“A dungeon that must have been some sort of abandoned medical facility as there was hospital beds and industrial equipment lying around the entrance” – that was what Scotland fan Rory Bradley found when he walked into the property in Germany that he had booked online for his trip to Euro 2024.
“We made our way into the property and were greeted by more industrial equipment, exposed chemicals, exposed cables and exposed pipes and to top it all off an axe that looked like something out of a murder film,” he wrote on X.
“The whole place had the vibes of a human trafficking horror film.”
Rory’s experience draws attention to the problems that can arise when you book accommodation through an online intermediary. The basic premise of these companies is that they simply provide a means for you to find and book somewhere to stay, take upwards of 15 per cent commission for their trouble, and then insist your contract is with the owner.
These are the key questions and answers.
What’s the problem?
Bare concrete floors, dangerous wiring and beds made out of cardboard – plus a random axe – sounds even less appealing than my house. The vast majority of travellers who book through accommodation websites will not experience anything untoward, and will enjoy a safe and pleasant stay. But unfortunately some people find to their dismay that the place they booked through an intermediary is dirty, dangerous or simply not as described.
The standard online middleman will insist you don’t have a contract with them – it’s with the property itself.
- Booking.com says: “When you make (or request) a booking, it’s directly with the service provider – we’re not a ‘contractual party’.”
- Hotels.com insists: “We provide our service to help you find information about travel services and to assist you in booking those travel services. It is provided to you for no other purpose.”
- Trivago warns: “Your interaction with any hotel provider and travel product provider accessed through our platform is at your own risk, and Trivago does not have any responsibility should anything go wrong with your booking.”
What does that mean in practice?
If you’ve got a problem that needs solving, the intermediary has no legal responsibility. Online sites have customer service help centres, but don’t pin your hopes on them. While they will try to…
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