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Reservamos un alojamiento en Lisboa del 25 al 27 de octubre Pedimos permiso para entrar al alojamiento a dejar las maletas y al entrar nos encontramos con qué la realidad del alojamiento era muy distinta de las fotos publicadas en la página de Booking, y no solo eso, sino que se trataba de un lugar insalubre, sucio… con humedades en las paredes, azulejos caídos, suciedad, con manchas incrustadas en colchones y almohadas... Un lugar que no está en condiciones de ser anunciado/alquilado como apartamento vacacional. Al ver esto, inmediatamente nos comunicamos con Booking y nos dijeron que no había problema, que buscáramos otro alojamiento. También se lo hicimos saber a los responsables del alojamiento que no lo íbamos a ocupar porque nos parecía que no era un espacio adecuado. Estuvimos en la calle hasta las 17:25 que conseguimos otro alojamiento. Después de varias comunicaciones con los responsables del alojamiento dejaron de contestarnos, hablamos con Booking en varias ocasiones y nos dijeron que no eran responsables de la habitación y que ellos no podían hacernos la devolución Solicitamosla mdevolución total del importe 261€

------------------------------------ Marc Letanneur (CS Global) 5 ago 2026, 13:02 CEST Your ref: Our ref: 6274549417 Dear Pedro Garcia Tejedor, We write on behalf of Booking.com B.V. (Booking.com) in response to the above-referenced claim. Following a review of the case, our understanding of the issue is a dissatisfaction with the Travel Experience provided by the Service Provider (the Accommodation). Please be informed that Booking.com acts solely as an intermediary and your claim should be directed against the Service Provider. While we aim for a seamless travel experience, we do not have direct control over the actions of the Service Provider. Although we take reasonable care and act with professional diligence in providing our platform, we will not verify if and cannot guarantee that all information, as provided by the Service Providers, is accurate or correct. We therefore cannot be held responsible for the accuracy or correctness of the information. Furthermore, the Service Provider bears full responsibility and liability for the conditions and quality of their property. For further information about the role of Booking.com, please refer to our Customer Terms of Service: s:u.booking.com/6JbxQN . When you have a complaint, and our customer service team is aware of it, we may help you communicate with your Service Provider, but that doesn't mean we're taking responsibility for the Travel Experience or anything the Service Provider does/doesn't do. From Booking.com's initial investigation of the claim and Booking.com's own records, it appears that our customer service team has already issued a goodwill gesture of 25 EUR as a sign of our dedication to customer satisfaction. It is important to note that as an intermediary between you and the Service Provider, we cannot act on behalf of the Service Provider. While we empathize with your experience and have done our best to address the situation, it is ultimately the responsibility of the Service Provider to manage and address these types of disputes. To the extent the claim is deemed valid, we will kindly refer you to the Service Provider. We trust that this addresses your concerns. 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 [12R3K4-212ZD]