Reembolso por Hotel no apto, problemas de higiene.

Saludos, Hicimos una reserva para el Hula Hula hotel en Krabi bangkok. Al llegar al hotel la habitación estaba en un estado insalubre. Mugre, olores, piso roto, cortinas sucias y sabanas con manchas. Llegamos a las 22 de la noche y al no tener donde ir nos quedamos con la promesa el alojamiento de darnos una mejor habitación. La “mejor habitación” estaba igual de sucia e inhabitable. Se supone es un hotel de 4 estrellas pero no creo que sea ni de 1. Entre el 23 al hotel y el 25 me fuí ya que la segunda habitación estaba también en condiciones de falta de higiene y el alojamiento no quiere reembolsar. Dice que booking es quien cobra y quien se tiene que hacer cargo y booking no da solución y dice que el hotel es quien decide. Hasta ahora mis 500€ estan en el aire, yo me he ido a otro hotel y he tenido que incurrir en mas gastos debido a esto. Necesito me hagan mi reembolso total o parcial de los 4 dias no use bajo la ley de protección del consumidor ya que no me han dado un alojamiento en las condiciones de higienes debidas.

------------------------------------ Marc L. (CS Global) 31 ago 2026, 13:58 CEST Your ref: 14701377 Our ref: 6773783800 Dear Manny Florenzan, 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 our Customer service department has already approached the Service Provider several times on your behalf, requested compensation and informed you that the property had offered relocation, a complimentary upgrade, goodwill items, and a conditional refund for the last three nights, while charging the first three nights and applying a 20% service charge to the remaining balance. In this case, we regret to inform you that despite our best efforts, the Service Provider rejected the claim and did not agree to offer any compensation. Additionally, our customer service team has already issued a goodwill gesture of 46.61 EUR as a sign of our dedication to customer satisfaction. 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. To the extent the claim is deemed valid, we will kindly refer you to the Service Provider. We trust that this addresses your concerns. Kind regards, Marc L. CS Legal Support Advisor Booking.com Customer Service Center (Netherlands) B.V. Copyright © 1996–2026Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [673YRX-ZK4YD]