I complained about the disgusting mess of my ‘luxury’ holiday accommodation
A mum who complained to a Booking.com host about the mess and house rats in her accommodation was stunned when he replied: ‘F**k off fatso.’
Lianna Bartle, who says she is “struggling” with her weight, had booked a
weekend for his 35th birthday with his eight-year-old daughter, Lily.
They have booked a room in the village of Endon, Staffordshire, marketed by host Matthew Tolley as “Luxury Endon House Share”.
But Lianna said the offer – located half an hour’s drive from Alton
Towers – was “anything but luxury”.
The mother and daughter had planned to spend most of their weekend at home, but felt disappointed by her condition.
Matthew claims the mother is waging a ‘hate campaign’ against him, but
admitted to sending him an abusive WhatsApp message that said, “No, you were rude and you were wrong. F*** off fatso.
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
It currently has a 4.81 rating on Airbnb with 59 reviews.
Lianna, from Bradford, arrived at the property on May 12 for her
three-night stay after booking through Booking.com.
After arriving, Matthew showed Lianna and Lily around the property.
During the tour, Matthew asked Lily if she would like to play with her pet rats.
Lianna watched in horror as Matthew took Lily to a utility room to show her the rats inside a cage.
She said: “I looked on mortified. He should have revealed there were rats in the house in his ad.
“Even though they were hidden, 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 smelled terrible, like rats pee and poo.
Lianna, who works as a train ticket agent, took photos of the house which show the mess and dirt throughout the property.
She said, “I really didn’t want to be in the house. It stank horribly. Like some sort of musty foisty smell.
She was also worried that there were no locks on her bedroom door. She felt nervous about complaining during her visit, so she kept her lips tight.
But after her stay, she left a review on Booking.com explaining that while she was pleased with the view, she felt disappointed with the smell, grime, animals, and the lack of a lock on the door.
Matthew refuted all the complaints she made. He wrote: “The guest contradicted the reports of all the other guests who left a review (12 here and over 75 on another booking platform). The house was spotlessly clean (it still is) and the photos are taken regularly to prove it.
“There was no smell – it’s just complete fiction – unless she was complaining about cooking smells, which are NORMAL [sic] in most homes at mealtimes – unfortunately Lianna doesn’t know what that is because she doesn’t cook and eats junk food and crisps.
“She wanted new towels every night which were provided with no complaints even though no other guest ever asked for this. Guest also left a mess when leaving, a used hairbrush which I had to throw away for hygienic reasons, and a whole bunch of hair everywhere.
“The guest left a completely fake review and will not be welcome. Frankly, I’m disgusted by his behavior.
Lianna was shocked by comments that she was ‘living on junk food’ and felt attacked by Matthew’s comments, so texted him to let him know she would complain.
She wrote: “Letting you know that I intend to complain to Booking.com about your poor response in my honest opinion!! This hairbrush that was in the room was already in the room when I have arrived!!
Lianna sent photos of the property and wrote: ‘Dirty and cluttered…your response was completely rude after I sent an honest review!! Maybe you should let people know you live with rats!!!”
Matthew replied, “No, you were rude and you were wrong. F*** off fatso.
She said: “I am overweight. It was only last year that I paid money to work with a binge eating trainer, I struggled with my weight for many years. So, someone telling me that, it hurts a lot. It was so personal.
“I left an honest review of my stay and man got personal it was unnecessary. It’s absolutely awful I think it’s disgusting.”
Matthew admitted to texting ‘fatso’ but added he was ‘unaware’ that she was struggling with her weight. Matthew claimed Lianna launched a “hate campaign” against him.
He told Yorkshire Live: ‘The individual in question made a series of misrepresentations regarding her stay, she filed adverse comments as she was entitled to do. I responded as I had a right to and she subsequently started sending me a series of unsolicited messages which forced me to block contact with her.”
He said Lianna had complained to Booking.com and would ask them to fix the problem.