A mum who rented a Staffordshire Moorlands Airbnb has hit out at her host – after he called her ‘fatso’. Lianna Bartle complained about the ‘luxury’ house in Endon, where she had booked a room to take her daughter di lei to Alton Towers.
The 35-year-old says she was dismayed to find the house ‘stank’ and was also home to owner Matthew Tolley’s pet rats. Lianna had booked a weekend away with her daughter di lei Lily, aged eight, to celebrate her 35th birthday di lei.
She chose the Airbnb room in the ‘Luxury Endon House Share ‘in Church Lane, which said it offered a’ stunning rural location ‘. When she complained, Lianna said she was insulted by Mr Tolley via a WhatsApp message, reports YorkshireLive.
Mr Tolley has alleged that the mum is on a “hate campaign” against him but accepted sending her the abusive WhatsApp message which said: “No you were rude and wrong. F *** off fatso. “
The host, who lists his property on Airbnb, Booking.com and A-Hotel, also wrote that Lianna “doesn’t cook and lives on junk food and crisps.” He currently has a rating of 4.81 on Airbnb with 59 reviews.
The mess Lianna pictured at Matthew’s house (Image: Lianna Bartle)
Lianna arrived at the property on May 12 for her three-night stay after making her booking on Booking.com. After turning up, Mr Tolley showed Lianna and Lily around the property they’d be staying in. During the tour, the host asked Lily if she’d like to play with his pet rats di lui.
Lianna was shocked to learn there were animals in the property. She watched in a daze while Mr Tolley took her daughter di lei to a utility room next to the kitchen where the rats were being kept in a cage.
Lianna said: “I was watching mortified. He should have disclosed there were rats in the house in his listing of him. 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. “
Mr Tolley then opened the cage and let Lily play with them but it ended in misery as one of the rats bit the eight-year-old’s hand, she claimed. “She was a bit shocked, she didn’t touch the rats again after that. Definitely not, ”said Lianna. “It was only a light bite.”
Lianna also claims to have taken pictures of the house, which appear to show discarded clothes, mess and dirt in the property. Lianna, who works as a train ticket officer, said she would have left the property early but she had a full weekend booked with visits to the theme park with her daughter di lei and catching up with an old friend in the area.
Lianna: “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 di lei, so lei kept tight lipped, as she felt intimidated by Mr Tolley. But after her stay di lei, she left a review on Booking.com, where she’d made her booking.
Lianna left a review, which has since been taken off the site, which states her concerns listed above. She goes on to say that the view from the room was “stunning” and the bedroom was “immaculate”, however.
Lianna review on Booking.com and the response (Image: Lianna Bartle)
Mr Tolley’s response was far less balanced, however, refuting 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 behavior of her. “
Lianna was shocked by the comments made about her ‘living off junk food’, stating that at most she’d had a Pringles can for her and Lily to share while on their weekend away. She believes this was a jibe about her weight of lei. She added the hairbrush was in the room when she arrived and she bagged up her rubbish for him to collect.
Shocked by the response to her review, she messaged her host on WhatsApp to inform him that she had reported him to Booking.com. Lianna wrote: “I am making you aware that I intend to complain to Booking.com about your awful response to my honest review !!
Dirt pictured by Lianna in the house (Image: Lianna Bartle)
“Your house apart from the guest room was filthy and I have photos to prove this! As for leaving the room disgusting, I left 1 bag of rubbish next to the bin as I didn’t want to have to walk past the disgusting smell of the rats to get to the bin! Also …. I used my towels x 2 then wanted new towels because I am a clean person and not a tramp !! As for saying I live on junk food and crisps ??? I cook home cooked food every night. Can’t wait to share this with the local papers. “
Lianna then sent what appear to be dirty 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 !!! “
She received the reply: “No you were rude and wrong. F *** off fatso. “
Lianna was shocked by the “fatso” comment. Lianna admitted she is overweight and has always struggled with it.
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.”
Mr Tolley admitted to sending the “fatso” text but added that he “was not aware” she struggled with her weight. He claimed that Lianna had launched a “hate campaign” against him.
He said: “The individual in question has made a series of false claims about her stay, she filed unfavorable 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.
“She also complained to the booking platform in question, they have asked me to respond. The booking platform will be made aware of these matters, that is the correct forum for these matters to be resolved in.
“Having seen her social media posts, I now believe she is engaged in hate campaign against me, encouraging her friends to contact me, file complaints and to contact the media and to harass me by using and abusing conventional media. This in my view is unacceptable and may constitute illegal harassment which will result in me making a complaint to the police. “
Lianna has posted screenshots of her review and messages between them on Facebook, which encourage people to share so that others do not stay at the property. Booking.com rejected her request for a refund.