Reclamación por alojamiento no verificado en la plataforma Booking.com

Yo, Moni Maiz Gutiérrez, expongo la siguiente reclamación ante Consumo: He realizado una reserva de alojamiento a través de la plataforma Booking.com (número de reserva: 4423957668, PIN: 4541) para unas vacaciones en Chiclana de la Frontera. Tras efectuar la reserva, y tras una investigación personal, he podido confirmar que el alojamiento no es real. A continuación detallo los hechos: Las imágenes del anuncio parecían generadas digitalmente o manipuladas. Al realizar una búsqueda por imagen, las mismas fotos aparecieron en la web Pool Villas, donde el alojamiento figura como no disponible para las fechas reservadas. Contacté con la persona que figura como anfitriona en Pool Villas, quien confirmó que no tiene relación alguna con Booking.com y que no ha publicado su propiedad allí. En Booking, el supuesto anfitrión figuraba como “Stephen”, quien me escribió directamente por WhatsApp, algo que considero inapropiado fuera de los canales oficiales. Verifiqué la referencia catastral correspondiente a la dirección real (número 5), y comprobé que no coincide con el número 9 que figura en el anuncio. La ubicación publicada, por tanto, no se corresponde con una propiedad válida. Tras comunicar esta situación a Booking, el anuncio fue eliminado y la reserva cancelada, pero fue el propio anfitrión quien la anuló, no la plataforma. Además, no he recibido ninguna ayuda ni solución por parte de Booking, a pesar de haber contactado por correo y teléfono. Debido a la falta de respuesta efectiva, llamé directamente al servicio de atención al cliente de Booking, donde estuve hablando durante una hora sin recibir ninguna solución. Solicité una reubicación, ya que mantengo mis planes vacacionales para esa semana, pero se me indicó que, como quedaban más de dos meses para la fecha de entrada y la cancelación la hizo el anfitrión, no podían ofrecerme alternativas. Adjunto a esta reclamación: Captura de la reserva en Booking. Captura del anuncio en Pool Villas donde aparece como reservado. Conversación con la verdadera anfitriona, que niega cualquier vínculo con Booking. Captura del mensaje recibido por WhatsApp del supuesto anfitrión. Verificación catastral de la dirección, que demuestra la inconsistencia. Solicito la intervención de Consumo para que se tomen las medidas correspondientes y se analice la responsabilidad de la plataforma Booking.com por permitir alojamientos no verificados, así como una compensación adecuada por el perjuicio causado. Atentamente, Moni Maiz Gutiérrez Email: monimaizgutierrez@gmail.com

------------------------------------ Dora G. (CS Global) 13 may 2025, 16:44 CEST Your reference: @@REF_ID@2c9376eac2bc75f42a@REF_ID@@ Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Further to your email dated 13 May 2025, please find attached our reply. I hope (and trust) that I have informed you sufficiently. Please respond to the current message (cs.relations.legal@booking.com) for future correspondence on this file. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX9610-6LYXM]

Hola, Tras recibir la respuesta de Booking.com, me gustaría insistir en lo siguiente para que continúen con la reclamación: 1. El apartamento reservado no era real. Las fotos eran falsas o generadas digitalmente, y tengo pruebas que lo demuestran. El alojamiento no respondió nunca, y aun así la reserva fue confirmada. 2. Booking.com indica que no puede hacer nada si no presento una factura de otro alojamiento, pero yo no llegué a hospedarme en ningún sitio, ya que me quedé sin alternativa en ese momento. Lo que solicito no es un reembolso, sino una reubicación en un alojamiento similar, sin coste adicional, como solución razonable. 3. Además, quiero manifestar una preocupación relacionada con la protección de mis datos personales: una persona desconocida obtuvo mi número de teléfono a través de la plataforma y me ha estado escribiendo desde distintos números. Esto resulta totalmente inadecuado y requiere revisión. Pido a Booking.com que actúe de manera responsable, me ofrezca una solución adecuada (relocation) y revise cómo se ha gestionado mi información personal. Gracias. Atentamente, Mónica Máiz Gutiérrez

------------------------------------ Dora G. (CS Global) 15 may 2025, 13:14 CEST Your reference: @@REF_ID@2c9376eac2bc75f42a@REF_ID@@ Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Further to your email dated 14 May 2025, please find attached our reply. I hope (and trust) that I have informed you sufficiently. Please respond to the current message (cs.relations.legal@booking.com) for future correspondence on this file. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX9610-6LYXM]

Dear Dora, Thank you for your response and for confirming that the fraudulent provider has been deactivated from your platform. As mentioned, I appreciate your offer to cover up to 1,000 EUR as a goodwill gesture. The total amount paid for the original reservation was 1,880 EUR, so our new effective budget for a replacement accommodation is 2,880 EUR. Unfortunately, after researching all possible alternatives in Sancti Petri, I must inform you that there are no similar properties available within that price range. The most affordable option in the area with comparable features (pool, close to the beach, quality level) was Villa La Marea, which costs 3,900 EUR. We have expanded the search to nearby areas in Cádiz, and the only viable alternative we found is Demarina Zahara, priced at 3,300 EUR. Although this exceeds the 2,880 EUR budget, it is the closest option available in terms of comfort, proximity to the sea, and amenities. Therefore, I kindly ask if you could cover the full difference from the original 1,880 EUR, allowing us to proceed with this new booking. We are ready to confirm and provide the invoice as soon as we receive your approval. Also, just to confirm, I understand that the refund will be issued directly to my bank account or the original payment method, and not as a credit or voucher. Please confirm this is correct, and let me know if you will need any additional information from me (e.g., bank details). Thank you again for your time and consideration. Kind regards, Moni Maiz Gutiérrez monimaizgutierrez@gmail.com Booking ID: 4423957668

Dear Dora, Thank you for your response and for confirming that the fraudulent provider has been deactivated from your platform. As mentioned, I appreciate your offer to cover up to 1,000 EUR as a goodwill gesture. The total amount paid for the original reservation was 1,880 EUR, so our new effective budget for a replacement accommodation is 2,880 EUR. Unfortunately, after researching all possible alternatives in Sancti Petri, I must inform you that there are no similar properties available within that price range. The most affordable option in the area with comparable features (pool, close to the beach, quality level) was Villa La Marea, which costs 3,900 EUR. We have expanded the search to nearby areas in Cádiz, and the only viable alternative we found is Demarina Zahara, priced at 3,300 EUR. Although this exceeds the 2,880 EUR budget, it is the closest option available in terms of comfort, proximity to the sea, and amenities. Therefore, I kindly ask if you could cover the full difference from the original 1,880 EUR, allowing us to proceed with this new booking. We are ready to confirm and provide the invoice as soon as we receive your approval. Also, just to confirm, I understand that the refund will be issued directly to my bank account or the original payment method, and not as a credit or voucher. Please confirm this is correct, and let me know if you will need any additional information from me (e.g., bank details). Thank you again for your time and consideration. Kind regards, Moni Maiz Gutiérrez monimaizgutierrez@gmail.com Booking ID: 4423957668 El jue, 15 may 2025 a las 13:14, CS Senior Relations ( cs.relations.emea@booking.com) escribió: ------------------------------------ Dora G. (CS Global) 15 may 2025, 13:14 CEST Your reference: @@REF_ID@2c9376eac2bc75f42a@REF_ID@@ Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Further to your email dated 14 May 2025, please find attached our reply. I hope (and trust) that I have informed you sufficiently. Please respond to the current message (cs.relations.legal@booking.com) for future correspondence on this file. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX9610-6LYXM]

Hola, He recibido vuestra respuesta con fecha 15 de mayo, donde se indica: “please find attached our reply”, pero no hay ningún archivo adjunto disponible ni en la plataforma ni en el correo que me ha llegado. Tampoco se ha incluido ningún documento descargable en la sección de “Documentos adjuntos”. ¿Podríais confirmar si faltaba algo o si ha habido un error en el envío? Gracias por adelantado, Moni Maiz Gutiérrez

Hola, Acabo de recibir la respuesta de Booking.com en relación con mi reclamación (ID de reserva: 4423957668), y he visto que en su mensaje indican: “please find attached our reply”, pero no aparece ningún documento adjunto en la plataforma de la OCU ni en el correo recibido. Además, aunque el mensaje tiene fecha de hoy (15 de mayo) a las 13:14, a mí me ha llegado a las 20:00, por lo que es posible que haya habido algún error en la transmisión o que se haya olvidado adjuntar el archivo mencionado. ¿Podríais confirmarme si faltaba algún documento en la respuesta de Booking o, en su caso, contactar con ellos para que lo envíen de nuevo? Gracias de antemano por vuestra ayuda, Moni Maiz Gutiérrez monimaizgutierrez@gmail.com Booking ID: 4423957668 El El jue, 15 may 2025 a las 14:19, Mónica Máiz Gutiérrez monimaizgutierrez@gmail.com escribió: Dear Dora, Thank you for your response and for confirming that the fraudulent provider has been deactivated from your platform. As mentioned, I appreciate your offer to cover up to 1,000 EUR as a goodwill gesture. The total amount paid for the original reservation was 1,880 EUR, so our new effective budget for a replacement accommodation is 2,880 EUR. Unfortunately, after researching all possible alternatives in Sancti Petri, I must inform you that there are no similar properties available within that price range. The most affordable option in the area with comparable features (pool, close to the beach, quality level) was Villa La Marea, which costs 3,900 EUR. We have expanded the search to nearby areas in Cádiz, and the only viable alternative we found is Demarina Zahara, priced at 3,300 EUR. Although this exceeds the 2,880 EUR budget, it is the closest option available in terms of comfort, proximity to the sea, and amenities. Therefore, I kindly ask if you could cover the full difference from the original 1,880 EUR, allowing us to proceed with this new booking. We are ready to confirm and provide the invoice as soon as we receive your approval. Also, just to confirm, I understand that the refund will be issued directly to my bank account or the original payment method, and not as a credit or voucher. Please confirm this is correct, and let me know if you will need any additional information from me (e.g., bank details). Thank you again for your time and consideration. Kind regards, Moni Maiz Gutiérrez monimaizgutierrez@gmail.com Booking ID: 4423957668

------------------------------------ Dora G. (CS Global) 16 may 2025, 9:34 CEST Your reference: @@REF_ID@2c9376eac2bc75f42a@REF_ID@@ Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Thanks for your response. I believe that OCU sent you the same document that you received on 15 May at 13:14, therefore you didn't miss any document. We would like to inform you that we exceptionally agree to refund the rate difference for the amount of 1500 EUR. Please be informed that the alternative accommodation needs to be booked for the same dates and same number of guests. We confirm that the refund will be processed to your bank account. By accepting this offer you confirm that no other claims apply and this matter is fully resolved. Please send the invoice of the alternative accommodation, after the check-out date, to cs.relations.emea@booking.com, indicating the reservation number in your email's subject. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX9610-6LYXM]

Dear Dora, Thank you for your message and for confirming the exceptional refund of 1,500 EUR. I confirm that I accept your proposal under the stated conditions. I am now proceeding with the reservation of Marina Zahara for the same dates and number of guests. Once the stay is completed, I will send the invoice to the indicated email address for the refund to be processed. Thank you again for your assistance. Kind regards, Moni Maiz Gutiérrez Booking ID: 4423957668

Dear Dora, Thank you again for your support. As agreed, I have now completed the reservation for the alternative accommodation Marina Zahara for the same dates and number of guests. Attached to this email you will find the booking confirmation and invoice for this new reservation, as required. Please confirm that everything is in order to proceed with the refund of 1,500 EUR, as exceptionally offered. Let me know if you need any additional information. Kind regards, Moni Maiz Gutiérrez monimaizgutierrez@gmail.com Booking ID: 4423957668 NEW BOOKING ID MARINA ZAHARA: 4450186567 El El vie, 16 may 2025 a las 9:34, CS Senior Relations cs.relations.emea@booking.com escribió: ------------------------------------ Dora G. (CS Global) 16 may 2025, 9:34 CEST Your reference: @@REF_ID@2c9376eac2bc75f42a@REF_ID@@ Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Thanks for your response. I believe that OCU sent you the same document that you received on 15 May at 13:14, therefore you didn't miss any document. We would like to inform you that we exceptionally agree to refund the rate difference for the amount of 1500 EUR. Please be informed that the alternative accommodation needs to be booked for the same dates and same number of guests. We confirm that the refund will be processed to your bank account. By accepting this offer you confirm that no other claims apply and this matter is fully resolved. Please send the invoice of the alternative accommodation, after the check-out date, to cs.relations.emea@booking.com, indicating the reservation number in your email's subject. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX9610-6LYXM]

------------------------------------ Dora G. (CS Global) 16 may 2025, 14:53 CEST Your reference: @@REF_ID@2c9376eac2bc75f42a@REF_ID@@ Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Thanks for providing us with the reservation confirmation, but as mentioned in my previous email we can only process a refund after the check-out date. Please contact us after the check-out in order for us to process the refund of the alternative accommodation. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX9610-6LYXM]

Hola, Quiero reabrir la reclamación porque todavía no me he ido de viaje y, según me han indicado, me devolverán el dinero después de la estancia. Por eso, la reclamación debe permanecer abierta hasta entonces. Gracias, Mónica Máiz

Hola, Quiero reabrir la reclamación porque todavía no me he ido de viaje y, según me han indicado, me devolverán el dinero después de la estancia. Por eso, la reclamación debe permanecer abierta hasta entonces (18-24 de agosto). Gracias, Mónica Máiz

Hola, Ya ha pasado la fecha de salida del alojamiento, por lo que quisiera solicitar el reembolso del alojamiento alternativo, tal y como se me indicó en los mensajes anteriores. Por favor, confirmadme si necesitáis algún dato adicional para completar el proceso. Muchas gracias por vuestra ayuda. Un saludo, Mónica Máiz Gutiérrez

Dear Dora, Now that the check-out date has passed, I would like to proceed with the refund for the alternative accommodation, as indicated in your previous messages. Please let me know if you need any additional information to complete the process. Thank you in advance for your help. Best regards, Mónica Máiz Gutiérrez El El vie, 16 may 2025 a las 14:53, CS Senior Relations cs.relations.emea@booking.com escribió: ------------------------------------ Dora G. (CS Global) 16 may 2025, 14:53 CEST Your reference: Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Thanks for providing us with the reservation confirmation, but as mentioned in my previous email we can only process a refund after the check-out date. Please contact us after the check-out in order for us to process the refund of the alternative accommodation. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [KX9610-6LYXM]

Hola, He recibido una respuesta por parte de Booking.com, pero únicamente me han reenviado el mismo mensaje que yo les envié previamente, sin añadir información ni proceder con el reembolso como habían indicado que harían una vez pasada la fecha de salida. ¿Podrían aclararme por qué no me han dado ninguna respuesta real ni han iniciado el reembolso? Gracias, Mónica Máiz Gutiérrez

------------------------------------ Dora G. (CS Global) 26 ago 2025, 14:57 CEST Your reference: Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Thanks for your email. We would like to inform you that as stated in our previous emails we would refund a price difference between the original accommodation and the alternative accommodation. Therefore, we would like to offer a refund of the rate difference incurred for the amount of 804 EUR (excluding the cleaning fee, since this was not charged on the original reservation). Please allow me to breakdown the amount below: Original booked was 1896 EUR Alternative accommodation was 2700 EUR (minus 60 EUR for cleaning fee) By accepting this offer you confirm that no other claims apply and this matter is fully resolved. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [N1D4VV-59G35]

Dear Dora, Thank you for your message and for confirming the refund of 804 EUR. Could you please let me know how long it usually takes for the refund to be processed and how it will be issued? Best regards, Mónica Máiz Gutiérrez El El mar, 26 ago 2025 a las 14:57, CS Senior Relations cs.relations.emea@booking.com escribió: ------------------------------------ Dora G. (CS Global) 26 ago 2025, 14:57 CEST Your reference: Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Thanks for your email. We would like to inform you that as stated in our previous emails we would refund a price difference between the original accommodation and the alternative accommodation. Therefore, we would like to offer a refund of the rate difference incurred for the amount of 804 EUR (excluding the cleaning fee, since this was not charged on the original reservation). Please allow me to breakdown the amount below: Original booked was 1896 EUR Alternative accommodation was 2700 EUR (minus 60 EUR for cleaning fee) By accepting this offer you confirm that no other claims apply and this matter is fully resolved. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [N1D4VV-59G35]

Dear Dora, Thank you for your message and for confirming the refund of 804 EUR. Could you please let me know how long it usually takes for the refund to be processed and how it will be issued? Best regards, Mónica Máiz Gutiérrez

------------------------------------ Dora G. (CS Global) 27 ago 2025, 11:47 CEST Your reference: Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Thanks for your response. We can process a refund by bank transfer (that can take 7-12 days to reflect in your account) or via your Booking.com wallet (that takes 3-5 days to reflect in your wallet) and you would be able to cash out the funds to your credit card. If you want to receive the refund by bank transfer, please provide us with the following information: IBAN Swift/BIC Code Name of the bank Name of the account holder City of the account holder Please let us know which payment method you prefer. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [N1D4VV-59G35]

Dear Dora, Thank you for your message. I would prefer to receive the refund by bank transfer. Please find my bank details below: IBAN: ES8915860001490934917011 SWIFT/BIC Code: TRBKESM2XXX Name of the bank: Trade Republic Name of the account holder: Mónica Máiz Gutiérrez City of the account holder: Madrid Please let me know once the process is underway or if you need anything else. Best regards, Mónica Máiz Gutiérrez El El mié, 27 ago 2025 a las 11:47, CS Senior Relations cs.relations.emea@booking.com escribió: ------------------------------------ Dora G. (CS Global) 27 ago 2025, 11:47 CEST Your reference: Our reference: 4423957668 Dear Mónica Máiz Gutiérrez, Thanks for your response. We can process a refund by bank transfer (that can take 7-12 days to reflect in your account) or via your Booking.com wallet (that takes 3-5 days to reflect in your wallet) and you would be able to cash out the funds to your credit card. If you want to receive the refund by bank transfer, please provide us with the following information: IBAN Swift/BIC Code Name of the bank Name of the account holder City of the account holder Please let us know which payment method you prefer. Kind regards, Dora G. CS Senior Relations Specialist Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [N1D4VV-59G35]

Hola, He enviado mis datos bancarios a Booking.com para que puedan tramitar el reembolso, tal y como indicaron. Por favor, solicito que me confirmen la recepción de la información y que me indiquen cuándo se realizará el pago. Quedo pendiente de su respuesta. Gracias, Mónica Máiz Gutiérrez

Dear Dora, I have sent my bank details to proceed with the refund as requested. Could you please confirm that you have received the information correctly and let me know when the payment will be processed? Thank you in advance. Best regards, Mónica Máiz Gutiérrez El El jue, 28 ago 2025 a las 19:58, Mónica Máiz Gutiérrez monimaizgutierrez@gmail.com escribió: Dear Dora, Thank you for your message. I would prefer to receive the refund by bank transfer. Please find my bank details below: IBAN: ES8915860001490934917011 SWIFT/BIC Code: TRBKESM2XXX Name of the bank: Trade Republic Name of the account holder: Mónica Máiz Gutiérrez City of the account holder: Madrid Please let me know once the process is underway or if you need anything else. Best regards, Mónica Máiz Gutiérrez