Airbnb respond after customer reveals insane reason Superhost rejected their booking
The Superhost has been accused of violating the Equality Act 2010
Featured Image Credit: NurPhoto / Contributor via Getty
The days of the traditional B&B still have plenty of fans, but in 2025, things have changed more than a little when it comes to booking our vacations. Since it was founded in 2008, Airbnb has helped revolutionize the short-and-long-term homestay industry.
While it should be as easy as booking your dream stay at the press of a button, it turns out it sometimes isn't as simple as that. Airbnb has been forced to respond after one Superhost was accused of discrimination for rejecting a customer's booking for two.
Airbnb has continued to evolve from Brian Chesky renting out his home, and even though recent changes of added services like massages to the platform, some 490 million Airbnb nights and experiences were booked in 2024. With so many bookings, there was always going to be the occasional issue.
As reported by the BBC, Jemma Louise Gough and Jamie Lee Watkins booked a stay in Manchester, England, hoping to travel from Wales to watch Australian DJ Sonny Fodera in November.
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The pair didn't think anything of mentioning they were coming from Wales in the comments on their booking, but they were 'gobsmacked' to learn their payment has been refunded and the booking canceled. When pushed on why the Superhost had done this, they responded: "Because you're from Wales."
Airbnb says that while the Superhost didn't say anything else to Gough and Watkins, they've been suspended pending an investigation.
The homestay service added that discrimination "has no place on Airbnb" as it confirmed: "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."
Speaking to BBC Radio Wales Breakfast, Jemma admitted, "My flabber had never been so gasted.” Saying she was left confused and annoyed, she continued: "When I heard that, my mouth hit the floor, utter shock...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."
Gough and Watkins have accused the Superhost of violating the Equality Act 2010, which is supposed to protect people from prejudice in work and wider society. This includes discrimination on the grounds of nationality.
To have the rank of Superhost, you need to have a 4.8 or higher rating and a response rate of 90% or higher.
Bizarrely, the host had been described as 'lovely' and 'friendly' in previous reviews, with some even visiting from Wales.
Gough concluded: "I don't know what the entire country has done to her, but we're so confused, we've had no answers.
"I firmly believe discrimination takes form in many, many ways, and it all warrants attention and are all equally unacceptable."
It's true that Airbnb lists specific reasons for hosts being able to cancel, with the likes of emergency repairs being needed on a property, serious personal illness, proof that guests plan on violating house rules, and public health emergencies or government travel restrictions.
According to the women, none of the above apply, and they were simply discriminated against based on where they were from.