Art and design






Life and style








US news

World news

How can just cancel our apartment … and then refuse a refund? website.
Making an online booking was the easy part … but when it was cancelled with no refund the problems started. Photograph: Alamy Stock Photo

In October, I booked an apartment near New York through for travel in February, paying £441. Two days later the reservation was cancelled, with no further explanation.

Customer services told me it was a “technical issue”, and that we are not the only ones affected. I was advised to find an alternative and, rather shockingly, that it would not be refunding me the money we had paid, and that I would have to take it up with the bank and dispute the transaction.

I again queried this in December and was again told that the website was not legally obliged to offer an alternative, or a refund. I couldn’t believe it.

JS, Dublin

To facilitate a booking which is then cancelled, and to refuse to enact the refund, is extraordinary. We asked the Amsterdam-based to investigate and it has put your experience down to a “one-off” error.

It has refunded you the original payment and says it is supporting you in finding an alternative place to stay. We know that makes thousands of trouble-free reservations each day, but complaints about the service have shot up recently. The promise of a free cancellation option which later turns out not to exist, is the main one.

We welcome letters but cannot answer individually. Email us at or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions

This article titled "How can just cancel our apartment … and then refuse a refund?" was written by Miles Brignall, for on Sunday 14 January 2018 07.00am


Why was I humiliated by Waitrose self-scan check?

I have just been humiliated by Waitrose after self-scanning a big shop in my local branch, when I… Read more

Ryanair: passengers fight for expenses if flights are delayed

When Linda Fisher booked a three-day break in Berlin to visit her boyfriend last August, Ryanair… Read more

Should I use the help-to-buy scheme for a new-build home?

Q My wife and I have reserved a new-build property in Surrey costing £600,000. We are now… Read more

Want to sell your luxury London home? Then take £1m off

Owners of luxury London properties are having to knock more than £1m off their house prices to sell… Read more

Milton Keynes: UK capital of ‘right-to-buy-to-let’

The floor in Elina Apse’s house on the Netherfield council estate in Milton Keynes is so cold that… Read more

Boohoo says its ‘sale’ will end in minutes – why is it back in a couple of hours?

On Monday night I saw that the Boohoo fashion website was having a fantastic sale – “20% off… Read more

'Legalized loan sharking': payday loan customers recount their experiences

Mick Mulvaney, White House budget director and interim director of the Consumer Financial… Read more

Vet fees: beware of out-of-hours charges

I wanted to alert readers to what is becoming a serious issue for pet owners: if your pet suffers a… Read more

Where to move for wellbeing

I’d like to be well, wouldn’t you? Well, well-er. I’m OK. Midlife dampens expectations, and I’m… Read more

Dyson V8: why is the pricing an Absolute farce?

I wanted to buy a Dyson V8 Absolute vacuum cleaner, which appeared to drop in price around Black… Read more