A Family's Holiday Nightmare: Bloodstains, Sex Toys, and a Booking Platform's Lack of Support

A UK family's dream holiday turned into a nightmare when they arrived at their rented property to find bloodstained furniture, unsecured medication, and a room filled with sex toys and bondage gear. The shocking discovery was made even worse by the booking platform Vrbo's initial dismissal of the issues as "minor."

The Disturbing Discovery

Paul Norris (not his real name) and his wife booked a five-bedroom house in Northern Ireland through Vrbo for a week-long holiday with their extended family, including four young children. The £300-a-night property was supposed to be a relaxing retreat, but what they found upon arrival was anything but.

The family was greeted by a bloodstained mattress, mouldy food, and soiled upholstery. The master bedroom was filled with sex toys, bondage gear, and unsecured medication. Norris's five-year-old son, excitedly exploring the house, was the first to open a bedside cabinet and discover the inappropriate items.

"We quickly moved the children into the kitchen, where we found an open bottle of nicotine vape liquid on a worktop," Norris told The Guardian. "We checked the other bedside cabinet and wardrobe, and they contained even more items, including ropes, whips, penis enlargers, handcuffs, and opened tubes of lubricant."

Vrbo's Initial Response

When Norris contacted Vrbo, part of Expedia Group, to report the issues, he was told to take his complaints to the property host. A customer service agent, in a recorded call obtained by The Guardian, repeatedly downplayed the situation, describing the health and safety concerns as "minor" and refusing to offer a refund.

The host, when contacted, allegedly threatened Norris, suggesting he would be accused of damaging the property if he pursued a refund. The host also claimed he hadn't cleaned the property because police had shot his dog after it escaped and bit someone.

A Costly Resolution

Vrbo eventually offered to put the family up in a hotel while the property was cleaned, but the family declined. Instead, Norris paid £2,000 out of pocket for a nearby Airbnb to ensure his family's safety and comfort.

Although Vrbo refunded the cost of the original booking a month later, Norris says the promised compensation has not been paid. To make matters worse, the property remains listed on Vrbo's website, and Norris's negative review was allegedly blocked from being published.

"The extent of what we found in that house was surreal, and we felt trapped by the lack of support," Norris said. "I was forced to spend hours during the first three days of the holiday stuck on the phone – mostly on hold – to Vrbo, the host, and my bank. The experience completely ruined our trip."

Vrbo's Response After Media Intervention

After The Guardian reached out to Vrbo for comment, the company offered Norris £1,000 in compensation. A spokesperson said: "We take the health and safety of our Vrbo guests very seriously and are sorry Mr. Norris had this experience. We have now provided compensation in addition to refunding his full booking and service fee, totalling over £3,000. Additionally, we arranged and paid for alternative accommodation. We also contacted the property host regarding cleanliness and safety issues."

The spokesperson added that Vrbo's health and safety team is re-investigating the case.

A Cautionary Tale for Holiday Renters

This incident highlights the importance of thorough research and due diligence when booking holiday rentals. It also underscores the need for booking platforms to take health and safety concerns seriously and provide better support to customers in distress.

For now, the Norris family is left with memories of a holiday gone horribly wrong, while Vrbo faces questions about its policies and commitment to customer care.

Source: The Guardian – UK family tell of nightmare of bloodstained, sex toy-filled holiday rental