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Cliff R. (CS Global)
28 oct 2026, 14:44 CET
Dear Eduardo Ramon Perez Cuquerella,
Thank you for your message, which reached us through the OCU Reclamar platform under case number 14918160. We have reviewed the complaint concerning The Vernia Apartments, and we would like to explain our position.
From the information provided, you are writing as a resident of the building in which the apartments are located, and not as a traveler who made a reservation through our Platform.
It may help to explain what our role is. Booking.com is an online platform on which independent Service Providers advertise their accommodation and travelers can make reservations with them directly. We do not own, operate, manage or staff any of the accommodations listed, and we have no presence at the properties themselves. The Service Provider alone is responsible for how the accommodation is run, for the conduct of its guests on site, and for ensuring that the property complies with all applicable local laws, licensing requirements and community or building rules.
For that reason, a complaint about the disturbance caused to the other residents of the building falls outside what we are able to investigate or resolve. We have no authority over the use of a private residential building, over noise and nuisance in your neighborhood, or over whether the apartments hold the permits required for tourist use. Regrettably, this means we are not in a position to assist you through this channel, and we will not be taking further action on the complaint.
So that your concerns reach a that can act on them, we would encourage you to raise the matter directly with the owner or manager of the apartments, and with the community of owners or the building administrator, who can address compliance with the building's internal rules. Where the disturbance continues, the competent authorities are better placed to intervene.
We are sorry that our answer cannot be more helpful on this occasion, and we hope the explanation of our role makes clear why the matter needs to be pursued with the parties above.
Kind regards,
Cliff R.
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CS Legal Support Advisor
Booking.com Customer Service Center (Netherlands) B.V.
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