Alojamento nada a ver com a descrição

Exmos senhores Venho por este meio mostrar a minha indignação Fiz uma reserva através do Booking de 1 a 4 de agosto no alojamento Douro camping em Miranda do Douro Quando cheguei ao alojamento, nada tinha a ver com as fotos e descrição A piscina é a municipal e não no alojamento O pequeno almoço tão fraco, nem leite , manteiga etc O restaurante não existe, fazem comida no bar que tem 5 mesas O bangalô nem ar condicionado tinha, WiFi avariado, ervas em volta do bangalô, uma desgraça Tinham lá duas ventoinhas tão fracas que meu deus Isto é surreal Paguei o alojamento antes, cheguei lá tive que pagar mais trinta euros, mas tinha de ser em dinheiro Acho inadmissível o que me aconteceu Esperava uma resolução da parte do Booking, mas nada... Só posso dizer, vim embora mais cedo, mais cansada e super desiludida com o alojamento e com o Booking

------------------------------------ Feđa A (CS Global) Feb 11, 2026, 14::08 GMT+1 Your Ref: Dear Ms. Mariana Goncalves, Thank you for taking the time to share your experience regarding your stay at Douro Camping in Miranda do Douro. I’m sorry to hear that your stay did not meet your expectations and that you were disappointed by both the accommodation and your experience with Booking.com. I understand your concerns about the difference between the listing and the actual accommodation, including: Use of a municipal pool instead of an on-site pool Limited breakfast options The absence of a proper restaurant, with food only served at a small bar The lack of air conditioning and the poor functioning fans Non-functioning WiFi and maintenance issues around the bungalow The request for an additional thirty reais in cash on arrival, despite having prepaid Firstly, Please be informed that Reservations made on the Booking.com platform form a contractual relationship between the Customer and the Service Provider, in which Booking.com solely acts as an intermediary, as per Clause B2. ‘Contractual Relationship’ of our Customer terms of service: 1. When you make (or request) a Booking, it’s directly with the Service Provider - we’re not a ‘contractual party'. 2. Booking.com B.V. owns and operates the Platform. Additionally as per Clause A17. “Communication with the Service Provider”of our Customer Terms Of Service it is stated that:“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”. Furthermore, and as per Clause A4. 'Our Platform' of our Customer terms of services: 1. We get information from Service Providers, and we can’t guarantee that everything is accurate – but when providing our Platform, we take reasonable care and act with professional diligence. Unless we’ve failed to do so or have been negligent, we can’t be held responsible for any errors, interruptions, or missing bits of information. Of course, we’ll do everything we can to correct/fix them as soon as we become aware. 2. Our Platform is not a recommendation or endorsement of any Service Provider or its products, services, facilities, vehicles, etc. 3. We’re not a party to the terms between you and the Service Provider. The Service Provider is solely responsible for the Travel Experience. Please allow me to clarify Booking.com’s role in your reservation. When you make a booking through Booking.com, a direct contract is created between you and the accommodation provider. Booking.com acts as an intermediary platform, facilitating the reservation and (where applicable) payment process. The accommodation provider is responsible for: The accuracy of the photos, descriptions, and listed facilities on their page The actual services and amenities provided on site Any additional charges they decide to apply at the property In the review of your case, we did not find evidence that Booking.com failed in its role as an intermediary or directly caused the discrepancies you described. The issues you experienced — such as the condition of the bungalow, the availability and quality of amenities, and the extra on-site payment — fall under the operational control and responsibility of the accommodation provider. It is also noted that, in the handling of this matter, you ultimately accepted the resolution that was offered to you via Booking.com regarding this stay. For these reasons, liability for what occurred rests with the accommodation provider, and no liability attaches to Booking.com in this case. If you remain dissatisfied or wish to have this matter reviewed further, please contact us again and include your Booking.com reservation number in your message. With the booking number, we can quickly locate your file, recheck all details with the accommodation, and see if there is anything further we can clarify or assist you with. Thank you again for your feedback. We appreciate you sharing your experience, as it helps us in our continuous work with accommodation providers to improve the accuracy and quality of information on our platform. Kind regards, Feđa A CS Senior Relations Specialist Booking.com B.V. Copyright © 1996–2026Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [69VZR7-ZN76V]