When Ruby Nyugen entered an Airbnb estate she had booked over the Easter weekend, she thought she had entered the wrong house.
The Auckland woman, along with three other adults and four children, had booked the property in Tauranga to stay for two nights over Easter.
The listing said it was the home of a construction company and "there may be current reforms," but Nyugen said she was shocked by her state.
"He did not look fit and safe," Nyugen said.
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"It was a total danger, the house itself."
Nyugen said there were wires hanging from the ceiling, exposed wires in the living room, no doors in the rooms and no proper walls.
Stools of dogs were found and the ground was sticky, she said.
Nyugen said she was impressed and disappointed by the state of the house.
"I do not expect the house to be luxury and I understand it was under renovation, but the conditions and the state of the house, I just could not understand."
Nyugen said he called the landlady, Melissa Winn, after her arrival to share her concerns and tell her that the group could not stay there.
They eventually had to drive back to Auckland.
"We planned to have a holiday and the children were so excited," she said.
"I felt very sorry for disappointing them."
Nyugen said Winn offered to reimburse one night's accommodation, but the group wanted the full payment to be repaid.
Winn said the whole incident was disappointing and that the listing clearly indicated that the property was being renovated.
"It seemed to me that she had no idea what she was actually booking," she said.
Winn said she also sent a welcome pack and a list of hazards 24 hours before the group's arrival.
However, Nyugen said the list did not inform them about the extent of renewal.
Winn said she did not believe her listing was misleading because she did not show photos of the retirement because she was "all written clearly in the description."
After learning of Nyugen's disappointment with the property, Winn said he requested a change in the reservation, which means that the group would not have been charged for the second night – however, Nyugen did not accept the request in time.
She said that was why she refused to give a full refund.
Winn said the incident also made her change the way people could book their property.
She now required people to request a reservation so she could contact them first, to make sure they were well aware of the ongoing reforms.
An Airbnb spokesperson said that every Airbnb user had to follow high standards, which included "compromises related to the condition of the home".
"Our original case handling did not meet the high standards we adopted, and we fully reimburse the guests."
Any guest who felt that something was not right with his reservation was asked to contact the Airbnb staff, the spokesman said.