Rainwater leak in main bedroom, poor response from host ruined stay
This would have been an ideal 2 night stay for us and our adult daughters. The plan was for a meal on the first night and then see Coldplay at Wembley on the second. The flat was spacious and in a good location for us.
After returning from the meal on the first night, there had been some heavy thundery rain, we found that there was water coming through the ceiling of the main bedroom. Not just in one location but in several spots. Water was all over the floor. It was still dripping through even though the rain had been stopped for a couple of hours. The bedroom wasn’t usable and we were concerned it would rain again in the night. There was a very wet patch directly above the bed.
I messaged the host Constantin about the leak, and we set up the temporary mattress in the lounge. This wasn’t ideal as the skylight meant the lounge was very light first thing and we couldn’t sleep.
Constantin did respond at 2:20am to say he would send someone round in the morning. We went out for the day and returned about 4pm to get ready for the concert at Wembley. I hadn’t heard anything more from Constantin during the day but there had been more heavy rain while we were out. The ceiling had leaked heavily again. We had left a large saucepan out, which was now nearly full of dirty water. Water was across the floor again from other leak areas.
There was no evidence that anyone had been to do anything. I messaged Constantin to ask what was he doing about this problem. He replied about 4:50pm to say we could use an adjacent flat but he needed 3 or 4 hours to get it ready, so 9pm. This wasn’t at all helpful as we were just going out to the concert and wouldn’t be back till late and leaving the next morning.
Constantin had all day to come up with either a temporary repair, organise alternative accommodation or just communicate with me but he left it until it was too late for us. We ended up sleeping in the lounge again. I asked Constantin for a partial refund based on the loss of one bedroom but he refused. He believed he had offered an alternative, albeit way too late to be helpful. I am currently going through Airbnb resolution centre as this is not acceptable.
This was not the experience we had expected or wanted. The host’s poor response and inaction to the water leak ruined our stay.