Booking.com Not Liable for Dirty Villa, Israeli Court Rules

An Israeli vacationer who left a dirty villa in Greece after just ten minutes will not receive compensation from Booking.com, following a reversal of a lower court's decision by the Haifa District Court. The initial ruling by the Kiryat Small Claims Court had awarded Irit Ziv 5,300 shekels from Booking.com after she claimed the villa was infested with insects, ants, and spiders, lacked amenities like air conditioning remotes and internet, and was generally unclean.

Ziv had booked the villa through the Booking.com app on June 16, 2025, expecting a clean and well-equipped property. Upon arrival, she found the conditions unacceptable and immediately left with her family, incurring double the cost for alternative accommodation. Her attempts to get a refund from Booking.com were unsuccessful, leading her to file a lawsuit.

The Senior Registrar at the small claims court initially ruled in Ziv's favor, stating that Booking.com, as a platform, must provide accurate information and was responsible for the discrepancy between the advertised and actual conditions. Booking.com was ordered to pay Ziv 3,300 shekels for the booking and 2,000 shekels for distress and legal costs.

Booking.com appealed the decision, arguing that it acts solely as an intermediary, transferring payments directly to property owners and is not responsible for issues with the physical property. District Court Judge Idit Weinberger accepted the appeal, clarifying that while she did not doubt Ziv's account of the conditions, Booking.com is not a party to the contract between the guest and the property owner. The judge described Booking.com as a platform acting as a "kind of pipe or mediation model."

Judge Weinberger stated that even if Booking.com were considered a travel agent, such an agent is not liable for unforeseen issues beyond their control, such as cleaning standards or temporary internet malfunctions. She noted that Ziv had not given the property owner or Booking.com an opportunity to rectify the problems before leaving and had taken a "calculated risk." The judge also pointed out that Ziv's communication regarding the issues was primarily with Holidu, a German company managing the property, not Booking.com. The small claims court ruling was therefore canceled, and Ziv may have to return the money if it was already paid, with interest.