We booked a so called “luxury” property through Expedia, and what we arrived to was diabolical. This is not an exaggeration from the moment we arrived, it was obvious the property was in a disgraceful condition. The settee was broken and leaning, covered in stains, the walls were filthy, and the garden was completely overgrown. To make matters worse, a full, rotting bin outside was swarming with flies, which were flying into the house as we opened the door.
We contacted the management company (Open Mind Properties), and they offered an alternative property. That second property turned out to be infested with bedbugs. We placed our 18-month-old niece to bed thinking it was clean, only to find bedbugs crawling on her face, on the walls, and in the bed. The property was filthy mould behind the bed, dust everywhere, broken furniture, rusted appliances, and a clear lack of any deep cleaning. It was a severe health hazard, especially with young children.
We called Expedia for help and were shocked by the lack of urgency. They asked for photos (which we provided), then dismissed the bedbug infestation as a “minor” issue and offered £60 compensation. They then referred us to FairBro (the host), who also said the same. No one took accountability. At midnight, with six children and a baby, we were left stranded and had no option but to make a dangerous 4.5-hour drive back home.
This experience was not just disappointing it was dangerous, traumatic, and unacceptable. Expedia did nothing
