------------------------------------
Robyn B. (CS Global)
12 oct 2026, 15:54 CEST
Dear Nimra Naeem,
Thank you for your complaint, submitted through the OCU Reclamar platform under case 14814367.
Firstly, please accept our sincere apologies for the unintended delay in coming back to you. We have looked at this carefully. Your complaint is dated 14 April 2026, and on that date you had not received your money back. Since then, you also raised a dispute over this payment with your bank or payment provider, and on 1 May 2026 that dispute was resolved in your favor.
That outcome means the amount you paid is being returned to you by your provider rather than by us. Once a dispute succeeds, the payment is reversed at the provider's end, and we are not able to issue a separate refund for the same transaction. Doing so would pay you twice for the same booking. For that reason we will not be processing a further refund, and the claim for the amount you paid is now considered resolved through that route.
If the funds have not yet reached your account, or if you would like the exact sum and the date it was credited, your bank or payment provider holds that record and can confirm it for you. We can see that the dispute was decided in your favor, but the release of the money sits with them.
On the 25 euros you queried: that was a goodwill gesture, approved separately on 15 April 2026 and never intended as the refund of your booking. It was not a partial settlement of the amount you paid, and we are sorry that this was not explained to you more clearly at the time.
We also want to acknowledge the position you were put in. We understand how disruptive it is to arrive at an accommodation and be turned away at check-in, and we have taken the circumstances up with the property directly. On the assurance you were given while you were there, we can see that your request for cancellation and a refund was escalated to the relevant team on the day of your arrival. That confirmed your request had been raised; it did not fix an outcome that still depended on the partner company's decision, and we regret any impression to the contrary.
If anything above does not match what your provider tells you, please reply here and we will look at it again.
Kind regards,
Robyn B.
CS Legal Support Advisor
Booking.comB.V.
Copyright © 1996–2026Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [R0GL3M-KG7G3]
