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Marc Letanneur (CS Global)
14 ago 2026, 9:31 CEST
Your ref: 14164266
Our ref: 6487924670
Dear Patricia Alcaide,
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 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.
However, our Customer Service had offered you 32.37 EUR as a good will gesture (not admission of liability), and this amount has been linked to a Booking.com account. If you are unable to access it, please create or access your account using the email address registered on the booking.
For any further request on that matter and to the extent the claim is deemed valid, we will kindly refer you to the Service Provider.
Kind regards,
Marc L.
CS Legal Support Advisor
Booking.com Customer Service Center (Netherlands) B.V.
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