Refus de remboursement

Bonjour nous avons réservé 2 appartements au centre de malaga,nous nous sommes présentés à 15h45 devant les appartements n’ayant aucun code d’accès pour rentrer dans les appartements,personne n’était sur place pour nous accueillir pour nous dire que faire ,nous avons essayé de contacter plusieurs fois le bureau en Espagne responsable des appartements mais sans personne ne nous as répondu alors nous avons contacté le service client de booking qui nous as promis des alternatives le temps de réglé la situation mais aucune alternative nous as été envoyé une autre personne du service client nous a promis qu’une personne allais venir à 20h devant les appartements encore un autre mensonge personne n’est venu ,nous sommes resté jusqu’à 3h du matin avec des enfants dans la rue devant les appartements,ensuite nous sommes allés chercher un hôtel à nos frais .Nous avons payé la totalité de la réservation 967€+la garantie de 900€ Et maintenant booking refuse de nous rembourser alors qu’une personne du service client nous as promis de faire le nécessaire pour nous rembourser,sous prétexte que nous étions pas présent sur les lieux alors que nous étions là de 15h45 jusqu’à 3h du matin ,nous avons plusieurs preuves d’email que nous leur avons envoyé pour les prévenir de notre présence mais rien n’a étais fait correctement .

------------------------------------ Masha Koshkarova (CS Global) 21 sept. 2025, 01:07 UTC+2 Dear Sir, Madam, Thank you for contacting us and please accept our apology for this delayed response, we appreciate your patience. We are aware of the customer's claim. Ms El Massaoidi has contacted us advising they could not check in. Our customer service has contacted the property management, while looking for possible alternative solutions for the customer. The property management has advised us that they consider the this reservation to be a no show. They have reminded us that they have certain rules, which are displayed on our website, within the property's page. These rules include a.o the following information: ==== Security Deposit • A deposit is mandatory and required to complete the reservation. • For bookings made more than 14 days in advance, payment must be made 14 days prior to arrival via bank transfer. • If your booking is made within 14 days of arrival, the deposit must be paid on the same day the reservation is made. • Bank transfer details: o IBAN: ES8700493727822114877924 o BIC/SWIFT: BSCHESMMXXX o Account holder: (see confirmation details) o Reference: Full name and reservation number – Deposit • The deposit is only considered paid once the funds are received in the account. Bank receipts are not accepted as proof of payment to avoid potential fraud or reversible transfers. • For same-day arrivals, the deposit must be paid via immediate bank transfer or cash deposit at an ATM. • Failure to complete this process will result in the automatic cancellation of the reservation without refund. Guest Identification • All guests must present a valid passport or national ID, as required by law. • This information will be submitted to the appropriate authorities as part of the mandatory check-in protocol. • No changes to the list of guests are allowed after the booking is confirmed. • Parties and celebrations are not allowed in this property. ==== The property management advised they did not receive the deposit payment in time and also did not get the necessary identification documents for mandatory registration with the National Police. For this reason check in was not possible. It is considered a no show. In case of a no show, the customer needs to pay a cancellation fee. However if the customer did pay the deposit and it has not been refunded, the customer may contact our customer service with the complete proof of payment (bank statement), our customer service then will be able to address this matter with the property management. If the customer disagrees with the property's decision, they may need to address this with the property management directly. Please note, that Booking.com does not have, claim or own any of the customer's funds. All payments are always received by the property management, even if they use our technical facilities to collect the payment. Kind regards, Copyright © 1996–2025Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [69RYN6-XKXGD]