Multiple travelers have contacted news outlets describing difficulties recovering money after unsatisfactory accommodation experiences booked through Booking.com and similar platforms. In one case, a family arrived at an apartment in Georgia only to find it in poor condition and were forced to secure alternative lodging at additional expense. The original host property was subsequently removed from the platform, yet the guest received only a modest credit offer rather than full reimbursement for both the original booking and replacement accommodation costs.
The challenge stems from how these platforms structure their terms and conditions. Booking.com, Airbnb, and Vrbo all specify in their agreements that they function as intermediaries rather than contractual parties, meaning agreements exist directly between guests and property owners. This contrasts with package holiday bookings, which are protected under the Package Travel and Linked Travel Arrangements Regulations 2018, placing responsibility on tour operators to address problems. Consumer advocates note this legal gray area leaves travelers vulnerable, as platforms can argue they bear no liability for service failures and are merely facilitating transactions.
Other documented cases illustrate the frustration guests experience when seeking compensation. One traveler was charged more than the agreed price for a Mongolian hotel booking with free cancellation terms, yet faced months of delays before receiving a refund despite providing evidence of overpayment to the platform. Another guest booked a Paris apartment advertised as elegant but found it undergoing major refurbishment with exposed electrical wiring and safety concerns; when she refused to stay due to hazard risks, the host denied her refund request, and the platform offered only partial travel credits.
Booking.com stated it expects accommodation partners to address guest issues promptly and said it can advocate on guests’ behalf and work toward resolutions, including relocations and addressing repeated problems with properties. Consumer campaigners suggest travelers consider booking directly with providers rather than through aggregator sites, while exercising caution with private apartment rentals and avoiding bank transfer payments that cannot be reversed if issues arise.
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