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Spotahome review: Short-term rental booked via Spotahome – Booking reference Z75DVD4-6E

G
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11:39 am EST
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I am filing a formal complaint regarding booking Z75DVD4-6E made through Spotahome for an apartment located at Rue du Midi 219, Brussels.

Despite multiple formal emails, documented evidence, and attempted interventions, Spotahome has failed to properly address the situation or provide a resolution.

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## Timeline

- 3 February 2026 – Check-in.
- Same day – We immediately reported serious hygiene and habitability issues and requested intervention.
- A cleaner was sent; however, only the refrigerator was properly cleaned. The main issues remained unresolved.
- 4 February 2026 – Formal written complaint sent to Spotahome with photos and videos.
- 7 February 2026 – We were forced to vacate the apartment due to unacceptable living conditions.
- 9 February 2026 – Keys were returned (video documented).

Despite this, Spotahome continues to send automated emails asking if we are enjoying our stay and reminding us about early departure policy, clearly demonstrating that our case is not being properly handled and that our formal complaint has not been addressed.

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## Issues Upon Arrival

The apartment was delivered in a condition that did not meet basic habitability and hygiene standards:

- The apartment was covered in cat hair. The presence of animals was not disclosed in the listing. We experienced continuous sneezing and physical discomfort.
- Bed sheets were dirty upon arrival. We had to wash and replace them ourselves in order to sleep.
- The bed structure was broken, directly affecting safety and rest.
- The sofa and walls showed visible damage and marks.
- The shower floor had visible orange/brown residue upon arrival, indicating inadequate cleaning.
- There was a strong sewage smell coming from the pipes, directly affecting the sleeping area.
- Severe and constant noise from the apartment above, including toilet flushing directly over the bed.
- Additional noise from neighbors, including a dog upstairs, despite no disclosure regarding pets.
- The listing advertised a dishwasher that was not present in the apartment (material discrepancy with the listing).

These were not minor inconveniences. They were structural, hygiene, and listing-accuracy issues that made the apartment uninhabitable.

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## Landlord Communication

The landlord was informed of the issues and engaged in communication regarding the situation. It was indicated that reimbursement would need to be processed through Spotahome, as the platform is holding the funds.

Screenshots of our communication and records of contact attempts were provided.

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## Current Situation

- We have not stayed in the apartment since 7 February 2026.
- We were forced to secure alternative accommodation at our own expense.
- Keys were returned and documented.
- Spotahome has not formally confirmed cancellation nor initiated reimbursement.
- Automated emails continue to be sent as if no complaint exists.

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## Claimed Loss

We request:

- Full refund of the booking amount.
- Reimbursement of additional temporary accommodation costs incurred due to the uninhabitable conditions.

(Documentation of these costs can be provided upon request.)

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## Desired Outcome

- Immediate written confirmation of booking cancellation.
- Full reimbursement of the booking.
- Reimbursement of documented additional accommodation expenses.
- Formal acknowledgement of the complaint and review of case handling.

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This situation reflects a serious failure in quality control, listing accuracy, and customer support handling.

We have acted in good faith, provided extensive documentation, and vacated the property promptly once it became clear that the conditions would not be resolved.

We now request formal and immediate resolution.

Kind regards,
Guilherme Neves
Booking reference: Z75DVD4-6E

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