DO NOT BOOK ANY BACHCARE PROPERTIES!!!!
I’ve never google searched an Airbnb host prior to booking, but I wish I had in this case. They’ve been convicted for scammy behavior and should be put out of business.
Our Airbnb had rodents in the wall. The pests made terrible loud noise at night nesting, gnawing, and squeaking in the walls and vents right near the headboard of the bed in the top room bedroom, which echoed loudly through the vent in the bedroom of the first floor. We contacted the property manager via Airbnb chat, Tania, and she suggested it was birds outside. I requested she call me several times and she never called- her phone also went straight to voicemail. I then described in more details the noises, took video recordings, and asked Tania to send an exterminator. She offered to come by around noon the next day and put rat poison down. We did not sleep a wink the entire night. I called the bachcare group general customer service number and asked them if they could put us in a different property. They refused and said they cannot believe hypothetical allegations of rodents, and will have to wait for Tania to report back. They also suggested it may be a possum, and that it’s normal for the region. This is a complete lie because Waiheke Island is free of possums and the house manual even states this fact about the island. Regardless, still unacceptable to be in a house with possums in the wall. I explained that regardless of the rodent type, it’s not healthy for us to stay because the rodents could be carrying diseases, and we shouldn’t be in a house after poison is put down. Bachcare group rep, Bre, said that New Zealand rodents don’t carry diseases like American rodents with rabies, and if we are uncomfortable with rat poison they can offer non-toxic bait. Unacceptable!!
I called Airbnb customer support and they tried to mediate with Bachcare group for a refund, but Bachcare refused. It was an absolute nightmare! Waiheke Island only had two available Airbnb’s left for our second planned night there, and ZERO hotel openings. The Airbnb’s were costly due to the last minute need and high demand. We almost got stuck not only swallowing the cost of the infested Airbnb, but also paying premium price for safe accommodations. A literal nightmare while thousands of miles from home with no local contacts!
For nearly 12 hours straight- 2 am Friday till 2pm Saturday, we were told there is nothing that can be done until the property manager verifies the problem. Tania was unreachable and never showed up at the property. Desperate for assistance, I went to the neighbors who share the driveway and asked if they had any other contacts or information on the house. I explained what we were experiencing, and the neighbor confirmed no possums on Waiheke island (she is a lifelong native), and that rats are a known risk in the area. She then showed me the rat baits the gardener keeps around the property. I called Bre at Bachcare customer service to tell her and she hung up on me. I then called Airbnb with the new information, and in the 12th hour of fighting for assistance we finally received a helpful customer service rep, Ankur. He escalated the issue and forced Bachcare to cancel the booking and issue us a refund. At that time, Bre sent us a courtesy message offering a stay at one of their other properties not listed on Airbnb, probably to cover their backs since I made it known I will write this horrific experience on reviews everywhere. Airbnb gave us a credit to book a new Airbnb with a lovely host who saved the booking for us when I requested the house and explained our situation. 13 hours later we were finally in a safe, rodent free home. Nightmarish incredible stress while on holidays!!! Beware of Bachcare group and stay far away from this disgusting rat infested house!!!