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

From melted electric sockets to shabby alternatives, readers tell of dealings with platform when things go wrong

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.