REEMBOLSO

Estimados/as señores/as:  Me pongo en contacto con ustedes porque tuve una muy mala experiencia con la reserva del apartamento Barrio Macarena-Gardenia. Llegué al apartamento y no estaba en condiciones de poder alojarse nadie debido a la suciedad y el mal olor a humedad que había dentro de la vivienda, por lo que tuve que buscar otro alojamiento más lejos y abonar de nuevo otra reserva más cara. He contactado con ustedes vía telefónica y me dicen que no me pueden devolver el dinero porque el alojamiento no lo permite, además me comentan que para escalar el tema a otro departamento debo comunicarme en inglés, y como no puedo hacerlo me dicen que no hay otra alternativa. El alojamiento me ha estado enviando mensajes a través de la aplicación de Booking diciendo que van a denegar la devolución del dinero todas las veces que sean necesarias así como mensajes en los cuales dicen que yo he amenazado y extorsionado al alojamiento cuando eso no es así. SOLICITO la devolución integra a mi cuenta bancaria del dinero del alojamiento  correspondiente a 147.63€ Sin otro particular, atentamente.

------------------------------------ Marc Letanneur (CS Global) 20 ago 2026, 15:05 CEST Your ref: 14430061 Our ref: 5505198902 Dear Fatima Villa Plana, 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 we have approached the Service Provider on your behalf. 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. 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, as a goodwill gesture (not admission of liability), our Customer Service had added 14.76€ to your Booking wallet as travel credit. 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 [6ZYZDY-DY56V]