James G.
Yelp
First of all, I typically do not leave reviews. This experience warrants one.
My family and some close friends take trips each summer and often stay at an Airbnb. We chose the Rochambeau Lodge due to the size to accommodate the large group we had. The write up for the location and the setting in the New England countryside is what peaked our interest. We've been to New Hampshire several times and love coming back to the mountains.
We are not people who complain, however, some things need to be addressed. It was the interaction with one of the hosts which led us to ultimately write this review.
There were some issues with the cleanliness of the place. Mouse droppings, bees coming in the kitchen, ragged furniture with clear evidence of rodent activity and some questionable stains on pillows and more. Also, there were limited clean pots and pans. We were willing to let some things slide and address them at the conclusion of our stay. We had absolutely no intention of writing a negative review. Again, some of us drove quite a distance to be there and we were just happy to see each other.
During our stay, I had some itching on my neck. I asked my wife if she thought it was poison ivy. It wasn't. Chalked it up to maybe some mosquito bites. Fast forward to mid week and the spots on my neck continued to grow. On our second to last night, my wife, who happens to be a biology professor and entomologist, found something crawling on our sheets. It was a bedbug. While trying to wrap our heads around what we found, we found more crawling on our pillows and sheets. We shared our findings that night with one of our friends and immediately switched rooms. We didn't want to upset anyone else in the house at that point because it was well after midnight.
After a night of no sleep, we brought this to the attention of one of the hosts of the property. Here's why I'm writing this. The host stated that "bedbugs are microscopic and you can't see them." Interesting take because we saw them up close and personal and I had the bites on my neck as well. We bagged a couple of bugs and stored them in the freezer as evidence. Our concern was not taken seriously and quite honestly, was very belittling. People want to be treated with respect. This is not how you handle people's concerns. Bringing over new bedsheets is not going to eliminate the problem. Bedbugs don't just go away. We had fourteen people staying in this house. All of us had to leave with concerns of bringing them home. All clothing, bags and luggage had to be thoroughly washed or simply thrown out. The offer was made to stay in another location on the property, but it wouldn't of been big enough to accommodate our group. A partial refund was also issued through Airbnb, but the pain of this experience still stings. Besides, the damage had been done. The other concerns, mouse droppings, etc. he stated that he "wished he knew sooner and that they had a new cleaning service." This turns the blame off of them and puts it onto us, for not notifying them earlier; or on the cleaning service, for not doing an adequate job cleaning. This isn't our problem seeing we spent over two thousand dollars to stay in the lodge which included a $275 cleaning fee. Simply put, the lodge was not ready and not clean. If it isn't ready and there isn't any over site on the cleanliness, then it shouldn't be rented. It is not our job to walk into a rental and make sure it's clean. Not knowing is not an excuse.
We do not wish any harm on anyone's livelihood and well being. If you and your family were staying and experienced this, would you be ok with this? We understand that you cannot control that guests brought bed bugs into the home. We get it. We are upset at how our findings were minimized. This lodge has a lot of potential and can be a great place to stay. It needs a lot of TLC and new furnishings.
When you are hosting, please know that there are good people who spend hard earned money to stay at a place where you want to feel welcome. As hosts, sometimes you are going to have concerns and your guests will want to feel validated when addressing you as hosts. Not once did the host express genuine empathy or concerns for our situation. He seemed more interested in defending his position and provided excuses for why he should not be responsible for these issues. My advice...listen. Take the concerns of your guests seriously, handle them appropriately and treat people with respect.