COMISIONES INDEBIDAS

Realicé una reserva de un hotel en Inglaterra, el coste era: 148,63€ o 128,52 libras. En el momento de hacer el pago, seleccioné pago en libras (como muestra la foto) opción que la web proporciona y, pagué con la cuenta en libras de mi tarjeta revolut . Mi sorpresa fue mayúscula cuando recibo la factura de booking cargando una comisión de 3.20€ por el pago en euros (adjunto documento). Además, en mi tarjeta revolut de libras, hicieron un cargo de 148,63 euros, que convirtieron en libras a 131.66libras y sumaron su comisión de cambio por 1.32 libras. Total que el coste de la reserva fue 4.7€ más (1.32 libras(1.50€)+3.2€ ), por el "engaño" de la página. Es verdad que es poco dinero, pero opero con mucha frecuencia en esa web y este sobrecoste se multiplica, además, ¿cuánto gana la web engañando a los clientes?

------------------------------------ Marc Letanneur (CS Global) 3 ago 2026, 12:26 CEST Your ref: Our ref: 5623434254 Dear Patricia Rodrigo Gomez, Following a review of the above-referenced claim dated , 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 Patricia Rodrigo Gomez claims the following: A refund of the €4.70 currency-conversion surcharge and preventive measures, on the grounds that Booking.com charged in EUR (with a commission) despite the guest selecting GBP at payment(the Claim). STATEMENT OF EVENTS On 16 November 2025, You contacted our Customer Service to raise a concern about the currency in which Your Booking had been charged, explaining that You had intended to pay in pounds using Your Revolut account and expressing the view that being charged in euros, together with an additional charge, was not correct. Our Customer Service explained how the payment currency is determined and referred You to Your confirmation email, which set out the charge details and the currency applied. The following day, You raised the same concern again by telephone, reiterating that You considered the euro charge and the subsequent conversion to have resulted in a double charge. The Booking remained a non-refundable reservation for one night at Ethos Hotel - Oxford City, charged at the total amount confirmed at the time of booking. CONCLUSION Before addressing the substance of the claim, it is important to first outline how our role in this reservation is defined, as confirmed by Clause B2.1 of our Terms: When you make (or request) a booking, it's directly with the Service Provider – we're not a 'contractual party'. Booking.com B.V. owns and operates the Platform. We recognise how frustrating it is when a charge has been applied under circumstances You feel were outside your control, and we have looked carefully at how Your payment was processed. As this clause confirms, the accommodation contract is concluded directly between You and the Service Provider, while Booking.com provides the Platform through which the Booking and its payment were arranged. On the specific question of how the payment currency and any related charges are handled, Clause A8 of our Terms also confirms that: If your payment method is denominated in a currency different from the payment currency, your bank or payment method provider (or their payment services providers) may charge you additional fees. […] If you choose to use Pay In Your Own Currency, all fees and charges from us for use of the Pay In Your Own Currency service either (a) are included in the exchange rate or (b) appear as a separate line item (included in the total price displayed where applicable) during the checkout process. The exchange rate is determined when the total payment (or estimated total payment) is displayed during the checkout process. The payment for this Booking was taken in the currency selected at the time of booking, namely euros, and the associated conversion charge of 3.20 EUR was shown as a separate line item in the total price displayed and confirmed to You, together with the exchange rate applied. In line with this clause, that charge was disclosed before the Booking was completed, and the total You agreed to pay was the amount subsequently charged. The further conversion applied when the funds reached Your account arose because Your payment method was held in pounds while the payment was taken in euros; as the clause makes clear, such a fee is charged by Your bank or payment provider and is neither set nor retained by Booking.com. The Booking was a non-refundable, one-night reservation at Ethos Hotel - Oxford City for a total of 128.52 GBP in the property's own currency, paid on 16 November 2025. Having selected to pay in euros, You were charged a total of 148.63 EUR, which included the conversion charge disclosed at checkout, and the Service Provider received its full amount in its own currency, unaffected by the currency in which You chose to pay. The additional amount You describe reflects, on the one hand, the conversion charge that was disclosed and accepted at the time of booking and, on the other, a fee applied by Your own payment provider for converting between currencies, which falls outside Booking.com's control. In these circumstances, Booking.com applied the payment arrangement You selected and disclosed the associated charge in advance, and it is not in a position to reverse a fee levied by a third-party payment provider. Accordingly, as the payment was taken in the currency selected at the time of booking and the associated charge was disclosed in advance in line with our Terms, and as any further conversion fee was applied by Your payment provider and lies outside Booking.com's control, we must deny liability and reject the claim, including the refund of 4.70 EUR requested. However, as a goodwill gesture (not an admission of liability), we have decided to offer You 5 EUR, which were added on your Booking wallet. Credits can now be spent on selected property bookings, selected flight bookings, any car rental bookings, any attraction bookings, any taxi bookings paid in advance, and any insurance that you add to your trips through Booking.com. We do hope that it will alleviate your dissatisfaction and turn your customer experience with Booking.com into a more positive one. 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 [NWK4VM-1KKDN]