> Wow that’s messy. How so? It sounds like a very reasonable policy -- the person responsible for making the mistake needs to rectify it. No one's out of poc

> Wow that’s messy. How so? It sounds like a very reasonable policy -- the person responsible for making the mistake needs to rectify it. No one's out of pocket -- the double booking was never going to make double revenue, after all. The time / inconvenience imposition is on the responsible party, who also likely has more service industry & local knowledge than the customer. This policy makes me feel more positively towards booking.com. As per TFA, AirBNB does that hand-wavey thing where they assert some problems are beyond their competence to solve -- the kinds of problems other sectors and organisations have already got policies and procedures in place to deal with.