Baja unilateral cuenta Booking

Asunto: Reclamación formal por cancelación injustificada de cuenta y perjuicios derivados Estimados señores/as de Booking.com: Me dirijo a ustedes para presentar una reclamación formal respecto a la cancelación de mi cuenta en su plataforma sin previo aviso, así como por la ausencia de soluciones eficaces a pesar de mis múltiples intentos de contacto desde el pasado 10 de septiembre. En primer lugar, mi cuenta fue cancelada de manera unilateral por parte de Booking.com, sin ningún tipo de notificación previa ni explicación. A consecuencia de ello, no he podido acceder a mi perfil, gestionar mis reservas, ni comprobar si las reservas con cancelación gratuita han sido realmente canceladas por ustedes. Esta situación me ha generado una enorme indefensión, especialmente al no poder verificar ni actuar sobre mis reservas. Ante la gravedad del problema, he intentado contactar en numerosas ocasiones con su servicio de atención al cliente. Sin embargo, las únicas vías disponibles me han obligado a realizar llamadas a un número de alto coste, las dos últimas llamadas por un total de 80€, sin haber recibido una solución. En ambos casos, tras largas esperas y después de explicar detalladamente la situación, la llamada fue cortada, obligándome a empezar el proceso desde cero. A todo ello se suma que desde el día 10 de septiembre he enviado numerosos correos electrónicos, de los cuales dispongo de comprobantes, sin haber obtenido respuesta ni solución por parte de Booking.com. Esta falta de atención y seguimiento ha prolongado una incidencia que debería haberse resuelto hace meses, generando un perjuicio económico, personal y de tiempo. Por todo lo expuesto, solicito de manera inmediata: 1. Confirmación por escrito de la situación actual de todas mis reservas, especialmente aquellas con cancelación gratuita, garantizando que no se me repercutirá ningún coste. 3. La devolución del importe correspondiente a las llamadas realizadas al servicio de atención al cliente, dado que el problema se ha generado por un fallo de su plataforma y la gestión recibida ha sido claramente deficiente. 4. Una respuesta formal y soluciones inmediatas para evitar que esta situación continúe generando perjuicios. Quedo a la espera de una solución en el menor plazo posible, dado que esta incidencia lleva ya varios meses sin ser atendida correctamente. Atentamente, Azucena Arnaiz Llorente

------------------------------------ Marc Letanneur (CS Global) 4 ago 2026, 13:17 CEST Your ref: Dear Azucena Arnaiz Llorente, Following a review of the above-referenced claim dated 02 December 2025, please be kindly informed as follows: INTRODUCTION On behalf of Booking.com B.V., the current response is submitted by a member of the Customer Service Legal Support Advisor Team of Booking.com Customer Service Center (Netherlands) B.V, a company incorporated under the laws of the Netherlands. This customer service company is an affiliated support company of Booking.com B.V., a private limited liability company, incorporated under the laws of the Netherlands and registered with the trade register of the Chamber of Commerce in Amsterdam under registration number 31047344. Booking.com VAT registration number is NL805734958B01 (Booking.com or “We”). Booking.com is part of Booking Holdings Inc. (NASDAQ: BKNG). Before addressing the claim (see paragraph 3), you will be presented with further background information in respect of Booking.com, and the affiliated support companies around the world. Definitions ‘Booking’ means the booking of a Travel Experience on our Platform, whether you pay for it now or later. ‘Travel Experience’ means one of the travel-related products or services on the Platform. ‘Service Provider’ means the provider of a travel-related product or service on the Platform, including but not limited to: the owner of a hotel or other property (for an 'accommodation' Booking), a museum or park (for an 'attraction' Booking), or a car rental company or airline (for a 'transport' Booking). ‘Platform’ means the website/app on which you can book Travel Experiences, whether owned or managed by Booking.com or by a third-party affiliate. ‘Upfront Payment’ means a payment that you make when you book a product or service (rather than when you actually use it). ABOUT BOOKING.COM B.V. Booking.com and the Booking 2.1.1. The Platform is operated by Booking.com. When you complete your Booking, you accept the customer terms of service (the Terms) and any other terms that you’re provided with during the booking process. 2.1.2. Through the Platform, Service Providers can offer their services to the visitors of the Platform and such visitors can discover, search, compare, and purchase the relevant service from the Service Provider. Information displayed about Service Providers (e.g. facilities, house rules and sustainability measures) and their Travel Experiences (e.g. prices, availability and cancellation policies) is based on what they provide to us. They are responsible for making sure it is accurate and up to date. (See B2.1-4 of the Terms) Platform and place of business Booking.com operates the Platform in and from within the Netherlands (with servers located in the Netherlands, United Kingdom and Germany). To the extent permitted by law, the Terms clearly state that its (Platform) services are governed by and construed in accordance with Dutch law; therefore, no laws other than Dutch law shall apply to Booking.com in respect of the Platform. The Terms (see A3) clearly state the following in respect of Booking.com operating the Platform, and the role and position of the affiliated group companies (collectively the Support Companies). A3. About Booking.com 1. When you book an accommodation, flight or attraction, Booking.com B.V. provides and is responsible for the Platform – but not the Travel Experience itself. 2. When you book a rental car, or private or public transport, Booking.com Transport Limited provides and is responsible for the Platform – but not the Travel Experience itself 3. We work with companies that provide local support services (e.g. Customer Support or account management). They don’t: control or manage our Platform have their own Platform have any legal or contractual relationship with you provide Travel Experiences represent us, enter into contracts or accept legal documents in our name operate as our ‘process or service agents’. Once the Booking was made, Booking.com automatically transmitted a confirmation of the details of the Booking to the Service Provider and to you (Confirmation). This Confirmation serves as evidence of the agreed terms of the contractual relationship between you and the Service Provider. From this point onwards, the Service Provider is (and remains) responsible for providing the Travel Experience booked in accordance with the terms accepted and agreed to by you. THE CLAIM Claim and understanding of the facts The email of Azucena Llorente Gutierrez Del Olmo claims the following: They demand written confirmation that all their reservations (especially free-cancellation ones) will incur no charges, plus a EUR 80 refund for call costs, because Booking.com allegedly cancelled their account without notice and failed to respond to repeated contact attempts(the Claim). STATEMENT OF EVENTS Following a review of the booking activity associated with your account, access to the account was restricted and the reservations that remained open were cancelled on 29 August 2025. On 4 October 2025, You submitted a request through our self-service tools asking for the account to be reinstated. After the matter was examined, the decision was taken to maintain the restriction on the account, and You were informed of this outcome by email on the same day. The account remained restricted at the point this claim was raised. CONCLUSION We understand how unsettling it is to lose access to an account and to be left uncertain about the status of existing bookings, and a decision of this kind is not one we take lightly. Because Booking.com B.V. owns and operates the Platform, including the accounts through which bookings are made, we are also responsible for protecting the integrity and security of that Platform for all of our customers and Service Providers. This responsibility is set out directly in Clause A18 of our Terms, which addresses the measures we may take: If you breach these Terms (including our values and our Content standards and guidelines) or fail to comply with applicable laws or regulations, we have the right to: stop you making any bookings, cancel any bookings you've already made, stop you using: our Platform, our Customer Service, your Account. If we cancel a booking as a result, you may not (depending on the circumstances) be entitled to a refund. We may tell you why we've cancelled your booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we have incorrectly cancelled your booking, please contact our Customer Service team. In your case, access to the account was restricted, and the open reservations were cancelled, following a review of the booking activity associated with it. As the clause makes clear, in these circumstances we are not always able to set out the detailed reasons behind such a decision, precisely because doing so could undermine the very measures that protect the Platform and its users. This is also why the account was not reinstated when the matter was reviewed again and the outcome was communicated to You. The standards that every account holder agrees to are described in Clause A5 of our Terms, under which You agree to: [...] comply with all applicable laws[;] cooperate with any anti-fraud/anti-money laundering checks we need to carry out[;] not use the Platform to cause a nuisance or make fake bookings[;] use the Travel Experience and/or Platform for their intended purpose[;] not cause any nuisance or damage, and not behave inappropriately to the Service Provider's personnel (or anyone else, for that matter). The restriction placed on the account reflects an assessment made in line with these standards and the protections described above, rather than any error or malfunction on the Platform. You have asked us to confirm the status of the reservations linked to the account, to guarantee that no cost will be charged in respect of those with free cancellation, and to refund 80 EUR said to have been spent on calls to Customer Service. We are, of course, able to review the position on any individual reservation and its applicable cancellation policy with You directly, and we would encourage You to contact our Customer Service if You think that You were charged incorrectly for bookings cancelled free of charge. Where reservations were cancelled as part of the account measures described above, however, that outcome followed from those measures and not from any fault on the part of the Platform. With regard to the 80 EUR referred to in connection with telephone calls, these are charges applied by your own telephone or network provider for calls You chose to make; they are not a charge raised by Booking.com, and we are not in a position to reimburse them. Furthermore, and even if You could not access your account anymore, You were still able to check every one of your bookings through your confirmation emails. Accordingly, as the restriction on the account and the related cancellations were applied in line with our Terms, and as the telephone costs were not charged by Booking.com, we must deny liability and reject the claim, including the amount claimed. I hope (and trust) that I have informed you sufficiently. Kind regards, Marc L. CS Legal Support Advisor Booking.com Customer Service Center (Netherlands) B.V. Copyright © 1996–2026Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [NM1L27-ER0MN]