Am I being screwed over?

[Welshrarebitontoast]

Used Booking.com for an apartment over the weekend.

From the beginning it’s been a problem booking but it was non refundable so I had not choice but to go with it.

This morning I checked out early and I stripped the bed as the bedding was filthy (it was when I arrived). I the saw the topper was dirty so removed that and then noticed the mattress was very dirty/marked.

I put the bedding into wash (as I always do in an apartment if there are washing facilities), so the washing machine was going as I left.

Left at 6.30am(check out time was 10am) as my office is around the corner.

At 11.30 I got a message asking for an explanation as the mattress was ruined and needed to be replaced, the bed frame was soaked through.

I explained it was not when I left, but that it and the bedding were dirty, and I’d stripped and put the bedding onto wash as a curtesy .

I was staying there alone. I have got pictures of various other problems (including a mildew covered pair of pants left in the washing machine). So what’s the process and what happens next?

I’ve responded to their messages (property direct) but not sure how/when booking.com get involved?

I’m furious.

If the bedding was filthy when you arrived why did you not contact the owner/ agent immediately to complain?

You have only been 'screwed over' in the sense that you have paid good money to stay somewhere grotty

Perhaps you should have complained when you arrived? I never book with these third parties after an incident where the hotel let us down badly and there was confusion because I was not dealing with real people. Its shitty.

I did raise issues dirty with booking on my arrival.

I hadn’t looked at the state of the mattress until I was leaving. I found replacement pillow cases on the first night so changed them (hair/dust etc), but hadn’t taken much notice of the sheets etc (I’m a pig clearly).
I arrived quite late and spent most days out and about.
They are not requesting a new mattress and considering whether a new bed frame is considered).

You are right @StopFeckingFaffing I did pay good money for staying somewhere grotty but in the run it to it they’ve been so awful I’d resigned myself that whatever happened I’d never get a refund.

Im not prepared to pay for a new mattress/new bed though - which is what I meant about being screwed over.

*directly with Booking (fecking edit!).

It doesn't look like Booking.com has much appetite to pursue damages partner.booking.com/en-gb/help/policies-payments/guest-payments/how-do-i-handle-property-damage-guests unless the property took a deposit or you gave them your card details directly, you should be ok.

I find it unusual that you would strip the bedding and wash the sheets. Perhaps they’re taking it as a sign that you soiled the bed in some way…. Or at least are using it as an excuse that they can use.

Agree. Why strip bed etc unless they ask you to? Surely your charge includes the cost of a cleaner coming in to do this?

Sorry I agree, they think you've had some sort of disaster it's very unusual to put a wash on surely? Even in self catering I would only strip the bed and add to the dirty towel pile at most

I can promise you all faithfully I have not at the grand age of 48 started wetting the bed without realising.

I always strip beds after a stay even in hotels. If there is a washing machine I also load/switch on. I don’t consider that doing the laundry as it’s still running when cleaning staff arrive. Just think it saves over worked housekeeping staff a bit of work. Clearly a lesson learned.

Thanks @rookiemere just couldn’t find that information when I searched. No deposit, or card on file so we’ll see.

Well yes, but that may have inadvertently been what has brought to their own attention how grotty the mattress really was. It may have been soiled by other guests over a long period and the host has only ever had cleaners changed the sheets before so they didn't see how bad it already was under the mattress topper?

Yes OP I'd suggest in future you don't wash the bedding unless it's specifically requested . Stripping beds is fine, but sheets may be planned to be washed elsewhere.

I would be wondering why someone put sheets in a washing machine as when I had a holiday let, all the bedding was washed by the local laundry not in-house. It is very unusual and would cause suspicion.

Firstly there should have been a quality mattress protector on the bed, we have a holiday let, the mattress protectors cost an awful lot but guarantee nothing will leak through, there are two for each bed.

We ask guests to strip the beds but would never in a million years expect a guest to put bedding in the washing machine, all our laundry is done professionally.

To be fair I would have been very suspicious if a guest had put the bedding in the washing machine.