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| Version 1 | Version 2 |
|---|---|
| Airbnb host suspended after rejecting Cwmbran guests because they are Welsh | Airbnb host suspended after rejecting Cwmbran guests because they are Welsh |
| (1 day later) | |
| Jemma Louise Gough had requested to stay at the Airbnb in Manchester ahead of her visit for a gig | Jemma Louise Gough had requested to stay at the Airbnb in Manchester ahead of her visit for a gig |
| Two women were left "gobsmacked" after an Airbnb host rejected a request from them because they are from Wales. | Two women were left "gobsmacked" after an Airbnb host rejected a request from them because they are from Wales. |
| Jemma Louise Gough, 38, and Jamie Lee Watkins, 37, from Cwmbran, Torfaen, booked a stay in Manchester ahead of watching Australian DJ Sonny Fodera at the Co-op Live Arena in November. | Jemma Louise Gough, 38, and Jamie Lee Watkins, 37, from Cwmbran, Torfaen, booked a stay in Manchester ahead of watching Australian DJ Sonny Fodera at the Co-op Live Arena in November. |
| In their booking the friends told the Airbnb host they were coming from Wales for the gig, before seeing their payment had been refunded and their booking request had been declined. | In their booking the friends told the Airbnb host they were coming from Wales for the gig, before seeing their payment had been refunded and their booking request had been declined. |
| When they asked the host why, she replied: "Because you're from Wales." | When they asked the host why, she replied: "Because you're from Wales." |
| Airbnb said the host, who did not respond further to the pair, had been suspended while it investigated, adding discrimination "has no place on Airbnb". | Airbnb said the host, who did not respond further to the pair, had been suspended while it investigated, adding discrimination "has no place on Airbnb". |
| 'Airbnb host rejected us because we're Welsh' | 'Airbnb host rejected us because we're Welsh' |
| Speaking to BBC Radio Wales Breakfast, Jemma said "my flabber had never been so gasted". | Speaking to BBC Radio Wales Breakfast, Jemma said "my flabber had never been so gasted". |
| "When I heard that my mouth hit the floor, utter shock," said Jemma, adding they were "pretty much speechless". | "When I heard that my mouth hit the floor, utter shock," said Jemma, adding they were "pretty much speechless". |
| "It was pure discrimination of where we are from. | "It was pure discrimination of where we are from. |
| "I am so proud to be Welsh and that's why I decided to speak out about what happened to us. I want to challenge these narrow views." | "I am so proud to be Welsh and that's why I decided to speak out about what happened to us. I want to challenge these narrow views." |
| The friends say the host did not respond after their comment | |
| Jemma said the interaction made her feel "instantly like an outsider" and not welcome in Manchester. | Jemma said the interaction made her feel "instantly like an outsider" and not welcome in Manchester. |
| The pair said they were even more baffled as the message was from a verified Airbnb "superhost", which requires maintaining a 4.8 or higher overall rating and a 90% or higher response rate. | The pair said they were even more baffled as the message was from a verified Airbnb "superhost", which requires maintaining a 4.8 or higher overall rating and a 90% or higher response rate. |
| Being a superhost also requires maintaining a less than 1% cancellation rate, with exceptions for cancellations due to "major disruptive events or other valid reasons", according to Airbnb. | Being a superhost also requires maintaining a less than 1% cancellation rate, with exceptions for cancellations due to "major disruptive events or other valid reasons", according to Airbnb. |
| The host had a high rating and had been described as "friendly" and "lovely", said Jemma, who added previous reviews were from people across the world including guests from Wales. | The host had a high rating and had been described as "friendly" and "lovely", said Jemma, who added previous reviews were from people across the world including guests from Wales. |
| "I don't know what the entire country has done to her but we're so confused, we've had no answers." | "I don't know what the entire country has done to her but we're so confused, we've had no answers." |
| Reasons why a host can cancel | Reasons why a host can cancel |
| For home hosts, valid cancellation reasons include but are not limited to: | For home hosts, valid cancellation reasons include but are not limited to: |
| Circumstances beyond the host's control, such as major damage to a home listing, emergency repairs or unexpected issues with the service or experience venue that prevent hosting | Circumstances beyond the host's control, such as major damage to a home listing, emergency repairs or unexpected issues with the service or experience venue that prevent hosting |
| Serious personal illness that prevents hosting | Serious personal illness that prevents hosting |
| Proof that a guest intends to break one of the house rules included in the home listing details, have an unauthorised party or otherwise violate the party and events policy | Proof that a guest intends to break one of the house rules included in the home listing details, have an unauthorised party or otherwise violate the party and events policy |
| A major disruptive event, such as declared public health emergencies or government travel restrictions | A major disruptive event, such as declared public health emergencies or government travel restrictions |
| Source: Airbnb | Source: Airbnb |
| Jemma said questions were still left unanswered as the pair continued to chase Airbnb. | Jemma said questions were still left unanswered as the pair continued to chase Airbnb. |
| "I firmly believe discrimination takes form in many, many ways, and it all warrants attention and are all equally unacceptable," said Jemma. | "I firmly believe discrimination takes form in many, many ways, and it all warrants attention and are all equally unacceptable," said Jemma. |
| She added she did not want others to be affected by such behaviour. | She added she did not want others to be affected by such behaviour. |
| In a statement, Airbnb said: "As soon as this report was brought to our attention, we reached out to the guest to provide our support and suspended the host while we investigate this matter." | In a statement, Airbnb said: "As soon as this report was brought to our attention, we reached out to the guest to provide our support and suspended the host while we investigate this matter." |