● Covered by 1 source · 1 reportLow impact1 negative
Booking.com users struggle to get refunds for substandard accommodation due to platform terms
Key points
- Booking.com users report issues getting refunds for unsatisfactory bookings.
- Platform terms state contracts are between user and host, not Booking.com.
- This differs from package holidays, which offer greater consumer protection.
- Similar terms are found on Airbnb and Vrbo, limiting platform liability.
User Refund Challenges
A Booking.com user, Jane Ripley, booked an apartment with an "exceptional" rating but was directed to a substandard property upon arrival. Despite complaints and the property's subsequent removal from the site, she was offered only £36 in credits after seeking a £570 refund for the original booking and alternative accommodation costs.
Platform Terms and Conditions
Booking.com's terms and conditions specify that the booking contract is directly between the user and the service provider, not Booking.com itself. The platform states, "we’re not a ‘contractual party’," which limits its liability for compensation when problems occur with accommodation.
This contractual structure is also present in the terms of other major accommodation platforms like Airbnb and Vrbo, which similarly state they are not parties to agreements between guests and travel providers.
Lack of Consumer Protection
Unlike package holidays, which are covered by regulations like the Package Travel and Linked Travel Arrangements Regulations 2018, direct accommodation bookings through platforms like Booking.com do not offer the same financial and legal protections. This means holidaymakers are often left out of pocket when issues arise, as the platforms can argue they are merely conduits and not responsible for the services provided.
✨ This summary was generated by AI from the outlets' reporting listed below. It is not independently verified and may contain errors — check the original sources. How BrevFeed works →
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Reporting from
Booking.com users are encountering difficulties obtaining refunds for problematic accommodation bookings, as the platform's terms and conditions state that the contract is directly between the user and the host, not Booking.com. This arrangement leaves consumers without the financial and legal protections available for package holidays, making it challenging to recover costs when issues arise.