Guests rejected by Airbnb host because they're from Wales

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.

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.

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".

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".

"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."

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.

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.

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."

Reasons why a host can cancel

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

• 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

• A major disruptive event, such as declared public health emergencies or government travel restrictions

Source: 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.

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."