Casago review: Refusal to reimburse for major infestation

FORMAL DEMAND LETTER
Re: Demand for Refund, Reimbursement, and Remediation – Unsafe, Uninhabitable, and Non Compliant Short Term Rental
Property Address: 320 Ramona Ave, Grover Beach, CA
Reservation Dates: July 30 – August 4, 2024
Actual Stay: July 30, 2024 (vacated due to unsafe conditions)
To the Rental Agency:
This letter serves as a formal demand for full reimbursement, corrective action, and written compensation arising from my rental of the property located at 320 Ramona Ave, Grover Beach, CA. The property was uninhabitable, unsafe, and non compliant with multiple municipal codes and California habitability laws. I was forced to vacate the premises after the first night due to conditions that posed immediate health and safety risks.
This demand is based on documented facts, statutory violations, and financial losses incurred as a direct result of the property’s condition and the owner’s failure to comply with legal obligations.
1. Severe Ant Infestation – Health & Safety Hazard
Upon arrival, the host admitted her husband had been “fighting an ant problem” using only over the counter products and had not contacted a licensed pest control professional. She minimized the issue as a “trickle” of ants.
Inside the home, active ants were immediately visible on kitchen counters. By the next morning, the infestation had escalated to a full scale sanitation hazard, with the kitchen floor covered in ants resembling a black carpet. Additional ants were present:
• Down the hallway
• Inside the bedroom
• Next to the bed
Due to the urgency of the situation and the need to remove my service dogs from the unsafe environment, I did not take time to photograph the ants. The insects were extremely small, the flooring was not a solid color, and photographs would not have accurately captured the extent of the infestation.
Evidence of the owner’s prior knowledge exists in writing inside the unit. A letter was found in a drawer in the living room stating that Grover Beach has a frequent ant issue exacerbated during hot and humid days. The fact that this letter was concealed rather than openly displayed demonstrates the owner’s awareness of the problem and failure to disclose or remedy it.
The infestation rendered the property uninhabitable under California law and in violation of Grover Beach municipal code.
2. Failure to Disclose Lack of Air Conditioning
The listing failed to disclose that the home had no air conditioning, a material omission affecting habitability and comfort. Accurate disclosure is required under California consumer protection standards.
3. ADA Non Compliance – Service Dog Accommodation Failure
The rental agency was fully informed that I was traveling with two service dogs. The host appeared surprised and unprepared, creating an inappropriate and discriminatory interaction. Service dogs are protected under the Americans with Disabilities Act (ADA), and failure to properly accommodate them constitutes a violation.
4. Operating Without a Valid Short Term Rental Permit – Grover Beach Municipal Code Violations
The short term rental permit displayed in the unit expired on July 31, the day of my arrival. The property operated without a valid permit for the remainder of the reservation (July 31–August 4), violating:
• GBMC §3991(B) – Short term rentals must maintain a valid, active permit at all times.
• GBMC §3994(A) – Operating a short term rental without a valid permit is unlawful and subject to enforcement.
5. Additional Grover Beach Municipal Code Violations
The property further violated:
• GBMC §3997(A)(1) – Failure to maintain a clean, sanitary, and safe condition.
• GBMC §3997(A)(2) – Failure to ensure the property is free from insect or vermin infestation.
• GBMC §3997(A)(3) – Failure to correct conditions posing health or safety risks to occupants.
• GBMC §3991(B) – Failure to maintain a valid permit throughout the rental period.
• GBMC §3994(A) – Operating a short term rental without a valid permit is unlawful.
These violations justify immediate enforcement action and support my demand for full compensation.
6. Violations of California Habitability & Consumer Protection Laws
Under California Civil Code §1941.1, a dwelling must be maintained in a condition fit for human occupation, including being free from vermin and pests.
Under California Civil Code §1942.4, when a lodging provider fails to deliver a habitable dwelling, the renter is entitled to:
• Full refund of all rent paid, and
• Reimbursement of reasonable relocation costs incurred due to uninhabitable conditions.
The property clearly failed to meet these statutory requirements.
7. No Written Offer of Compensation
Despite the severity of the violations and my immediate departure, no written offer of compensation has been made by the host or rental agency. This lack of response is unacceptable and inconsistent with legal obligations under both municipal and state law.
8. Emotional Distress, Anxiety, and Exacerbation of PTSD
This incident caused significant emotional distress, anxiety, and pain and suffering. I am a formally diagnosed PTSD patient, and the unsafe conditions, combined with the lack of corrective action or compensation, materially worsened my symptoms. The experience was destabilizing and harmful to my mental health.
9. Financial Losses and Documentation
I incurred additional expenses due to being forced to secure alternate accommodations at the last minute. These costs were directly caused by the property’s uninhabitable condition.
Receipts are attached.
10. Formal Demand and Notice of Escalation
I hereby demand the following:
1. Full refund of all rental fees paid for July 31–August 4, 2024.
2. Reimbursement of all relocation and alternate accommodation expenses.
3. Written acknowledgment of the violations and a written compensation proposal within 10 business days of receipt of this letter.
4. Confirmation that the property will undergo professional extermination, permit compliance review, and habitability remediation before being rented again.
Be advised that I have already contacted and filed formal complaints with the following agencies and entities:
• City of Grover Beach
• San Luis Obispo County Code Enforcement Agency
• California Department of Consumer Affairs
• Better Business Bureau
• Airbnb Support
• Airbnb Dispute Department
In addition, I have issued a chargeback through my bank for the rental charges due to the property’s uninhabitable and non compliant condition.
If this matter is not resolved within the stated timeframe, my next steps will be to engage legal counsel and file a claim in California Small Claims Court, seeking:
• Full reimbursement of all rental and relocation costs
• Statutory damages allowable under California Civil Code §1942.4
• Any additional relief permitted under California law
This letter constitutes a final opportunity to resolve the matter voluntarily before litigation proceeds.