ESTAFA CARGO RESERVA BOOKING

Tengo una reserva en un alojamiento en Londres a través de Booking para julio de 2025. Esta reserva ya la había confirmado y pagado, pero el pasado 28 de diciembre me llegó un correo a través de Booking mismo, con todos mis datos de reserva, fechas, nombre y apellidos, haciéndose pasar por el alojamiento y solicitando que yo introdujera mi tarjeta de crédito para poder re confirmar la reserva. Al llegar por la vía de mensajes habitual con Booking y el enlace era de Booking.com, accedí a hacerlo. Una vez terminado el proceso, en el que me retienen 199,99€ a través de mi banco, me aparece un error diciendo que no se ha podido completar el proceso de verificación de la tarjeta. Sin embargo, este importe ya se me había retenido en la tarjeta. Cuando veo que el importe no se me devuelve y que el emisor del cargo es WESTERN UNION, empiezo a pensar que se trata de una reserva. Por eso, escribo a Booking y a través del mismo hilo de correos que el correo fraudulento anterior, me confirman desde el alojamiento que Booking ha tenido un problema de seguridad en su plataforma, me dicen que no tengo que hacer ninguna otra acción para confirmar la reserva y que todo lo que ya estaba confirmado, sigue igual, por lo que me doy cuenta de que es una estafa. Llamo al banco y me cancelan todas las tarjetas pero me dicen que al haber hecho el pago voluntariamente, ellos no me devuelven el dinero. El responsable de devolverme el dinero es Booking dado que son ellos los que han sufrido un problema de seguridad y recibo el correo fraudulento a través de su correo de contacto de gestión de reservas. Adjunto la denuncia de comisaría, el certificado del cargo de 199,99€ del banco y todos los correos intercambiados con Booking, tanto el correo inicial fraudulento como el posterior correo de confirmación de que había un problema de seguridad. También adjunto varios intercambios de correo de atención al cliente con Booking en los que no me solucionan nada y me han dejado de responder por esa vía. Dado el problema de seguridad ya no estoy dispuesta a mandarles más información personal por correo y veo que van a intentar quitarse la responsabilidad de hacerme la devolución del dinero, por eso acudo a vosotros. Espero que podáis ayudarme. Muchas gracias

------------------------------------ Romario W. (CS Global) 30 may 2025, 17:49 CEST Your Ref: Our Ref: 4305.700.125 Dear OCU, Following a review of the above-referenced claim we are able to advise the following: At Booking.com we take safety and security very seriously. We note that at no point was there a vulnerability in the Booking.com system that allowed a fraudulent third party to obtain your personal information. The most likely cause of the exposure of your personal data is a phishing and/or malware attack directed at the Service Provider that You booked with. This attack succeeded in obtaining access to the Service Provider's account, which contained your booking details. Booking.com cannot always immediately detect when such a successful phishing or malware attack occurs, since it generally happens outside of Booking.com's systems. For this reason, Booking.com is not at fault for the exposure of your personal information and cannot be held liable for any immaterial damages You claim as a result of your experience. Please note that in certain circumstances, We’ll share your personal data with third parties. These third parties include the Service Provider You booked - in order to complete your Booking, We transfer relevant booking details to the Service Provider. The details We share can include your name, contact and payment details, the names of the people accompanying You and any other information or preferences You specified when You made your Booking. For completeness, Service Providers will further process your personal data outside of the control of Booking.com. Service Providers may also ask for additional personal data, for instance to provide additional services, or to comply with local restrictions. If available, please read the Statement of the Service Provider to understand how they process your personal data. Having said that, We stress that at Booking.com We undertake a significant amount of analysis to verify each and every Service Provider before they go live on our Platform. We also have dedicated teams that use high standard personalized technical tools to monitor, detect and block suspicious activities. As for practical advice, We recommend that customers carefully analyze the details of a Service Provider before booking with them, including payment policies. If a Service Provider asks for a payment that is not described in this policy, customers should not pay, but contact our team. For the reasons set out above, We fully and explicitly deny liability and disagree and reject the Claim and any claimed amount. Even though we are not liable, we are willing to assist you with a refund of the 200 EUR charge. However we ask that you provide us with a screenshot of our copy of your bank credit card statement showing the charge being deducted from your account. Please find the Customer terms of service HERE. I hope (and trust) that I have informed you sufficiently. If you have any further questions or comments regarding the above, please do not hesitate to contact us. Kind Regards, Romario W. 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 [K5EYX2-4ZWDV]