Buenos días,
Booking se niega a compensarme por un error en el sistema de reservas que generó un gasto extra al tener que reservar otro apartamento semanas más tarde. Despues de varaias llamadas telefonicas al servicio de atención al cliente, me comunicaron que me darian un vale de 52 libras por la compensación. Más tarde al ver que no encontrabamos apartamentos que se ajustaban a nuestras necesidades me escribieron un email:
We hope this email finds you well.
Please accept our sincere apologies for the delay in response, the long hold time, and that the call was disconnected while we were checking your case with our management team.
We have been informed that the property can reinstate or rebook your reservation. As soon as the property confirms that they can proceed with reinstating the booking, we will inform you immediately.
In case the property confirms that they cannot reinstate the reservation, please rest assured that we will relocate you and find the best possible alternative for you. You don’t have to worry about any price difference , we will cover any additional costs on your behalf.
We truly appreciate your patience and understanding. We are closely following up with the property and will keep you updated as soon as we receive their confirmation.
Kind regards,
Booking.com Customer Service Team
Al de unos dias al no tener informacion sobre nuestra relocalización, volvi a llamar a atencion al cliente. La persona que me cogió el telefono (y la llamada está grabada) me confirmó que podia hacerme cargo yo de encontrar otra reserva fuera de Booking y que ellos se harian cargo del gasto extra. Insistió que solo tenia que enviarles la factura.
Asi que eso hize, encontré otro apartamento con AirBnB y al enviarles a factura (y no tener noticias durante semanas) me contestan que tal como dice el email ELLOS me tenian que reubicar. Que yo no seguí el proceso.
Dear XXX:
Thank you for contacting our customer service team.
I've checked the information my colleages sent to you and it clearly states "we will relocate you and find the best possible alternative for you. You don’t have to worry about any price difference , we will cover any additional costs on your behalf." Can you please inform me why you relocated yourself, instead of following the agent recomendation?
This procedure was not followed as adviced.
If you have any further questions or requests, please don't hesitate to contact us again. We'll be happy to assist you.
I hope you have a wonderful day.
Best regards.
Juan C.
Customer Service – Booking
