{
  "id": 19075,
  "title": "‘We didn’t feel safe’: Booking.com users face battle to get money back",
  "url": "https://urgent.news/2026/08/01/we-didnt-feel-safe-booking-com-users-face-battle-to-get-money-back",
  "topic": "health",
  "section": "Health & Medicine",
  "published": "2026-08-01T09:00:49.000Z",
  "source": {
    "name": "Guardian Technology",
    "slug": "guardian-technology",
    "url": "https://www.theguardian.com/money/2026/aug/01/bookingcom-money-back-refund"
  },
  "original_language": "en",
  "account": "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.\n\nRipley 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.\n\nTwo 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.\n\nThese 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.\n\nExperts 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.",
  "summary": "From melted electric sockets to shabby alternatives, readers tell of dealings with platform when things go wrong Jane Ripley* spent some time researching the best apartment to stay in for her family’s trip to Batumi in Georgia, eventually settling on one with an “exceptional” rating on Booking.com. But when the Ripleys arrived at 11pm on the first day, they were directed to another property that…",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}