Lara reserves a villa via booking for her vacation … but does not have access to her arrival: “I felt completely abandoned”

Going on vacation in Sicily with her husband. Nevertheless, daughter, Lara, 51, saw her reservation as a villa disappear on the day of her arrival. Consequently, She contacted us via the orange button alert us to tell her story. Similarly,

On January 1, 2025, Lara Reserve, via Booking.com, a villa in Sicily for the period from July 22 to 29. Consequently, Total amount: 1,708 euros, taken on June 8 as planned. In addition, “I checked the comments on Booking and Airbnb, everything was good,” she explains. Similarly, Faithful client of the platform. Similarly, she specifies: “I reserve all my vacation via Booking and I have never had a problem”.

But arriving on lara reserves villa lara reserves villa via booking new via booking site, no specific address is communicated to him. However, Lara cannot reach the owner. Nevertheless. In addition, As for Booking, the person on the phone invites them to wait until the official time of check-in, or 4 p.m. Nevertheless, At 4.30 p.m., still nothing.

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A treasure hunt – Lara reserves villa via booking – Lara reserves villa via booking new

Booking, a simple intermediary, refers Lara to Belvilla, a company specializing in the rental of holiday homes in Europe, which announces that he has “no reservation to his name”.

“Booking told me that they could do nothing as long as they. had no news from the owner. that I had to find another accommodation,” she said. “I felt completely abandoned lara reserves villa via booking new in a foreign country. Fortunately, lara reserves villa via booking I speak Italian. »»

The family finally finds another villa in the region. 300 euros more expensive, paid thanks to a transfer from their savings account. Having had to spend 2. 000 euros more than expected for housing, Lara had to cancel certain activities planned to comply with the budget.

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“I almost spoiled my vacation”

Patcher: At the end of her stay, Lara receives a Booking email asking her to assess the villa … which she never occupied. Two weeks later, no refund was made, despite the promise to return the initial reservation and the price difference. “I don’t know where it got stuck. but in the meantime, I almost spoiled my vacation and I lara reserves villa via booking new lost 2,000 euros,” she deplores.

The European Consumer Center (CEC) confirms that Booking has the obligation to reimburse the entire amount spent. by Lara. her family. “If Booking had done her job properly. she should not have paid more and advance money,” said Benlachhab Ibtissaem, legal advisor to CEC Belgium. The damage is both financial and moral, the latter having to be negotiated between the parties.

The version of the platforms

Contacted by us. Booking indicates that it has conducted an internal investigation and lara reserves villa via booking new confirms that the client did not make any mistakes. “It will be reimbursed for lara reserves villa via booking the entire sum in a few days. ” says Lucas Choquet, company spokesperson. A “reward” of 850 euros has already been credited on the Booking portfolio of Lara as a commercial gesture.

For its part. Belvilla recognizes a “rare and temporary dysfunction of the system” on the date of reservation, preventing the transmission of demand from Booking. “We deeply regret that the holidays of this client were disrupted,” said spokesperson Satyam Dua.

The problem therefore came from a computer concern. Satyam Dua concludes: “Although such system errors are extremely rare. our technical security processes. measures guarantee that future platform failures will not affect the reservation process or communication with customers”.

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