‘We didn’t feel safe’: Booking.com users face battle to get money back

Travelers who have faced issues with accommodation platforms like Booking.com are struggling to get their money back, according to a story from Guardian Money. Jane Ripley and two others shared their experiences of being forced to pay for alternative accommodation and receiving only minimal compensation.

Ripley stayed at an apartment in Batumi, Georgia, which had an "exceptional" rating on Booking.com. However, when they arrived, they were directed to a shabby property with stains on the furniture and ceiling. Despite making multiple complaints, they were only offered £36 in credits for the original booking and replacement accommodation. The property was subsequently removed from the site, but Ripley remains out of pocket.

Two other readers, John Taylor and Kate Worthing, also contacted Guardian Money with their stories. Taylor booked a hotel in Mongolia at an agreed price, but when he cancelled, he was not refunded despite the free cancellation policy. Worthing booked a Parisian apartment, only to find the building under refurbishment with electrical faults and a melted socket. When she tried to get a refund, the host refused, and Booking.com only offered £417 in travel credits.

These cases highlight a grey area in law, where booking.com and similar platforms state that the contract is between the guest and the host, rather than the platform itself. This means that getting compensation or refunds can be complex, as the platform is not considered a contractual party. Consumer campaigner Martyn James points out that this stance could expose these companies to legal risks, but courts have not yet ruled on the matter.

Experts advise travelers to book directly with the provider when possible, but to exercise caution, especially with private apartments or those asking for bank transfers. In the meantime, many holidaymakers are left out of pocket due to inadequate compensation processes.