What can I say? Something that should have been a lovely experience turned into a rather unpleasant one. We had seen an Airbnb listing and loved the photos of the fantastic views which persuaded us to book this cottage.
Upon arrival, there was the owner’s car parked on a small driveway so we were unable to park two cars on it and had to leave one of them outside in a narrow lane.
The cottage was unlocked so we were able to walk inside. We then entered and decided to have a look around.
The first thing we spotted was the unclean cooker. The door was covered in fat stains. When we opened the door and looked inside the cooker, this was even worse; it was caked in grime. The baking trays were also filthy. We cannot imagine the last time that this had been cleaned and we proceeded to clean it ourselves so that it would be okay to cook in.
There were cobwebs everywhere: on the walls, furniture and plants. A mountain of rubbish behind the sofa. Stained sheets on both beds which looked like nobody had bothered to change from the previous customers. A stack of bricks on one corner of one of the beds to replace a broken leg. A tea towel hanging on the cooker door which was black with dirt. The owner’s clothes left in the wardrobes and drawers with nowhere to hang our own clothes. Dirty dishes in the sink that had been left there. A filthy toaster. A filthy microwave. Outside in the outhouse there was the washing machine and fridge freezer, plastered in dirt.
We then called customer service at Airbnb to report the property. The girl on the end of the phone said we could stay in a hotel for the night if we wanted to leave and then find us another property the next day and that we would be contacted within two hours with an update. Two hours passed without a call (time now 10:30 PM) so we messaged customer service to be told that another member of the team would be in contact soon.
We heard nothing, so we had to stay at the property overnight. My partner didn’t sleep at all and at 5:15 AM I once again contacted customer services when we eventually were told we could have a full refund. That night we booked a hotel which we had to pay for out of our own money as it would take a few more days for the refund to appear in our account.
This whole episode has been a nightmare from beginning to end. Properties in this condition should not be allowed to feature on the Airbnb listings. The host’s excuse that there must have been a mix up with her cleaner just doesn’t cut it for us. This property had not been cleaned in months and we have the photos to prove it.
It has left us feeling disgusted and very angry, as this should have been a great experience spending time away, only for it to be ruined with state of the property and lack of contact from Airbnb. We will definitely think twice before booking again.