FORMAL DEMAND - FULL REFUND – bed bug infestation, booking 4784.620.846

Dear Booking.com Customer Relations, I am requesting a full refund for booking 4784.620.846 at Chic apt near Acropolis - Avdi square (August 7–11, 2024). On August 8, 2024, I discovered bed bugs and immediately contacted the host and Booking.com via calls, platform messages, and email, providing photographic evidence of bites. Due to the health risk, I was forced to leave the accommodation on August 9 and secure alternative lodging at my own expense. Prior to my stay, the property already had multiple guest reviews mentioning bugs, including at least one review explicitly referencing bed bugs. These reviews were posted shortly before my arrival. Bed bug eradication requires extended professional treatment and monitoring and cannot be completed within a few days. The presence of these reviews demonstrates that the infestation was ongoing and unresolved at the time my booking was accepted. As a result, the accommodation was not fit for habitation from the outset, and the service provided did not conform to the contract. This entitles me to a full refund, including the nights already stayed. Despite reporting the issue immediately, Booking.com declined to intervene on the basis that the host was not cooperating, leaving me without assistance in a situation involving a clear health and hygiene hazard. I request written confirmation within 7 days that a full refund will be issued. Failing this, I will escalate the matter through public consumer channels and relevant consumer protection authorities. Sincerely, Jolisa Yamaguchi.

------------------------------------ Marc Letanneur (CS Global) 4 ago 2026, 14:40 CEST 4 August 2026 Your ref: 14032948 Our ref: 4784620846 Dear OCU, Firstly, please accept our sincere apologies for the unintended delay in coming back to you. 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 their 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 the Customer has a complaint, and our customer service team is aware of it, we may help them communicate with their 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 department has already approached the Service Provider on their behalf, requested compensation and informed them that the property offered compensation of 69.03 EUR, which they did not accept. It is important to note that as an intermediary between the Customer and the Service Provider, we cannot act on behalf of the Service Provider. While we empathize with their 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. However, as a goodwill gesture (not admission of liability), we have already refunded 51.03€ to the customer. To the extent this compensation is not to their satisfaction and the claim is considered valid, We kindly refer the Customer to the Service Provider. We trust that this addresses their 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 [NMNJ61-J5MV5]