BOOKING.COM

There's an intruder in Linda Jones's apartment. She thinks she's entitled to a refund from Booking.com for the inconvenience. But you will never, ever, guess how this case resolves.

I have an intruder in my apartment! Do I deserve a refund?

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There’s an intruder in Linda Jones’s apartment. She thinks she’s entitled to a refund from Booking.com for the inconvenience. But you will never — not in a million years — guess how this case resolves.

Her problem is about more than travel safety and corporate intransigence. It’s about the power of a single word. In this case, it’s an email address.