Booking holiday accommodation online: What are your rights to refunds and compensation if it all goes wrong?

Sign up to Simon Calder’s free travel email for expert advice and money-saving discounts Get Simon Calder’s Travel email Get Simon Calder’s Travel email SIGN UP I would like to be emailed about offers, events and updates from The Independent. Read our privacy policy “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. “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. Booking.com says: “When you make 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. You shouldn’t be sending anyone here.” Astonishingly, the company simply sent repeated “you can’t have a refund” messages – even though I had stressed I wasn’t after my money back – and kept selling the place despite the safety warning.