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Marc Letanneur (CS Global)
9 jul 2026, 14:10 CEST
**Their reference:**
**Our reference:** 6769079270
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, we are able to advise the following:
According to our files, the customer contacted our Customer Service on 10 June 2025 via their account to report a fraudulent use of their wallet credit.
On 28 August 2025, the customer called our Customer Service in relation to a reservation and they requested updates on 9 September, 1 October, and 27 October 2025, and our Customer Service confirmed that the matter remained under investigation.
The customer disputed that their account had been compromised, attributed the issue to our system, and requested a refund, which was not granted.
Please rest assured that, at Booking.com, the security and Data protection of our Service Providers and customers is a top priority. Therefore, this case has been thoroughly investigated, but no evidence of a possible security breach was detected.
As stated in section A4.4 “Our Platform” of our Terms and Conditions, customers are responsible for keeping their passwords secure at all times:
4. To make a booking, you may need to create an Account. Please make sure all your info (including payment and contact details) is correct and up to date, or you might find you can’t access your Travel Experience(s). You’re responsible for anything that happens with your Account, so please don’t let anyone else use it, and please keep your username and password secret.
We must therefore advise the Customer to take the following actions:
Reset the password of their email account.
Avoid reusing passwords across accounts and enable the two-factor authentication for their Booking.com and email accounts.
Keep their antivirus and anti-phishing software up to date.
In this situation, We reject any liability but although we are under no obligation to do so, and in order to resolve this matter amicably we hereby would like to offer to settle this matter and refund the 40.13€ travel credit to the customer once they will have confirmed that they have taken the above precautionary measures.
Kind regards,
Marc L.
CS Legal Support Advisor
Booking.com Customer Service Center (Netherlands) B.V.
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