Dear Gill,

Last December I reserved a non-refundable apartment in New York – for six nights from July 25, to celebrate our daughter’s 21st birthday – through Booking.com. “Central Park Plaza” was a new listing and had been given four stars based on its location, size and facilities. The rental cost £1,573.

In April, I noticed that guest reviews were very poor. Customers turning up at the 160 West 84th Street address were sent to an apartment with bunk beds, in poor condition, and in a different location that bore no relation to the listing’s photographs. I reported the issues to Booking.com, which said it would take it up with the property’s owner.

I have since spent 20 hours trying to cancel what appears to be a fraudulent listing (the property is still on its website) only to be told that the owner is refusing a refund. Booking.com said it would support a chargeback claim. This was actioned by my bank but then refused by Booking.com.

I am a loyal customer of this company but now doubt its honesty and integrity. Can you help?

– Louisa Donohoe

Gill writes

Booking.com should not be advertising rental apartments in New York at all. Under the City’s “Short-term Rental Registration” law, which is now being tightly enforced by the Mayor’s Office, hosts cannot rent out an apartment or a home in a residential building to paying guests for fewer than 30 days, even if they own or live in the building. Short stays are only allowed if you share the apartment with the host, who must be present and it must be registered with the Mayor’s Office. Visitors can only stay in a registered hotel or aparthotel.

I asked Booking.com why it was allowing its site to be used for illegal lettings and why it had refused a refund. “While this property has hosted a number of guests, we are undertaking a review and have suspended bookings,” said a spokeswoman for the company, who also confirmed that it has cancelled your reservation and says you are refunded in full within two weeks.

Booking.com did not address the issue of allowing hosts to list short lets in private apartments on its platform. As well as New York, short lets are not allowed in Santa Monica County (LA) and Miami Beach in the US, as well as a growing number of European cities – notably Berlin, Barcelona, Madrid and Palma Majorca. So beware non-refundable apartment rental offers at suspiciously low prices (a New York apartment like this would normally have rented for twice the price) and, on a site like Airbnb, ask for proof of registration that the host has permission to let a room.

Your travel problems solved

Gill takes on a different case each week – so please send your problems to her for consideration at asktheexperts@telegraph.co.uk. Please give your full name and, if your dispute is with a travel company, your address, telephone number and any booking reference. Gill can’t answer every question, but she will help where she can and all emails are acknowledged.