------------------------------------[s:secure.gravatar.com/avatar/c118bbf2909cb9f4c52d1fead36d0542?size=40anddefault=s%3A%2F%2Fassets.zendesk.com%2Fimages%2F2016%2Fdefault-avatar-80.pngandr=g]Masha Koshkarova (CS Senior Relations)Jan 16, 14:09 CETBooking.com reference: 3220477930 CPTES00796519-52Dear Sir Madam,You have advised us regarding the claim of Ms Valentina Reina. Please allow us to respond as follows:- Ms Reina has chosen a hotel which has the following house rules: check in from 14:00 till 00:00. These are the rules known in advance, prior to booking. These rules are set by the accommodation partner, not by Booking.com- Ms Reina made a booking under non refundable conditions. Shortly after making the reservation Ms Reina has advised she wished to check in at 1:00 AM. The property rejected this request as it is against their house rules. the property does not have not accept such request.- Please note also, that Ms Reina did not clarify her request also. Arriving at 1:00 AM on check in date of the guest - 11 January - would mean that the previous guests would have to move out in the middle the night and that half of the night was not paid for by Ms Reina. If she meant arrival on 12 January at 1 00 AM it is still not mandatory for the property to make exception in house rules.I regret to confirm, we cannot oblige the property to refund the customer unfortunately. We would recommend Ms Reina to check the rules of the property and the policy of the booking prior to making a reservation.Kind regards,[938DP8-VKE0]
