We were forced to find and pay for alternative accommodation for the remaining four nights at a further cost of £334," she says. Ripley made a series of complaints, starting the day after they arrived at the property. She is one of a number of readers who have contacted Guardian Money with stories of trying to get their money back after booking with the travel platform. But if you book accommodation through Booking.com, the terms state that the contract is between you and the host. "When you make (or request) a booking, it's directly with the service provider – we're not a 'contractual party'," say the terms and conditions.