BOOKING.COM estafa e incumplimiento de contrato

Me pongo en contacto con la Organización de Consumidores porque después de dos meses la agencia de viajes Booking.com no nos ha reembolsado el importe que nos debe. Consideramos que esto es una violación grave de la protección del consumidor, un incumplimiento de contrato, daños y perjuicios causados ​​precisamente por este incumplimiento de contrato. Reservamos un estudio con vistas al jardín en la isla de Siargao (Filipinas) del 13 al 19 de febrero. Cuando llegamos el hotel no podía acomodarnos. Había overbooking y lo único que nos pudieron ofrecer fue una habitación sin vistas y baño compartido con otros huéspedes que, evidentemente, nos negamos a aceptar. De aceptarla no había ningún tipo de compensación económica ni garantía de que nos pudiesen ofrecer algo mejor en los días restantes. Asimismo el hotel o Booking modificaron la reserva sin nuestro consentimiento enviándonos más tarde un correo que nos avisaba de que "la modificación de la habitación había sido completada con éxito'. La noche del día 13 dormimos en una habitación que no tenía nada que ver con la que habíamos reservado previamente. Al día siguiente, tras varias llamadas infructuosas a Booking (en las que admitían que 'estas cosas pasan muy a menudo'), no nos quedó más remedio que reservar otro hotel para los días restantes, lo que obviamente supuso un gasto extra. Booking nos cobró el importe total de la habitación 547 CAD (dólares canadienses). El hotel nos devolvió (ni siquiera la mitad de esa cantidad) 188 CAD, alegando que era la parte o el recorte recibido por la agencia de viajes y que le correspondía a Booking devolvernos el importe restante ya que se reparten las ganancias. Booking se niega a completar el reembolso total: 409 CAD y después de CUATRO meses no nos han dado ninguna solución para compensarnos de alguna forma ni devolvernos el dinero. Aluden a ser meramente intermediarios y tampoco han llegado a ningún acuerdo con el hotel que reservamos (anunciado en su plataforma y con el cual tienen negocios). Solicitamos la devolución de la parte restante que nos corresponde ya que no hubo disfrute por nuestra parte de ese servicio y Booking no es un mero intermediario. No sólo deberá responder la parte vinculada contractualmente, sino también todas las partes intervinientes en la prestación del servicio de que se trate que hayan realizado una actividad lucrativa a costa de dicha relación de consumo. Reembolso reclamado: 409 CAD/ 277,43 EUROS. Si la OCU precisa de documentos que confirmen estos hechos contamos con todos ellos. Espero que podáis ayudarnos con este asunto.

------------------------------------ Michail Z. (CS Global) 26 feb 2025, 16:08 CET Dear OCU, Your reference: @@REF_ID@5f7deebc5def35ee46@REF_ID@@ Our reference: N/A We are writing to inform you that we are currently reviewing the claim. To continue the evaluation and ensure a thorough and accurate resolution, we kindly request that the claimant provide the following: Confirmation number: PIN code: Customer name: Dates: Email: We would also like to inform that the files that are attached on the claim unfortunately cannot be opened. We kindly ask to resend them to us, so we can be able to review them. Thank you for your understanding and prompt attention to this matter. Sincerely, Michail Z. CS Senior Relations Specialist Booking.com Customer Service Center (Netherlands) B. V. Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [RM7ZGK-2XN93]

Dear Michail Z, I have sent already thousands of emails to the general email of Booking (Customer Service) providing that information. In response to that, I have received confusing messages from other customer service agents requesting the same information, until we end up in a vicious cycle where we repeat the same information over and over. As the files attached can be easily opened, we would rather solve this matter though OCU as the contact established with Booking was never successful. Booking.com refuses to provide a full refund of 409 CAD, and after four months, they have not offered any way to compensate us in any way or return our money. They claim to be merely intermediaries and have not reached any agreement with the hotel we booked (listed on their platform and with which they do business). We request a refund of the remaining amount owed to us, as we did not use that service, and Booking.com is not a mere intermediary. Not only should the contractually bound party be held liable, but also all parties involved in the provision of the service in question who have engaged in profit-making activity at the expense of said consumer relationship. Refund claimed: 409 CAD/277.43 EUROS. If the OCU (Spanish Consumer Protection Agency) needs documents confirming these facts, we have them all. I hope you can help us with this matter.

------------------------------------ Michail Z. (CS Global) 24 mar 2025, 16:31 CET Dear OCU, Your reference: @@REF_ID@5f7deebc5def35ee46@REF_ID@@ Our reference: N/A We have received the customer's response to our previous message sent on 26 February 2025. We understand the customer may have contacted our customer service support team about the case, however, as the relevant information we requested in our previous communication hasn't been provided, we are not able to locate the details of the booking the guest mentions and we cannot investigate the claim. Regretfully, the attached documents cannot be opened. In order for us to be able to review the case and assist, we kindly ask the below information to be provided: Confirmation number: PIN code: Customer name: Dates: Email: Unfortunately, without the above we are not able to investigate the claim and we will not be able to provide a response. Kind regards, Michail Z. CS Senior Relations Specialist Booking.com Customer Service Center (Netherlands) B. V. Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [RM7ZGK-2XN93]

Equipo de Booking: He enviado la información que me solicitais cientos de veces y nadie responde o si respondeis es con mensajes automáticos en los que uno entra en un círculo vicioso. Esta reclamación no está cerrada y exijo seriedad por parte de Booking, o al menos una persona responsable que se haga cargo de la reclamación. Es vergonzoso.

------------------------------------ Michail Z. (CS Global) 6 may 2025, 7:57 CEST Dear OCU, Your reference: @@REF_ID@5f7deebc5def35ee46@REF_ID@@ Our reference: N/A We understand the customer may have sent the booking details to our customer service support team before, however, as the relevant information cannot be found in the Claim and as the attachments sent by the customer cannot be open, we are not able to locate the booking in question. In order for us to be able to review the case and assist, we kindly ask the below information to be provided: Confirmation number: PIN code: Customer name: Dates: Email: Please note that without the above information we cannot investigate the case in order to provide a response and, until we receive it, we will consider the case closed. Kind regards, Michail Z. CS Senior Relations Specialist Booking.com Customer Service Center (Netherlands) B. V. Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX30G0-4JXEV]

No especificais a qué correo electrónico enviar esa información para que sea gestionada la reclamación. Es una reclamación que tiene que gestionar una persona en concreto y no varias pasándose la pelota. En un año los agentes de atención al cliente de Booking contestan de la misma manera alegando que necesitan esos datos. Una vez enviados, los agentes van cambiando por lo que siguen exigiendo la misma información una y otra vez mientras el cliente pierde su tiempo y termina por abandonar. BOOKING teneis ya todos los datos. Es bochornoso el trato y la gestión de las reclamaciones.

------------------------------------ Michail Z. (CS Global) 8 may 2025, 9:22 CEST Dear OCU, Your reference: @@REF_ID@5f7deebc5def35ee46@REF_ID@@ Our reference: N/A We would like to inform that the customer can provide to us the requested information by responding to this message. Regretfully, without receiving the requested information, as specified below, we are not able to investigate the claim. Confirmation number: PIN code: Customer name: Dates: Email: Please note that we will consider this case closed and will not be responding to any further correspondence related to this claim until we receive the requested information. We thank you for your understanding. Kind regards, Michail Z. CS Senior Relations Specialist Booking.com Customer Service Center (Netherlands) B. V. Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX30G0-4JXEV]

Through the website of Organisation of Consumers and Users (OCU), you asked for the necessary information to take the necessary steps to claim the amount or obtain the refund we are owed, since we had to change hotels and weren't even in the room we were assigned to (but rather one of a lower level) the first night, which we had booked through your website, Booking.com. I'm sharing the information you requested with you again. •Confirmation number: 4242328353 • PIN code: 8747 - Customer Name: Justin O'Keefe - • Check-in and check-out dates: February 13 - 19, according to the initial reservation. On the night of February 13th, we slept in a room that wasn't the one we had booked, but obviously we didn't have any other room. On February 14th, we checked out because the room we were staying in was already booked for those days. From February 14th onward, we stayed somewhere else. • Email address used to make the reservation: jdokeefe@ualberta.ca • Name and location of the accommodation: Dahun Villas Siargao - General Luna, Siargao - Philippines • Check-in and check-out dates: February 13 - 19, according to the initial reservation. On the night of February 13th, we slept in a room that wasn't the one we had booked, but obviously we didn't have any other room. On February 14th, we checked out because the room we were staying in was already booked for those days. From February 14th onward, we stayed somewhere else. The amount refunded by the hotel was 188 CAD. I was charged 597 CAD and taking into account taxes there’s still an amount of 309 CAD missing. It’s a significant amount that I had lost due to Booking and Dahun Villas mismanagement. We are not responsible because we paid and we booked my holidays through your service without getting the right service. We are still waiting compensation by Booking as when reservations meet force majeure conditions and clients cannot stay, they may make one of these requests: 1. Issue a voucher for a future stay for the same value as the original price paid by the guest. 2. Issue a full refund for the same value as the money missing by the customer. This claim is still open as I provided you with the right information. Regards, Marta Carrion