solicitud de reembolso

Por medio de la presente, formulo reclamación formal en relación con la estancia en el apartamento “Plaza Mayor by Forever Rentals”, correspondiente a la reserva n.º 6841721230, del 6 al 8 de febrero, por un importe total de 500 €. Desde el mismo momento de nuestra llegada el día 6 de febrero, el alojamiento carecía de agua caliente. El agua salía completamente fría en todo momento, imposibilitando su uso para la higiene personal durante la totalidad de la estancia. Comunicamos la incidencia al alojamiento en varias ocasiones: En la primera comunicación, se nos indicó que siguiéramos intentando utilizar el agua. En la segunda reclamación, se nos informó de que era necesario sacar y reparar la caldera. En una tercera comunicación, cuando ya habíamos abandonado el apartamento, se nos indicó que la caldera había perdido presión. Es evidente que el problema existía desde el inicio de la estancia y que no fue solucionado en ningún momento mientras nos encontrábamos en el alojamiento. Esta situación nos ocasionó un perjuicio grave. El sábado teníamos una reunión profesional con un cliente en Madrid y las tres huéspedes tuvimos que asistir sin poder ducharnos. Además, dos de nosotras nos encontrábamos en periodo menstrual, lo que agrava significativamente la falta de condiciones mínimas de higiene durante tres días completos. La ausencia de agua caliente constituye un incumplimiento esencial de las condiciones básicas de habitabilidad y de los servicios anunciados, afectando directamente a la calidad y finalidad del alojamiento contratado. Por todo lo anterior, solicitamos el reembolso íntegro del importe abonado (500 €), al no haberse prestado el servicio en condiciones mínimas exigibles.

------------------------------------ Marc Letanneur (CS Global) 20 ago 2026, 15:55 CEST Your ref: 14425700 Our ref: 6841721230 Dear Paula Perez, 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 team has already issued a goodwill gesture of 50 EUR as a sign of our dedication to customer satisfaction. Additionally, 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. 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 [6ZYPDX-6NN32]