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Dear Katie,
My husband and I had our very first vacation with our three-month-old baby in France, where we booked an Airbnb flat.
Unfortunately, less than two days into our stay, we experienced a major issue. When we flushed the toilet, dirty sewage water started seeping out from under the skirting boards in the kitchen. Additionally, brown, foul-smelling water began rising up from the bath plug. We immediately reported the problem to the management company responsible for the flat.
Despite attempting to clean the bath, it was impossible due to a blocked drain. This was particularly frustrating as we specifically chose the flat because it had a bath. The main issue appeared to be a blocked toilet. The management company promptly responded to our complaint and offered to inspect the situation the following morning.
Upon their arrival, they attempted to solve the problem with plungers, but their efforts proved unsuccessful. They informed us that emergency plumbers would come in the afternoon. Since we had plans to go out, we agreed that it would be fine for them to come while we were away.
When we returned to the flat that evening, the management company owners were still there, attempting to fix the problem themselves. They explained that the plumber had mentioned they couldn’t work in the flat if no one else was present. This led to a discussion about alternative accommodation options.
Unfortunately, they didn’t have any other available apartments to move us to. However, they suggested that we could use the washing facilities in their flat located in a neighboring town. Given that it was nearly our baby’s bedtime, this option wasn’t feasible, despite our desperate need to wash. Eventually, the management company left at 10.30pm and we had yet to have dinner.
We reluctantly decided to stay overnight, considering it the least terrible option. However, during the evening, a significant amount of water leaked out onto the kitchen floor, emitting a putrid sewage odor. As I cleaned up the revolting liquid while preparing dinner, it felt like a far cry from a relaxing holiday experience.
The following day, we informed the management company of our decision to pack up and move to a different apartment. Finally, a professional plumber arrived and resolved the problem. However, the bathroom was left in a complete mess. The management company returned in the evening to clean it, allowing us to use the bath again on Friday evening. We departed on Saturday morning to return home.
The plumber explained that the issue stemmed from the fact that the flat is primarily used during the summer, causing the pipes to dry out. When they were used again, severe blockages occurred.
Upon returning home, I lodged a complaint with Airbnb. Unfortunately, this led to the host making her own complaint, filled with lies, accusing us of flushing baby wipes down the toilet. This was absolutely untrue. To make matters worse, she attempted to charge us £915 for the plumber’s services. Airbnb instructed the host to provide a full refund, but she refused. Instead, Airbnb offered to repay us £161.11, solely covering their fees.
Anon
Dear reader,
The issue you faced with raw sewage in your living space and bath was not only inconvenient but also posed serious health and safety risks, especially with an infant present. In this situation, the management should have promptly arranged alternative accommodation, such as a fully paid-for hotel, recognizing that the flat you had rented was uninhabitable.
It is deplorable that the host failed to take responsibility, instead resorting to distorting the truth and attempting to shift the blame and cost onto you. Airbnb should have reprimanded this behavior without external intervention. Nevertheless, after my involvement, you were fully refunded the £717 you paid for the five-night stay, and the host’s review of you was removed.
An Airbnb spokesman stated, “We acknowledge the impact this situation had on the guest, and as a gesture of goodwill, we have issued the remaining refund. They will not be charged for any damages.”
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