Queixa contra a Booking.com por falta de reembolso em caso de força maior

Exmos. Senhores, Venho por este meio apresentar uma queixa contra a Booking.com devido à falta de reembolso das minhas reservas afetadas por um cancelamento de voo por força maior. No dia [inserir data], o meu voo para Bali foi cancelado devido a tempestades no Dubai. Devido a esta situação, o voo foi remarcado para dois dias depois, afetando todas as minhas reservas feitas através da Booking.com, que não incluíam cancelamento gratuito. Contactei repetidamente os hotéis e a Booking.com na tentativa de encontrar uma solução, seja pela remarcação das noites ou pelo reembolso do valor pago, uma vez que se tratava de um cancelamento por força maior. Infelizmente, não obtive sucesso em nenhuma dessas tentativas. Tanto os hotéis quanto a Booking.com não facilitaram o processo, resultando num prejuízo de cerca de 200 euros. É importante mencionar que a própria Booking.com possui uma política, mencionada no seu blog, sobre situações de força maior, onde afirma ser obrigada a conceder reembolso total em tais casos. A política de Caso de Força Maior (CFM) da Booking.com indica que, nestas circunstâncias, o reembolso total da estadia deve ser fornecido. Não pude usufruir da minha estadia devido às chuvas torrenciais no Dubai, que me impediram de voar. Deste modo, solicito que a Booking.com cumpra a sua política de Força Maior e proceda ao reembolso total do valor das reservas afetadas. Se este problema não for resolvido de forma adequada, terei de considerar outras medidas para obter o reembolso devido. Aguardo uma resposta rápida e a resolução deste problema. Cumprimentos.

------------------------------------ Mohamad Muosa Basha (CS Global) Oct 15, 2024, 14::04 GMT+2 Your ref:@@REF_ID@8898020509e995016f@REF_ID@@ Our ref:4794985141 and4391302504 Dear Andre Santos, I hope this email finds you well. I'm contactingyou in regards to the above mentioned claim. I'm sorry for the delay in responding to you. The accommodation reservations were made based on the information, price, availability, terms and conditions provided by the Service Providers on Booking.com platform. This makes the reservations a contractual relationship between the Customer and the Service Providers, in which Booking.com solely acts as an intermediary. In regards to reservation4794985141, the Service Provider agreed to waive the cancellation fee. The prepayment was fullyrefunded to the customer's original form of payment as follows: 212585 IDR on 19/04/2024 212585 IDR on 23/04/2024 In regards to reservation 4391302504, according to our Customer terms of service, A18. Limitation of liability, we are not liable for any event which was reasonably beyond our control. Booking.com has fulfilled its role as an intermediary by trying to negotiate a fitting solution for the Customer, however, the Service Provider is the final decision-making party. Regretfully, they have not provided Bookng.com with an approval for the requested refund. Despite this, Booking.com again contacted the Service Provider, asking to reconsider the decision they made before, which was rejected. Therefore it is not possible to refund the cost of reservation4391302504 to the customer. Any further claims for refunds and/or compensations will have to be addressed to the Service provider directly. In regards to the Taxi booking, the claim was filed against Booking.com BV (the “Legal Entity”), which is not party to the contract for private transportation intermediation services. The Legal Entity denies any and all liability, does not agree and formally opposes the Claim, any allegations against it and payment of any amount claimed for the following reasons: Clause A3 and D2 of the Booking.com Terms of Service outlines the parties to the contractual relationship concerning the claimants allegations. The Terms of Service are made available at all times on the Booking.com website. Please see excerpt below: A3. About Booking.com 2. When you book a rental car, or private or public transport, Booking.com Transport Limited provides and is responsible for the Platform – but not the Travel Experience itself 3. We work with companies that provide local support services (e.g. Customer Support or account management). They don’t:control or manage our Platformhave their own Platformhave any legal or contractual relationship with youprovide Travel Experiencesrepresent us, or enter into contracts or accept legal documents in our nameoperate as our ‘process or service agents’ D2. Contractual relationship: The car rental pages on this Platform are operated by Booking.com Transport Limited. The company is registered in England and Wales (Number: 05179829) at the following address: 6 Goods Yard Street, Manchester, M3 3BG, United Kingdom. VAT number: GB 855349007. As the Legal Entity is not the correct entity to submit the claim, it formally objects to the Claim, any allegations and payment of any claimed amount. However, in an attempt to support the claimant, we have forwarded the Claim to a specialized team within Booking.com Transport Limited so appropriate action, if any, can be taken. Please note, this is not an admission of liability by the Legal Entity or Booking.com Transport Limited, but rather a gesture of goodwill. In any case, the Claim must be redirected and issued to the correct entity. I trust that this provides the clarity you require to close the claim. If you have any further questions or comments regarding the above, please do not hesitate to contact us. Booking.comCustomer terms of service: s:www.booking.com/content/terms.en-gb.?aid=356980label=gog235jc-1DCBQoggJCBXRlcm1zSDNYA2ipAYgBAZgBCbgBGMgBDNgBA-gBAYgCAagCBLgC-pq5uAbAAgHSAiQ2MDgwZDBhNi0wMThhLTRlMTctYTgyNy0yNzQwODQ1OGM0OTDYAgTgAgEsid=291013158eeb8a1f664c483470e27c28keep_landing=1terms_all_liability_subheading Regards, M.M. Basha CS Senior Relations Specialist Booking.com Copyright © 1996–2024Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [1G03D5-1L0ZD]