Whale Rock 22 Margate South Coast

My family and I booked Apartment 7 at Blue Whale, Margate, through Booking.com for December 2025. The host was Trisha A*****s. We relied on what the listing said, but the property we found on arrival was materially different from those representations and, in our view, did not meet reasonable standards for hygiene, safety, or habitability. This account is based on our observations and communications at the time, along with photographic and video evidence we have kept. I'm sharing it to inform other consumers and document the property's condition and how the host handled the matter. A detailed inspection after our initial concerns found blood on the bed linen, visible mould on pillows beneath their covers, and a persistent musty smell consistent with damp and possible mould. Bathroom fittings were rusty and unhygienic, and faulty shower sealing caused water to leak and created a slip hazard. The flooring was damaged, some fixtures were broken, and the furnishings were in disrepair. The beds sagged, laundry baskets were dirty, and the sleeping arrangements didn't match the listing. Used chewing gum was stuck to a kitchen light fitting and the lounge pallet bed. Taken together, the condition seemed consistent with ongoing neglect rather than a few isolated problems. We documented these findings in photos and video. We notified the host about the conditions as we were forced to leave before the scheduled checkout date because the accommodation did not seem reasonably fit to occupy any longer. No refund was offered and no remedial action was taken. There was an initial generic apology by WhatsApp, but responsibility was later shifted to the cleaning staff. I don't accept that position. The host is responsible for providing accommodation that is safe, hygienic, and accurately represented. Items past their useful life, such as mould-stained pillows and deteriorated furnishings, need to be replaced by the host. Blaming others doesn't remove the owner's responsibility. We then escalated the matter to Booking.com and sent extensive photo and video evidence. Booking.com's response was that they are “just a platform for people to advertise.” In my view, this is inaccurate and conflicts with their published policies, and suggests guest safety is secondary to hosts' refusals and review scores. In its correspondence, Booking.com referred to the host's account. She contradicted her earlier admissions, saying she had “walked through” the property and taken photos, and that we had never complained. That account didn't match her earlier apology and directly contradicted both the photos and videos we supplied and her own written acknowledgment to us. To me, this misrepresentation points to wider neglect and a lack of accountability. We've also learned that other guests have raised similar concerns. Each case has its own facts, but that leaves a fair question about whether our experience was part of a broader pattern. As presented on Booking.com, I don't believe this property meets acceptable standards of safety, hygiene, or accurate representation. The conditions and the way both the host and platform handled our complaint show, in my view, a clear lack of accountability. I'd strongly advise prospective guests to be cautious and at least inspect the property thoroughly on arrival.