------------------------------------
Timea. A. (CS Global)
7 ago 2025, 9:29 CEST
Your reference:
Número de caso12978519
Dear Madam/Sir,
firstly, please accept our sincere apologies for the unintended delay in coming back to you.
In response to the above-referenced claim, please be informed that the accommodation remains the contractual party of the customer.
Fulfilling their intermediary role, the Booking.com customer service team reached out to the accommodation and forwarded the complaint together with the refund request.
The accommodation responded on 25 April 2025 as follows:
--begin quote--
Dear Booking,
We have been reviewing the case deeply with the documentation we have so far.
We don't accept any refund for this reservation due to the following facts:
- Guest only contact us informing that they found one single cockroach, we requested a proof which never was sent.
- We instantly informed the guest we would be sending a cleaner to remove it, clean the apartment again and leave some traps for this.
- He only decided to leave without prior notification.
- Later, as you can see on reservation messages, he requested a refund.
- We had the reservation valid for the whole period, therefore we don't accept the refund.
Kind regards,
--end quote --
A commercial gesture of 25 EUR was provided. Such gesture is no admittance of liability.
Consequently we are unable to confirm a refund and recommend consulting the Customer terms of service for further background on the Platform role.
We hope and trust to have informed you sufficiently.
With kind regards,
Timea A.
CS Senior Relations Specialist
Booking.com Customer Service Center (Netherlands) B.V.
Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [1V7V76-YMR5D]
