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🇦🇺 Australia onlyCan I get my accommodation money back?
Booking.com cancelled on you, or the place wasn’t what was advertised? Here’s what you can actually demand. Accommodation is a service, so the Australian Consumer Law applies to how it was provided, and a platform is responsible for its own conduct even when the property sets the cancellation policy.
This tool walks through what actually went wrong, then tells you whether the law points toward a refund, what depends on the cancellation terms you booked under, and where a chargeback through your bank is the faster path. It doesn’t compute an exact amount — it tells you which category you’re in and how to push.
Booking terms and platform policies change, so treat this as a map of your rights and the escalation path, not a substitute for reading the exact policy on your confirmation.
Only relevant if you cancelled and were charged. Check your confirmation.
Frequently asked questions
Booking.com says the property’s policy is final. Is that true?
The property’s cancellation policy governs a change-of-mind cancellation, and that part sits outside the Australian Consumer Law. But it is not the whole story: if the property or platform cancelled on you, the listing was materially misdescribed, or you were charged against the terms you booked under, those are separate issues where you have real rights, regardless of what the policy says.
Should I do a chargeback or complain first?
Often both, in parallel. A written complaint to the platform puts your claim on the record and most banks want to see you tried the merchant first. A chargeback is the faster path to your money where a charge breached the terms you booked under or was for a service not provided. Chargebacks are time-limited, so do not wait too long.
The room was nothing like the photos. What can I do?
A material misdescription can be both a failure of the service guarantees and misleading conduct about what you were sold. Screenshot the original listing before it changes, gather evidence of what you actually got, and ask for a refund or partial refund reflecting the difference. If refused, a chargeback and a complaint to the ACCC or your state fair trading body are your next steps.
Does this apply if I booked from outside Australia?
This tool is built on Australian Consumer Law, so it is most useful if you booked as an Australian consumer or the dispute has an Australian connection. If your booking is governed by another country’s law, the specific rights differ, but a chargeback through your own bank and a written complaint still generally apply wherever you are.
Do I have to accept a credit or voucher?
Not automatically. Where you paid for accommodation you did not receive, you can generally ask for a refund to your original payment method rather than a credit you have to re-spend with the same platform. A credit is the platform’s preferred outcome, not necessarily your only option.
What if the platform just stops responding?
Send one clear written request with a deadline so you have a record you tried, then escalate past them: a chargeback with your bank for the service not provided, and a complaint about the platform’s conduct to the ACCC or your state or territory fair trading body.
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screwtheman.com is not a law firm and does not provide legal advice. This tool gives general information on consumer rights and dispute pathways based on public guidance. For complex legal matters, consult a qualified lawyer or the relevant regulator.