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The Guardian - UK
The Guardian - UK
Business
Shane Hickey

‘We didn’t feel safe’: Booking.com users face battle to get money back

Bookingcom Guardian Money Martyn James Airbnb Vrbo
Batumi's coastal cityscape with colorful buildings, modern towers, and a distinctive spire under dramatic sunset clouds
One family ‘were forced to find and pay for alternative accommodation for the remaining four nights at a further cost of £334’ during a trip to Batumi, Georgia. Photograph: Sergey Alimov/Getty

Jane Ripley* spent some time researching the best apartment to stay in for her family’s trip to Batumi in Georgia, eventually settling on one with an “exceptional” rating on Booking.com.

But when the Ripleys arrived at 11pm on the first day, they were directed to another property that was shabby and had stains on the furniture and ceiling.

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