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Marc Letanneur (CS Global)
19 ago 2026, 12:47 CEST
Your ref: 14380785
Our ref: 5129312873
Dear OCU,
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 we have approached the Service Provider on your behalf. In this case, and we informed you that despite our best efforts, the Service Provider rejected the claim and did not agree to offer any compensation.
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.
However, your booking had been canceled and the cancellation fees had been waived, the full refund of the reservation had been done on 06/02/2026 and was completed on 09/02/2026.
We trust that this addresses your concerns.
Kind regards,
Marc L.
CS Legal Support Advisor
Booking.com Customer Service Center (Netherlands) B.V.
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