‘We didn’t feel safe’: Booking.com users face battle to get money back
Summary
Many people who book places to stay through websites like Booking.com, Airbnb, and Vrbo are having trouble getting refunds when their accommodations are not as promised. These websites say the contract is between the guest and the property owner, so the websites do not take responsibility for refunds or compensation.Key Facts
- Jane Ripley booked an apartment on Booking.com but was given a poor-quality property and had to pay extra for a different place.
- Booking.com’s terms say the booking contract is directly between the guest and the host, not the website.
- Similar rules apply for Airbnb and Vrbo, which say they are not part of the contract between guest and host.
- This means these platforms often do not have to help guests get refunds when problems happen.
- If you book a package deal, different laws apply that protect the traveler and require compensation.
- Travelers who had issues reported slow or no refund responses from hosts and Booking.com.
- Consumer experts say this legal area is unclear but courts may challenge company claims of no responsibility.
- Some travelers face extra charges, bad rental conditions, and difficulty getting their money back.
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