problema con el reembolso

Estimados/as señores/as:  Me pongo en contacto con ustedes porque el pasado dia 31/12/2025 tenia una reserva de un apartamento con número de confirmación:6285572737 Código PIN:2352 y precio de 188,48€ . Como ustedes ya saben el apartamento me anulo a reserva una vez iniciado el viaje y booking no me realojo en ningun momento, me tuve que buscar un apartamento a ultima hora con lo que el precio era mas caro, 332€ y el apartamento mas pequeño que el que tenia reservado anteriormente con lo que al ser tres viajeros era un poco incomodo. Ustedes me han devuelto el 188,48€ + 56,54€=245,02€ SOLICITO   Que me devuelvan el importe integro los 332€ mas 2000€ por los daños morales ya que el apartamento era mas pequeño que el que tenia reservado y nos tuvimos que volver un día antes por que no estabamos agusto. Era un viaje para pasar fin de año en familia y se convirtió en un caos desde el principio y booking solo te dice que te busques la vida. Sin otro particular, atentamente. Recuerda no incluir ningún dato personal o sensible, ni tuyo ni de un tercero, como puede ser nombre, apellidos, DNI, número de teléfono, dirección postal, cuenta y tarjeta bancaria, email…

------------------------------------ Marc Letanneur (CS Global) 18 ago 2026, 12:21 CEST Your ref: 14258218 Our ref: 6285572737 Dear OCU, Firstly, please accept our sincere apologies for the unintended delay in coming back to you. Following a review of the above-referenced claim, please find attached our reply. 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 [NW7MN0-M4K25]

No acepto lo que se me da, yo ya pagué el dinero y quiero que se me reembolse en efectivo no lo quiero en la cartera de booking. Además quiero la compensación por los daños morales que se me ocasionaron ya que en su momento no me dieron solución

Al gestionar la reubicación, se me ha asignado la diferencia de precio en el saldo de mi cartera de Booking.com (Booking Wallet). Les comunico formalmente que no acepto este saldo virtual. La cancelación ha sido un incumplimiento de contrato ajeno a mí, y he tenido que desembolsar dinero real de mi cuenta bancaria para pagar el nuevo alojamiento.Al amparo de las normativas de protección al consumidor, exijo que la diferencia económica sea reembolsada directamente a mi método de pago original y los daños que en su momento se ocasionaron . No deseo créditos cautivos con fecha de caducidad . Quedo a la espera de la confirmación de la transferencia a mi tarjeta.Un saludo

------------------------------------ Marc L. (CS Global) 1 oct 2026, 8:11 CEST Your ref: 14258218 Our ref: 6285572737 Dear OCU, Following a review of the above-referenced claim and the reply from JOSE COLLADO SANZ, please find hereby our final decision and a copy of our initial reply. We have reviewed your further correspondence, and the position set out in our reply of 18 August 2026 remains unchanged. Before addressing the substance of your request, it may help to outline how our role in this reservation is defined. Clause B2.1 of our Terms confirms that: When you make (or request) a booking, it's directly with the Service Provider – we're not a 'contractual party'.We fully understand how disruptive it is to learn, once your trip had already begun, that the accommodation You had booked and paid for could no longer host You, particularly over the New Year period and with three travelers to accommodate. At the same time, the agreement for the stay was concluded directly between You and the Service Provider, and it was the Service Provider who was unable to honor it. Booking.com provides the Platform on which that Booking was made, together with support when something goes wrong. This is further supported by Clause A17.1, which addresses the limits of the assistance We can provide: We may help you communicate with your Service Provider, but that doesn't mean we're taking responsibility for the Travel Experience or anything the Service Provider does/doesn't do. We can't guarantee that they will read anything from you or that they'll do what you ask. In itself, the fact that you contact them or they contact you doesn't mean you have any grounds for legal action. If you need help, please contact us via our Help Centre.When You informed our Customer Service on 31 December 2025 that the Service Provider could not accommodate You, our Customer Service contacted the Service Provider the same day and confirmed what support would be available towards an alternative stay. That assistance did not transfer the Service Provider's obligations to Booking.com. Turning to the amounts, the full price You paid for the original Booking, 188.48 EUR, was refunded to You on 2 January 2026. The coverage confirmed to You during the relocation process, 56.54 EUR, was made available as cash credit on 5 January 2026 and withdrawn by You the same day. As a goodwill gesture (not an admission of liability), We offered You a further 86.72 EUR on 18 August 2026, which was added to your Booking Wallet as travel credit and can be used towards a future booking. Taken together, these amounts come to 331.74 EUR, which corresponds to the full price of the alternative apartment You arranged. The entire cost of the replacement accommodation has therefore been covered; the amount confirmed to You during the relocation process was paid in a cashable form, exactly as described to You at the time, and the additional goodwill amount was offered as travel credit, which We are not in a position to convert into a cash payment. As to the further 2,000 EUR claimed for moral damages, Clause A19.5 provides: To the extent permitted by law, the most that we (or any Service Provider) will be liable for (whether for one event or a series of connected events) is your reasonably foreseeable losses or damages in connection to your Booking(s).The matters You describe, namely the smaller size of the apartment You selected yourself and your decision to shorten your trip, fall outside what this clause covers, and in any event they follow from the Service Provider's inability to host You rather than from anything done by Booking.com. On the information available, We do not consider Booking.com responsible for those consequences. Accordingly, as the full cost of the replacement accommodation has already been covered and the goodwill gesture was provided in addition to the refund You were entitled to, Booking.com denies liability and rejects the claim for any further compensation, including the amount claimed for moral damages. We would refer You to our reply of 18 August 2026, which sets out our position in full. Should You wish to pursue any further compensation, this would need to be directed to the Service Provider. Kind regards, Marc L. CS Legal Support Advisor Booking.com Customer Service Center (Netherlands) B.V. 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 [1PZ9XX-NY4VE]

Sigo sin estar de acuerdo. No es verdad que booking me realojo sino que me dijo que el alojamiento quedaba anulado y que tenía que reservar yo otro alojamiento por booking para que la devolución del dinero de la diferencia fuese efectiva. Tampoco entiendo porque se devuelve el dinero en cartera de booking cuando yo me niego a volver a usar la plataforma ya que para mí es nefasta . Si yo hubiera elegido pagar con la cartera de booking lo entendería pero yo pagué con mi tarjeta. Según la ley las devoluciones tienen que ser de la misma forma de pago Así que con lo anterior que detallo solicito la devolución total de los gastos en mi forma de pago original

------------------------------------ María C. (CS Global) 7 oct 2026, 11:37 CEST This ticket now includes merged content from 4232873. Last comment in ticket 4232873: ZjQcmQRYFpfptBannerStart This Message Is From an External Sender This message came from outside your organization. ZjQcmQRYFpfptBannerEnd Nuevo mensaje de JOSE C

------------------------------------ Marc L. (CS Global) 8 oct 2026, 7:18 CEST Your ref: 14258218 Our ref: 6285572737 Dear OCU, Following a new review of the above-referenced claim and the reiterated request from JOSE COLLADO SANZ, please find hereby our last and final decision. We have reviewed your further correspondence, and the position set out in our reply of 18 August 2026, and reiterated on 01 October 2026, remain unchanged and final. During the relocation process, You had been informed twice that We would cover up to 56.54€ for the price difference with the alternative accommodation, and We hold on to our offer by giving You this amount on 05 January 2026, as cash credit. As an additional goodwill gesture, We had decided to give You a further compensation of 86.72€, as travel credit, to reach the full price difference. As this last amount had never been mentioned during the relocation process, it was a pure commercial gesture from our side and will not be converted to cash credit. We would kindly remind You that this amount is available for a period of 3 years, so until the 17 August 2029 in this case. Credits can now be spent on selected property bookings, selected flight bookings, any car rental bookings, any attraction bookings, any taxi bookings paid in advance, and any insurance that you add to your trips through Booking.com. Accordingly, as the full cost of the replacement accommodation has already been covered and the goodwill gesture was provided in addition to the refund You were entitled to, Booking.com denies liability and rejects the claim for any further compensation, including the amount claimed for moral damages. Should You wish to pursue any further compensation, this would need to be directed to the Service Provider. Kind regards, Marc L. 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 [1PZ9XX-NY4VE]