Trying to get a refund from Booking.com - Holidays in Catral - Catral forum - Costa Blanca forum in the Alicante province of Spain
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Trying to get a refund from Booking.com

Posted: Mon Jun 29, 2020 4:57pm
9 replies132 views6 members subscribed
SylviaJohn

Posts: 3

1 helpful points

Location: Catral

Joined: 3 Jun 2020

Hi everyone

I booked a apartment in Barcelona in March for one week but when we arrived there the apartment was very dirty and the 'Host' was not helpful when I asked if he could get a cleaner in - he said he would have to find one !

So, we did not stay at the apartment - also, the virus had started. The apartment was booked for 11th - 17th March. 

I have sent Booking.com many messages. They ask for details and then they do not reply ! 

Went to our bank as we had paid with a Spanish bank Credit Card but the bank told us we must go to the Police which we did Police said they cannot help as its a consumer problem. 

We have been directed to all sorts of places but have not managed to get a full refund and getting very frustrated. 

Can anyone please advise ?   

Ramalamadingdong

Posted: Mon Jun 29, 2020 5:34pm

Posts: 22

2 helpful points

Location: La Murada

Joined: 15 Jun 2020

Posted: Mon Jun 29, 2020 5:34pm

The contract is with the property owner. Booking.com as with all the others is just a website platform. Not sure what CORVID 19 has to do with a dirty property that you were not denied occupancy to?

Did you have a rental contract stating your rights of cancellation and owner refund responsibilities?

Clearly your bank has fobbed you off. Try asking your bank for a charge back on the grounds of not fit for purpose, but do you have clear photographic or video evidence?


Movingon

Posted: Mon Jun 29, 2020 7:59pm

Movingon

Super helpful member

Posts: 1717

1348 helpful points

Location: Albatera

Joined: 7 Feb 2018

Posted: Mon Jun 29, 2020 7:59pm

Do purchases with Spanish credit cards offer the same protections as a UK card would? 

Often wondered. 

Ramalamadingdong

Posted: Mon Jun 29, 2020 9:07pm

Posts: 22

2 helpful points

Location: La Murada

Joined: 15 Jun 2020

Posted: Mon Jun 29, 2020 9:07pm

Movingon wrote on Mon Jun 29, 2020 7:59pm:

Do purchases with Spanish credit cards offer the same protections as a UK card would? 

Often wondered. 

In terms of chargeback, EU-law only covers credit card chargeback. Purchases where debit cards are used are not covered by EU-law but can be covered by national law.

Adofeegs

Posted: Tue Jun 30, 2020 8:26am

Adofeegs

Helpful member

Posts: 72

60 helpful points

Location: Playa Flamenca

Joined: 6 Apr 2017

Posted: Tue Jun 30, 2020 8:26am

Ramalamadingdong wrote on Mon Jun 29, 2020 9:07pm:

In terms of chargeback, EU-law only covers credit card chargeback. Purchases where debit cards are used are not covered by EU-law but can be covered by national law.

Bankia have a Visa chargeback system in place for debit and credit cards. There is a cut off period. From memory think it is 120 days.

SylviaJohn

Posted: Tue Jun 30, 2020 12:35pm

SylviaJohn

Original Poster

Posts: 3

1 helpful points

Location: Catral

Joined: 3 Jun 2020

Posted: Tue Jun 30, 2020 12:35pm

Adofeegs wrote on Tue Jun 30, 2020 8:26am:

Bankia have a Visa chargeback system in place for debit and credit cards. There is a cut off period. From memory think it is 120 days.

We have been several times to Bankia in Catral - they tell us the Debit and Credit card are the same !!!

Told us to go to the Police station... we're so tired of getting the run around. As for Booking.com who have taken the money we will never use them again.

Off to Bankia in Catral again now.  Thank you everyone for the advice.

Adofeegs

Posted: Tue Jun 30, 2020 12:58pm

Adofeegs

Helpful member

Posts: 72

60 helpful points

Location: Playa Flamenca

Joined: 6 Apr 2017

Posted: Tue Jun 30, 2020 12:58pm

SylviaJohn wrote on Tue Jun 30, 2020 12:35pm:

We have been several times to Bankia in Catral - they tell us the Debit and Credit card are the same !!!

Told us to go to the Police station... we're so tired of getting the run around. As for Booking.com who have taken the money we will never use them again.

Off to Bankia in Catral again now.  Thank you everyone for the advice.

The only other thing I can think of is to phone customer service at Bankia. There is an option for English speaking advisor if you prefer. Might get a sympathetic ear and someone to take ownership. Someone on another thread pointed out it seems to be how willing a person is to help when dealing with Bankia.

RayD

Posted: Tue Jun 30, 2020 4:31pm

RayD

Legendary helpful member

Posts: 6842

5767 helpful points

Location: Catral

Joined: 6 Jan 2016

Posted: Tue Jun 30, 2020 4:31pm

Here is a link to Bankia credit cards and information.

https://www.bankia.es/en/retail-banking/accounts-and-cards/cards/credit-cards

Bankia in Catral have always given me good service. Although I have never used here, there is a señora in the bank who speaks english and it may be possible to book a session with her. I don't know her name but she is more often than not on the Caja.

The rest of the staff are Spanish speaking only but always very helpful.

Kimmy11

Posted: Tue Jun 30, 2020 4:50pm

Kimmy11

Legendary helpful member

Posts: 2774

3522 helpful points

Joined: 8 Aug 2017

Posted: Tue Jun 30, 2020 4:50pm

Hi SylviaJohn,

Sorry to hear of your trouble.  It's an interesting case.....  if I'd booked direct with the apartment owner, I'd have asked him for a "Hoja de Reclamacion" (Customer Complaint Form), but not sure if I would have thought to do that with Booking.com as an intermediary.

I hope you can get it sorted - please let us know how you get on.

Best wishes,

Kim

Ancient Printer

Posted: Thu Jul 2, 2020 12:15pm

Ancient Printer

Helpful member

Posts: 213

195 helpful points

Location: Javea / Xàbia

Joined: 4 Jan 2017

Posted: Thu Jul 2, 2020 12:15pm

SylviaJohn wrote on Mon Jun 29, 2020 4:57pm:

Hi everyone

I booked a apartment in Barcelona in March for one week but when we arrived there the apartment was very dirty and the 'Host' was not helpful when I asked if he could get a cleaner in - he said he would have to find one !

So, we did not stay at the apartment - also, the virus had started. The apartment was booked for 11th - 17th March. 

I have sent Booking.com many messages. They ask for details and then they do not reply ! 

Went to our bank as we had paid with a Spanish bank Credit Card but the bank told us we must go to the Police which we did Police said they cannot help as its a consumer problem. 

We have been directed to all sorts of places but have not managed to get a full refund and getting very frustrated. 

Can anyone please advise ?   

We had a very similar experience in Germany. The "privatzimmer" wasn't fit for purpose. We had paid some €800!! We rejected it and immediately called Booking.com on an English number +44... Very sorry I don't have a record of it but hunt on their website. You'll need your booking number etc which is entered on an auto system but eventually you get through to a human. We explained the state of the apartment in question and the full €800 was refunded. The whole purpose of using something like booking.com is to be assured of a refund if conditions don't measure up. The quicker you do it the better. Not disimilar to Amazon in this respect

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