Multiple travelers have reported difficulty recovering money after booking accommodations through Booking.com that did not meet advertised standards or were unsafe. In one case, a family arriving at a booked apartment in Georgia was directed to a different property that was in poor condition, forcing them to pay an additional £334 for alternative lodging. Despite complaints and requests for full reimbursement of £570, the platform offered only £36 in credits. Another traveler was overcharged by £120 at a Mongolian hotel and faced months of pursuit before receiving a refund, while a third guest booked a Parisian apartment that was undergoing refurbishment with exposed electrical hazards and declined to vacate despite safety concerns.
Booking.com’s terms and conditions state that the company acts as a facilitator rather than a contractual party, meaning agreements exist solely between guests and property owners. This position allows the platform to argue it bears no responsibility for compensation when issues arise. Airbnb and Vrbo employ similar contractual structures. Consumer advocate Martyn James notes this arrangement places companies in a legal grey area, as accommodation platforms have not faced substantial court challenges regarding their liability for substandard accommodations or host refusal to reimburse guests.
Unlike package travel deals booked through traditional operators, which fall under the Package Travel and Linked Travel Arrangements Regulations 2018 and provide consumer protections, direct bookings through online platforms lack equivalent safeguards. When problems occur, guests must negotiate directly with hosts while the platforms claim limited authority to enforce refunds.
When contacted about these cases, Booking.com stated that property owners bear responsibility for providing refunds and that the platform can only advocate on guests’ behalf and work toward resolutions. The company indicated it can remove repeatedly problematic properties from its listings. Consumer advocates recommend booking directly with providers after using comparison sites, while exercising caution with private apartments and avoiding bank transfer payments that cannot be reversed.
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