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Marc Letanneur (CS Global)
27 jul 2026, 16:04 CEST
Your ref: 14838881
Our ref: 6577367970
Dear OCU,
Following a review of the above-referenced claim dated 20 April 2026, please be kindly informed as follows.
According to our records, this complaint concerns the accommodation booking at Central Room With Private Bathroom And Patio! in London, in relation to the reported lack of hot water, the refund of unused nights, the deduction of an 80 GBP cleaning fee, and the additional 20% compensation discussed with Customer Service.
Our records show that, after the stay was shortened from 06 April 2026 to 04 April 2026, a refund of 260 GBP was requested on 10 April 2026 and completed on 12 April 2026. In addition, on 20 April 2026 a separate compensation payout in the amount of 96.49 EUR was approved and created, and on 21 April 2026 our Finance team confirmed that this amount had been converted from travel credits into a cash credit as an exception.
Our records further show that, on 20 April 2026, the customer informed our Customer Service team that the issue relating to the night of 03 April 2026 and the cleaning charge had been agreed and could be considered closed, while the only remaining concern raised at that stage related to the transferability of the compensation amount. That transferability issue was subsequently handled through the Finance escalation referred to above.
In light of the above, Booking.com considers that the matters raised in this complaint were already addressed and resolved through the prior Customer Service handling. Accordingly, we do not identify any outstanding item requiring further action by Booking.com on the basis of the information currently available to us.
Kind regards,
Marc L.
CS Legal Support Advisor
Booking.com Customer Service Center (Netherlands) B.V.
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