Multiple travelers have contacted media outlets describing frustrations in recovering compensation from Booking.com for problematic accommodation experiences. Jane Ripley booked an apartment in Georgia with an exceptional rating but upon arrival was redirected to a different property that was in poor condition. After lodging complaints and arranging alternative accommodation at considerable additional expense, she received only minimal credits despite requesting a full refund. Similarly, other users have reported being overcharged, denied refunds despite cancellation policies, and provided substandard properties with safety concerns.
The underlying issue stems from the contractual framework established by accommodation platforms. Booking.com’s terms of service specify that contracts exist between guests and individual hosts rather than between guests and the platform itself. This arrangement allows the company to argue it functions merely as an intermediary without responsibility for service quality or compensation. Airbnb and Vrbo employ comparable terms, each stating they are not parties to guest-host agreements. When booking through traditional package deal arrangements, consumers receive legal protections under Package Travel and Linked Travel Arrangements Regulations, but direct platform bookings fall into a less clearly defined legal area.
Consumer advocates note this represents a significant gap in legal protections. The current structure means that when disputes arise, travelers must seek resolution directly with hosts or convince the platform to advocate on their behalf, with no guarantee of success. One traveler was told by Booking.com that despite evidence supporting her refund claim, the host had not engaged with the company and therefore no refund could be issued. Another was denied a full refund for a property with safety hazards and offered only travel credits as compensation.
Booking.com stated that accommodation providers are responsible for issuing refunds and that the platform can advocate for guests and investigate repeated issues with properties. Consumer experts recommend that travelers attempt to book directly with providers when possible and exercise caution with private apartment rentals, which may involve greater risk of fraud or complications.
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