Condições de alojamento alteradas

Exmos. Senhores, Como inicialmente já referenciei ao dono da propriedade, quando fiz a reserva nunca me foi explícito que a casa de banho era partilhada, o que viola o Decreto de Lei n.º 128/2014 da Lei de Defesa do Consumidor (n.º 24/96), que refere que o hóspede tem o direito fundamental em receber uma informação clara acerca das condições do alojamento. Além disso, o dono foi extremamente rude comigo e avisou-me em não comparecer no seu alojamento, o que me coloca numa posição de desconforto total e ameaça ao meu bem estar emocional e físico. Isto, vai contra o direito à segurança e qualidade mencionado no artigo 4° da lei da defesa do Consumidor (n° 24/96) que refere que, “os bens e serviços destinados ao consumo devem ser aptos a satisfazer os fins a que se destinam e a produzir os efeitos que se lhes atribuem, segundo as normas legais (…)” e ainda, o artigo 6° da mesma lei proíbe a prestação de serviços que impliquem riscos incompatíveis com a saúde e segurança física dos hóspedes. Expliquei isto tudo à booking por via telefónica e mesmo assim, não conseguem de modo algum ajudar-me, visto que existe um relatório que comprova que estou errada, relatório o qual não posso ter acesso. No entanto, e de acordo com o artigo 17° do Decreto de Lei n.º 128/2014, “o titular da exploração do estabelecimento de alojamento local responde, independentemente da existência de culpa, pelos danos causados aos destinatários dos serviços ou a terceiros, decorrentes da atividade de prestação de serviços de alojamento." Assim, estão em causa o meu bem estar e segurança bem como os meus direitos como consumidora.

------------------------------------ Robyn B. (CS Global) Aug 16, 2026, 15::14 GMT+2 Your reference: Our reference: 5552294767 Dear Felícia Rodrigues, Thank you for taking the time to set out your concerns. We have reviewed the full history of your reservation, and we would like to explain where matters stand. We recognise how unsettling it is to expect a private bathroom and then to understand that it would be shared, particularly with a five-night stay ahead of You. When You raised this on 27 February 2026, our Customer Service passed your request for a cancellation with the fees waived to the Service Provider straight away. As the reservation was made on a non-refundable basis, only the Service Provider could agree to release You from that policy, and we explained this to You on 2 March 2026 while we waited for their answer. When no answer came, we wrote to them again on 3 March 2026 to pursue it. On 4 March 2026 the Service Provider confirmed that You could cancel and that all fees would be waived. The reservation was cancelled that same day, and the full amount You paid was refunded on 6 March 2026. Nothing has been retained from You, and the Service Provider received nothing for this reservation. On that basis, we consider your request to have been met in full before this complaint reached us. On the wider points You raise, it may help to explain our role. The accommodation contract was formed directly between You and the Service Provider; Booking.com provides the Platform on which the reservation was made and supports You around it, as our Terms confirm. The information shown on a property page, including how a bathroom is shared, is supplied and maintained by the Service Provider, and it is the Service Provider who is responsible for the accommodation service itself and for ensuring their establishment meets all applicable local laws and regulations. We do not inspect, certify or operate properties, and we are therefore not in a position to answer for how the Service Provider communicated with You directly. Where a listing needs correcting, we act on it as soon as we are made aware. We are sorry that the experience fell short of what You expected. Should You wish to raise anything further about the Service Provider's conduct, we remain available to pass that on to them on your behalf. 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 [177GNZ-G1YYD]