Couple turn up to luxury £10,000 Ibiza Airbnb apartment to find it doesn’t exist

A British couple discovered on the first day of their two week holiday to Ibiza that the luxury £10,000 apartment they had hired did not exist.

Ian and Denise Feltham, from Chiswick, west London, forked out the huge sum for the penthouse of a block in a high-end Spanish resort. They believed they were getting a hot tub, Tukish bath and private lift to the VIP room at the Las Boas complex in Ibiza which they booked through Airbnb.

The apartment listing had 37 reviews and a five-star rating and allowed the couple to take their Yorkshire terriers Ross and Honey away too. But when they arrived, Ian and Denise were told by a receptionist: ‘There isn’t such a thing as the VIP Penthouse in Las Boas.’

Ian, 75, told The Times: ‘A gentleman who lived in the building said they get tourists turning up all the time and that it’s a very big problem.’

Instead, the couple had to book a last minute stay at the nearest dog friendly accommodation they could find some 40 miles away. It cost them an extra £200 a night.

The Felthams said they became suspicious when Lux Travel Collective, who had listed the site, did not give them arrival details in the lead up to the holiday.

Property developer Ian said he tried to phone the company’s number, which was based in Thailand, but could not get through. He eventually got a friend in Ibiza to go to the hotel and ask about the penthouse but the receptionist could not find any details about the booking.

Ian said he was told by Airbnb that he could only get a refund if he and his wife turned up at the apartment and were not given a room. The couple flew to Ibiza with their dogs but were immediately turned away.

According to The Times, the apartment was still listed until the newspaper contacted the company, at which point it was swiftly removed and a full refund was offered.

Ian told the newspaper: ‘What checks did Airbnb even do? I now realise the photos on the site could’ve been from any one of 30 apartments in the building.’

Am Airbnb spokesperson said: ‘Our handling of this issue fell below our usual high standards and we have reached out to the guest to apologise and refund them in full.

‘We have suspended the listing while we investigate and are continuing to work with the guest to make things right.’