Problema con un reembolso

Estimados/as señores/as:  Me pongo en contacto con ustedes porque, tras una estancia llena de inconvenientes en un apartahotel contratado a través de su plataforma, la propiedad nos confirmó que reconocidos los perjuicios ocasionados, nos autorizan el reembolso del 50% del coste de nuestra estancia (716,10€). Como el proceso de pago lo hicimos en la plataforma de Booking.com, ellos no tienen la posibilidad de hacernos directamente dicho reembolso. Después de varios correos y llamadas telefónicas, de aportar toda la información que nos solicitaban, hemos recibido un email de vds. diciendo que no han logrado ponerse en contacto con la propiedad (!!) y, por lo tanto, nos compensan con un bono de USD175 para gastar en su plataforma. Al solicitar hablar con algún responsable, su agente de customer service me colgó el teléfono. SOLICITO nos devuelvan a la  mayor brevedad el importe de la reserva. También agradeceríamos una disculpa porque, al fin y al cabo, nosotros somos sus clientes. Sin otro particular, atentamente.

------------------------------------ Marc L. (CS Global) 31 ago 2026, 13:04 CEST Your ref: 15041356 Our ref: 6369834716 Dear Pilar Bringas, We write on behalf of Booking.com B.V. (Booking.com) in response to the above-referenced claim. Firstly, please accept our sincere apologies for the unintended delay in coming back to you. 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 your 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 you have a complaint, and our customer service team is aware of it, 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. From Booking.com's initial investigation of the claim and Booking.com's own records, it appears that Our customer service team has already issued a goodwill gesture of 150.68 EUR as a sign of our dedication to customer satisfaction. Additionally, You did not contact us during your stay and left the property without contacting us to assist you in finding a solution first. This made it difficult for us to negotiate with the Service Provider further. We would encourage you to contact us informing about any issues with the accommodation while you are still there, as this enables us to help you in a more effective way. It is important to note that as an intermediary between you and the Service Provider, we cannot act on behalf of the Service Provider. While we empathize with your 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. We understand that the Service Provider would have confirmed a compensation of 50% of the amount by email sent to you, but they never replied to our multiple messages asking them to provide us with necessary information (exact amount to be refunded and nameposition of the person authorizing it). To the extent the claim is deemed valid, we will kindly refer you to the Service Provider, who could still reach out to us in order to process the requested refund. We trust that this addresses your 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 [R0W04G-DRXXV]