Booking.com Customers Face Refund Battles Over Unclean Holiday Accommodations
Following a recent negative experience shared with online travel agent Booking.com, where a Mother's Day weekend was ruined by an unclean property leaving a customer £90 out of pocket, Daily Mail readers have come forward with similar distressing stories. While that particular case has been resolved with a refund, numerous other Booking.com customers report ongoing struggles to recover their money after checking into holiday lets they describe as unclean and misrepresented on the platform.
Security Breaches Compound Customer Frustrations
Earlier this week, the holiday booking giant made headlines after suffering a major security breach that led to customers' data being leaked to a third party. This incident, described as a fresh 'reservation hijacking' event, has added to growing concerns about the platform's reliability. Despite Booking.com's popularity and millions of satisfied users, the Daily Mail spoke with three customers this week who all report significant difficulties in securing refunds for substandard accommodations.
New Year in Dubai Ends in Financial Loss
One Booking.com customer, who wishes to remain anonymous, booked an apartment in Dubai for New Year's Eve with her sister, paying £1,300 for three nights. Upon arrival, they discovered the property was not as advertised, with dirty bedding and a flimsy, unsecured door handle. Initially, Booking.com appeared helpful and suggested a refund might be possible. However, after scrambling to find alternative accommodation at short notice, they were ultimately told no refund would be issued.
The property owner arrived with fresh bedding and offered to clean, prompting Booking.com to close the case. Unsatisfied with a quick clean and concerned about security due to the flimsy lock, the sisters, aged 34 and 35, spent £870 on a hotel room instead. With both Booking.com and the property owner refusing a refund, their attempt at a credit card chargeback failed, leaving them thousands of pounds out of pocket. Booking.com's response was a £243.35 voucher as a goodwill gesture.
Birthday Trip to Tenerife Spoiled by Filthy Apartment
Martina Andretta's surprise birthday trip to Tenerife, organized by her boyfriend in January, began disastrously when they entered the private apartment they had booked. Martina, 33, described the flat as immediately appearing dirty, badly kept, and awful. She even questioned if it was a joke due to the dire conditions. The listing photos showed a clean, well-furnished space, but the reality featured changed furniture, scuffed items, and dirt throughout, including in the kitchen and on bed sheets.
After finding alternative accommodation and alerting the host and Booking.com, Martina claims the owner became aggressive about their complaints. To date, they have only received £36 in travel credit and a partial refund of €220, still missing €180 for the first night and cleaning fees.
Madrid Stay in 42-Degree Heat Without Basic Amenities
Another anonymous customer booked accommodation in Madrid through Booking.com during a road trip in July 2025. Upon arrival with her husband and three children, they faced a 45-minute delay accessing the property. Once inside, they found it filthy, with no bed linen, bed covers, or toilet rolls, despite it being advertised as fully furnished. The property owner offered to bring linen the next day, but the family felt they had no choice but to leave, paying €550 for a new hotel plus taxi fares in 42-degree heat, on top of the €343 already spent on the rental.
Booking.com offered a €35 voucher, but the customer vows never to use the site again, advising others to book directly instead.
Booking.com's Response to Customer Complaints
A Booking.com spokesperson told the Daily Mail that the platform offers stays for every budget and encourages customers to check reviews and property scores before booking. They stated that accommodation partners are responsible for ensuring properties meet expectations and providing refunds if customers are dissatisfied. The spokesperson added that partners should address everyday issues like bed linen availability, which they understand happened in these cases when hosts were contacted, and customers can reach out to Booking.com for further assistance.
