Contratamos alojamiento de 4 dormitorios y solo tenía 1

Buenas!!! Voy a tratar de recapitular todo lo sucedido con mi reserva, hecha a través de BOOKING, para 9 personas (4 adultos y 5 niños) durante esta pasada Semana Santa en Sevilla (1-4abril 2026). Se trata concretamente de la reserva hecha con código de confirmación ‪5317273492‬ y pin 7058. APARTAMENTO CENTRO SANTA CATALINA 1°C, por cuya reserva nos cargaron el 24 de febrero un total de 1644€. La información reflejada en su portal, dejaba claro que el establecimiento contaba con un total de 4 dormitorios, 3 de ellos con dos camas cada uno y un cuarto dormitorio con dos sofa-camas. ADJUNTO PANTALLAZO DE DICHO DETALLE DEL PROPIO ANUNCIO ENGAÑOSO. Como ya indicado, eramos un grupo de 9 personas, 2 familias, con un total de 4 adultos y 5 niños, con ciertas necesidades de intimidad, y que en todo momemto dimos por hecho que el alojamiento contaba con 4 dormitorios, tal y como quedaba reflejado en la página de BOOKING. Nuestra sorpresa llega en el momento que llegamos, tras un largo viaje desde Canarias y nos encontramos con que el alojamiento consiste en una gran superficie única (solo los baños estaban separados por puertas) con estancias que se suceden una tras otra, separadas por cortinas o muebles. TENEMOS VIDEO QUE ASÍ LO EVIDENCIA, PERO QUE LA PLATAFORMA DE OCU NO PERMITE INCLUIR. SE TRATA, A TODAS LUCES, DE UN ANUNCIO ENGAÑOSO. NOS HAN ALQUILADO Y COBRADO POR UN ALOJAMIENTO CUYA DESCRIPCION, REFLEJADA EN BOOKING, ES FALSA, ESTO ES UN HECHO. Ante esta tesitura llamamos tanto a booking como al establecimiento. El establecimiento no nos da respuesta alguna. Booking nos dice (por teléfono) que busquemos alojamiento alternativo que ya se buscaría alguna solución en cuanto a esta reserva. Y así lo hicimos, a través de la propia página de booking, encontramos una alternativa que si era adecuada para el grupo. Todo ello, en medio de Sevilla, en plena Semana Santa, aterrizando desde Canarias, con 5 niños, sin apenas haber dormido. Desde ese momento, no hemos parado de insistir (tanto al establecimiento como a booking) para que se nos cancelase dicha reserva y liquidase el correspondiente reembolso. Lo máximo que hemos conseguido es que nos hagan un bono de 50€ lo cual entendemos es totalmente inapropiado. Como si todo esto no fuera suficiente, tras haber dejado este establecimiento, en un momento dado, tuvimos que volver, ya que habíamos perdido un medicamento de uno de los niños del grupo. Cual es nuestra sorpresa, cuando vemos que han cambiado el código del cajetín de la llave, en medio de nuestra reserva/estancia, cuando supuestamente el establecimiento no podía cancelarnos la reserva, ni por supuesto liquidarnos el reembolso correspondiente. EL ALOJAMIENTO SE VOLVIÓ A ALQUILAR, O COMO MÍNIMO A OCUPAR ESTANDO AÚN "VIVA" NUESTRA RESERVA... ELLO PODRÍA LLEGAR A CONSIDERARSE ALLANAMIENTO DE MORADA ADJUNTO FOTO INTRODUCIENDO EL CODIGO QUE NOS DIERON, EL CUAL YA NO ABRÍA EL CAJETÍN. CONTAMOS TAMBIÉN CON VIDEO QUE ASÍ LO ENSEÑA, PERO QUE NO PODEMOS SUBIR POR PLATAFORMA OCU (MUY PESADO). Por todo lo expuesto, entendemos que procede un reembolso de la reserva, sin entrar a valorar el trastarno que nos han ocasionado tanto en Sevilla como a lo largo de estas últimas 3 semanas. Es evidente que BOOKING intermediado en un alojamiento no ajustado a su descripcion, que ha resultado en una compra, no deseada, por nuestra parte. Así mismo, es un hecho, que el establecimiento, no habiendo dado por buena la cancelación, ha vuelto a ocupar el alojamiento impidiendo nuestro acceso al mismo. Les agradezco de antemano la atención prestada y quedo a la espera de su pronta respuesta. Sin otro particular, Esteban Araña Burdett

------------------------------------ Romario W. (CS Global) 15 oct 2026, 10:08 CEST Dear Esteban Araña Burdett, Thank you for your message regarding your reservation at Apartamento Centro Santa Catalina 1º C, received through the OCU Reclamar platform. We have reviewed your complaint together with the full record of your contacts with our Customer Service, and we set out our position below. On 1 April 2026, You contacted our Customer Service from the Accommodation to report that the unit did not correspond to the four separate bedrooms You had understood would be available, and a service complaint was registered the same day. Our Customer Service contacted the Service Provider on your behalf that day, and again on 10 and 17 April 2026, and invited You to submit supporting material, which You provided on 7 April 2026. Following review of that material, a payment of 51.90 EUR was processed on 7 April 2026 and invoiced to the Service Provider. You contacted our Customer Service on a number of further occasions to express the view that this amount did not reflect the circumstances, and to request reimbursement of the full price paid. No refund of the reservation was authorised by the Service Provider, and the booking remained subject to its non-refundable policy at the point this complaint was raised. In order to explain our position clearly, 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'. We fully understand how unsettling it is to arrive after a long journey from the Canary Islands with a large family group, including five children, and find that the layout of an Accommodation is not what You had pictured. The agreement for the stay itself, however, was concluded directly between You and the Service Provider, and Booking.com's role was to provide the Platform on which that offer was published and to support You in dealing with the Service Provider. On the specific question of how the unit was described, Clause B2.4 confirms that: Information 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. This is further addressed by Clause A4.1: We get information from Service Providers, and we can't guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we've failed to do so or have been negligent, we can't be held responsible for any errors, interruptions, or missing bits of information. Of course, we'll do everything we can to correct/fix them as soon as we become aware. Having examined the photographs You supplied, the sleeping capacity and the bed configuration available in the unit corresponded to what was published. What the Service Provider's own description did not make clear is that the sleeping areas are not separated by solid partitions, and we accept that this is information a guest would reasonably expect to find. That description is nonetheless the Service Provider's to compose and keep accurate, and it is on that basis that we have raised the point with it directly. As to the steps taken once You reported the matter, Clause A17.1 provides: 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. We can't guarantee that they will read anything from you or that they'll do what you ask. In itself, the fact that you contact them or they contact you doesn't mean you have any grounds for legal action. Our Customer Service put your report to the Service Provider repeatedly and pressed for a refund of the reservation on your behalf. The Service Provider did not authorise one, and Booking.com is not in a position to oblige it to do so or to release funds held by it. We should also address two further points You raised. Our records show that the unit remained reserved in your name and available to You for the whole of the booked period, and that no cancellation of the reservation was ever completed; You decided not to make use of it. Any question concerning access to the Accommodation during that period, including the operation of the key box, concerns the Service Provider directly, and we have relayed your account of it. On your request for official complaint forms, these are issued by the Service Provider or by the competent consumer authority in the region where the Accommodation is located, and are not documents Booking.com is able to provide. Having considered everything on file, and in recognition of your long-standing custom with us, we are prepared to make an exception in this case. As a goodwill gesture, and not an admission of liability, we will offer You 1643.50 EUR as travel credit in your Booking.com Wallet, which can be spent towards future bookings made through our Platform. As this is an exceptional offer made outside the applicable policy, it requires your acceptance before we can act on it. If You wish to accept, please confirm in reply to this message and we will arrange for the credit to be added to your Wallet. In view of that offer and the position of the Service Provider, Booking.com denies liability and rejects the claim for any further compensation. Should You hold any additional documentation You would like considered, or wish us to relay anything further to the Service Provider on your behalf, we remain available to assist. Kind regards, Romario W. 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 [KND372-76GGV]