Multiple Booking.com customers say they were left out of pocket and forced into lengthy disputes after paying for accommodation that did not match its listing, including one family redirected to a shabby apartment with stained furniture upon arrival in Batumi, Georgia, and others reporting hazards such as melted electric sockets.
What went wrong for guests who booked through the platform?
Several travellers say the properties they were sent to differed sharply from what they had booked, despite high customer ratings on the site. One reader, whose family had booked an apartment rated as “exceptional” for a trip to Batumi, said that on arriving late at night they were instead directed to a different, run-down flat with visible stains on the furniture and ceiling. Other readers described unsafe conditions inside properties, including electrical fittings that had melted, raising concerns about basic safety standards at the accommodation arranged through the platform.
“We didn’t feel safe staying there,” one affected customer said.
Why are refunds proving difficult to obtain?
Guests say that once problems emerged, getting their money back involved drawn-out communication with Booking.com and, in some cases, the property owners directly, rather than a swift resolution. Readers described having to provide evidence, chase responses and wait extended periods before any refund was agreed, with some saying the process left them out of pocket for accommodation they were unable to use as booked.
What does this mean for travellers using booking platforms?
The accounts highlight a gap between the ratings and descriptions shown on booking platforms and the actual condition of properties guests encounter on arrival. For travellers, the cases underscore the importance of documenting problems immediately and understanding a platform’s refund process before relying solely on customer ratings when choosing accommodation.
