A MUM who complained to a Booking.com host about the mess and pet rats at her accommodation was stunned when he replied: “F**k off fatso.”
Lianna Bartle, who says she “struggles” with her weight, had booked a
weekend away for her 35th birthday with her eight-year-old daughter, Lily.
They booked a room in the village of Endon, Staffordshire, marketed by host Matthew Tolley as 'Luxury Endon House Share'.
But Lianna said the offering – located half-an-hour's drive from Alton
Towers – was “anything but luxury”.
The mum and daughter had planned to spend the bulk of their weekend at the home but felt let down by its condition.
Matthew claims the mum is on a “hate campaign” against him but
admitted sending her an abusive WhatsApp message which said: “No you were rude and wrong. F*** off fatso.”
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The host, who lists his property on Booking.com, Airbnb, and A-Hotel,
also wrote that Lianna “doesn’t cook and lives on junk food and
He currently has a rating of 4.81 on Airbnb with 59 reviews.
Lianna, from Bradford, arrived at the property on May 12 for her
three-night stay after making her booking through Booking.com.
After arriving, Matthew showed Lianna and Lily around the property.
During the tour, Matthew asked Lily if she'd like to play with his pet rats.
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Lianna watched horrified as Matthew took Lily to a utility room to show her the rats inside a cage.
She said: “I was watching mortified. He should have disclosed there were rats in the house in his listing.
"Even though they were hidden away, they were still in the house. The smell throughout the house was awful. I don’t know how many there were but there were a few, maybe three or four. They smelt really bad, like rats wee and poo.”
Lianna, who works as a train ticket officer, took photos of the house which show mess and dirt throughout the property.
She said: “I really didn’t want to be in the house. It stank awful. Like musty foisty kind of smell”.
She was also concerned about there being no locks on her bedroom door. She felt nervous about making complaints during her visit, so kept tight lipped.
But after her stay, she left a review on Booking.com explaining that although she was happy with the view, she felt let down by the smell, grime, animals and there not being a lock on the door.
Matthew refuted all of the complaints she made. He wrote: “The guest has contradicted the reports of every other guest who has left a review (12 on here and over 75 on another booking platform). The house was spotlessly clean (it always is) and photos are taken regularly to prove the fact.
"There was no smell – this is simply a complete fiction – unless she’s complaining about cooking smells, which are NORMAL [sic] in most homes at mealtimes – unfortunately Lianna doesn’t know what these are because she doesn’t cook and lives on junk food and crisps.
"She wanted new towels every night which were provided without complaint, even though no other guest has ever asked for this. The guest also left some mess behind when she left, a used hairbrush which I had to throw away for hygiene reasons, and a whole bunch of hairs everywhere.
“The guest has left a completely false review and will not be welcome back. Frankly, I’m disgusted by her behaviour.”
Lianna was shocked at the comments about her "living off junk food" and felt attacked by Matthew's comments so sent him a text to let him know she'd be complaining.
She wrote: "I am making you aware that I intend to complain to Booking.com about your awful response to my honest review!! That hair brush that was in the room was already in the room when I arrived!!
Lianna sent photos of the property, and wrote: “Filthy and cluttered …. your reply was completely rude after I sent an honest review!! Maybe you should inform people you are living with rats !!!”
Matthew replied: “No you were rude and wrong. F*** off fatso.”
She said: “I am overweight. It was only last year that I paid money to work with a binge eating coach I have struggled with my weight for a lot of years. So for someone to say that to me, it hurt big time. It was just so personal.
"I left an honest review about my stay and the man got personal, there was no need. It’s absolutely horrendous, I think it’s disgusting.”
Matthew admitted to sending the "fatso" text but added that he “was not aware” she struggled with her weight. Matthew claimed that Lianna had launched a “hate campaign” against him.
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He told Yorkshire Live: “The individual in question has made a series of false claims about her stay, she filed unfavourable feedback as she was entitled to do. I responded as I was entitled to do and she began subsequent to that, to send me a series of unsolicited messages which resulted in me having to block contact with her."
He said Lianna complained to Booking.com and will be asking them to resolve the matter.
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