We booked Sarah’s flat for 3 nights based, in part, on her description of it as ‘quiet and comfy’. It was neither. The mattress was not fit for purpose as it dipped from all edges to the middle. It was impossible to lie flat on it. I gave up trying at 2:30 and started looking for somewhere else to stay. We both had sore backs from attempting to sleep on the bed.
I called Sarah’s phone at 9:43, and it went straight to voice messaging. I left a message for her, but she didn’t return my call.
I later sent her a message via AirBnB advising her that we couldn’t stay. She did then contact me. In short she said that was in hospital having an operation but there was nothing she could do about our concerns.
That was unsatisfactory to me, but I didn’t want to stress someone who said she was having surgery. I asked her to contact me in a few days.
Up to yesterday she had not contacted me. I, again, contacted her.
She claims that she has had no complaints about the bed. That is untrue. I looked at a few reviews, and there were two other complaints in the last 3 months.
In 40+ years of travelling and staying in hundreds of different places this was the worst mattress I had attempted to sleep on. I have never previously left accommodation because of concerns like this.
Sarah refused to do anything in relation to my complaint and was not prepared to talk to me on the phone.
I have now lodged a complaint with AirBnB and am awaiting a response.
To add some balance, if Sarah replaces the mattress with one deemed suitable by AirBnB, her flat would be a good place to stay.