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Emila J. (CS Global)
Sep 4, 2026, 11::13 GMT+2
Your ref
Dear Sir/Madam,
Following a review of the information provided in relation to the above-referenced complaint, Booking.com B.V. respectfully rejects the allegations and any associated claim against it.
We understand that Mr Nunes made a hotel reservation through the Booking.com app and subsequently received WhatsApp messages referring to his name, the accommodation and the reservation dates. The messages allegedly requested confirmation of additional or “missing” information. We also understand that the accommodation informed him that other customers had reported receiving similar calls.
At Booking.com the security of our customers’ information is our priority. We rigorously comply with industry PCI (Payment Card Industry) standards. Our PCI status for securing payment details is verified by independent auditors on an annual basis to ensure customer data is protected to the highest levels.
However, please be aware that cyber criminals have many methods to compromise cards including attacking ATM machines, shop POs (Points of Sales) systems and even your home computer so it can be difficult to ascertain the cause of the problem.
Additionally, please note that as per article A8 of ourCustomer terms of service, we suggest that you contact your payment provider in case of concerns of further questions:
[...] 4.If you know of or suspect any fraudulent behaviour or unauthorised use of your Payment Method, please contact your payment provider as soon as possible. [...]
We appreciate that receiving unsolicited messages containing booking-related information is concerning. The security and protection of our customers’ and partners’ data is a high priority for Booking.com. However, the circumstances described do not establish that the messages were sent by Booking.com, that the Booking.com app or backend systems were the source of the information, or that Booking.com failed to meet an applicable legal or contractual obligation.
Booking.com provides and is responsible for the platform through which customers can search for and book travel services. Booking.com is not the provider of the hotel stay itself and, under Clause A3 of the Customer Terms of Service, is not responsible for matters that fall outside the services it provides through the platform.
Fraudulent WhatsApp messages and calls are external communications and do not, without further evidence, demonstrate that Booking.com sent or authorised them. The fact that other guests contacted the accommodation about similar messages likewise does not, by itself, establish that the Booking.com app or Booking.com’s backend systems were compromised. Such activity may involve external phishing, impersonation, or misuse of information held or accessed outside Booking.com’s platform, including on a partner-side system. The available information does not establish a causal link between the alleged messages and any actionable omission by Booking.com.
The name of the accommodation and reservation dates may be used by fraudsters to make communications appear credible. Customers should not click links or disclose passwords, payment-card details, identity documents, verification codes or other sensitive information in response to unsolicited messages. Booking.com does not ask customers to confirm or update payment details through an unverified WhatsApp contact.
The information supplied in support of this complaint does not identify any unauthorised payment, financial loss, identity theft or other specific damage suffered by Mr Nunes. In the absence of evidence establishing a Booking.com fault, causation and a quantifiable compensable loss, there is no basis for an award of compensation.
For completeness, if Mr Nunes has disclosed payment details or suspects an unauthorised transaction, he should immediately contact his bank or payment-service provider and report the matter to the competent authorities. Any screenshots, sender telephone numbers, links and relevant dates should also be preserved and submitted to Booking.com through the official Customer Service channels available in the Booking.com app or Help Centre, so that the matter can be reviewed through the appropriate security process.
For the reasons set out above, Booking.com B.V. fully and explicitly denies liability and rejects the complaint and any associated claim for compensation in Case no. 15554506.
With the information provided We have insufficient information to find the details of the customer, and therefore would like to receive the following:
Confirmation email of the reservation, clearly showing confirmation number + pincode.
Email address used to make the reservation
Property name
Once we receive the above mentioned details if the reservation was made with
Booking.com platform we will be able to investigate the situation and provide you the outcome.
This position is based on the information currently available to us and is without prejudice to Booking.com’s rights and defences under the applicable Terms and law.
Yours sincerely,
Emila J.
CS Legal Support Advisor
Booking.com Customer Service Center (Netherlands) B.V.
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