Opinión sobre Booking.com y el ladrón de Marco a San Pietro

Es la primera vez que nos ocurre algo así y Booking.com ha funcionado extremadamente bien.

Reservamos en la estancia en un apartamento en Roma (Marco a San Pietro) a través de este portal, por las magnificas opiniones que tenía.  El proceso es el habitual, usan tu tarjeta de crédito como garantía de que vas a ir.  En total son 1400 € por 5 días en el apartamento.  La reserva la hicimos en Marzo para una estancia en Mayo.

Hemos confiado en Booking.com muchas veces para gestionar los hoteles y apartamentos durante nuestros viajes sin ningún tipo de problema, además que suele ser habitual que puedas cancelar la reserva incluso una semana antes sin perder tu dinero.

Llegamos al apartamento el 20 de Mayo y nos recibe Marco después de esperarlo un rato.   Es un hombre joven, simpático y agradable.  Le comento que nos han hecho un cargo por el total en mi cuenta corriente y me asegura que no me preocupe que al día siguiente el dinero estaría de vuelta porque era un bloqueo y que teníamos que pagarle en efectivo.  Como hicimos y nos dio un recibo.

Volvimos a revisar la cuenta corriente y nos damos cuenta que no es un bloqueo del crédito de la tarjeta sino un cargo en la cuenta corriente.  Como supondréis al día siguiente revisé la cuenta bancaria, al siguiente y al tercero vi que no había dinero de vuelta y empezó la pesadilla.

Primer email a Marco y nos dice que esperemos que tarda un par de días, crédulos esperamos.

Me harté de esperar y le mandé un email a Booking y recibí la siguiente respuesta:

Respuesta booking

Les mandé la documentación y le mande un whatsapp a Marco

24 may 09:30 a.m. – Ismael: Good mornig, I am Ismael from your apartament. Do you check your email?. Booking said that you got the 1400 € from my credit card.

24 may 09:47 a.m. – Marco San pietro: Good morning Ismal I read your email this morning I conctact booking customer service and I’m waiting for an answer about 20 minutes I’m at apartment so for any information I m there

Best regards
24 may 09:48 a.m. – Marco San pietro: Are u inside apartment ??
24 may 09:48 a.m. – Ismael: Yep
24 may 09:48 a.m. – Marco San pietro: Ok 20 minutes maximum I’m there
24 may 09:49 a.m. – Ismael: We have to go to villa borghese
24 may 09:49 a.m. – Marco San pietro: Ok tell me about at what time u came back in apartment
24 may 09:49 a.m. – Ismael: If you checked, I trust you.
24 may 09:51 a.m. – Ismael: I dont know. Dont worry. I will contact you when we will arrive.
24 may 09:52 a.m. – Ismael: Then you will have an answer from Booking
24 may 09:52 a.m. – Marco San pietro: Ok so in this time I think to have an answer frome booking customer service
24 may 09:52 a.m. – Marco San pietro: Have a nice day
24 may 09:53 a.m. – Marco San pietro: And I’m waiting for u when u came back
24 may 09:53 a.m. – Ismael: Thanks.
24 may 09:53 a.m. – Marco San pietro: No problem

Y otra vez a mediodía:

24 may 03:07 p.m. – Ismael: Hi, Marco. I have just talked with booking. They said that you got the money twice, by credit card and cash. The payment was done at 05/04/13 with a Visa. Perhaps you made a mistake and get the money instead of make a preauthorization.
24 may 03:11 p.m. – Marco San pietro: Dear Ismael If u u want Monday morning ( because Saturday and Sunday in italy si closed) early i go to’ my bank to verify the situation of the month of March and if is necessary I unlock the the preautorizzazion manually
24 may 03:12 p.m. – Marco San pietro: In the same time I call to the customers service of visa
24 may 03:12 p.m. – Marco San pietro: And them tell me that your money is frozen
24 may 03:12 p.m. – Marco San pietro: And is not on my bank account
24 may 03:13 p.m. – Marco San pietro: So for is better that also u control inside your bank
24 may 03:13 p.m. – Ismael: The money Is not frozen.
24 may 03:13 p.m. – Marco San pietro: And for any mistake
24 may 03:14 p.m. – Marco San pietro: I refund u the money
24 may 03:14 p.m. – Ismael: The is out of my account
24 may 03:14 p.m. – Marco San pietro: But for all I must to control everything inside the bank
24 may 03:15 p.m. – Marco San pietro: Do u understand me?
24 may 03:15 p.m. – Ismael: Yep.
24 may 03:16 p.m. – Ismael: Can you check by internet?
24 may 03:16 p.m. – Marco San pietro: If Monday morning I make sure that there is some mistake with your pre autorizzazion
24 may 03:17 p.m. – Marco San pietro: Monday morning I refund u the total …
24 may 03:17 p.m. – Ismael: Ok. I will explain to booking. I must trust on you.
24 may 03:18 p.m. – Marco San pietro: There is no problem u have my mobile number my address my address email
24 may 03:18 p.m. – Marco San pietro: Monday morning
24 may 03:18 p.m. – Marco San pietro: Will be all ok
24 may 03:18 p.m. – Ismael: Ok. I hope so.
24 may 03:18 p.m. – Marco San pietro: I’m sorry for the inconvenience
24 may 03:19 p.m. – Marco San pietro: But I think that
24 may 03:19 p.m. – Marco San pietro: Is a bank problem
24 may 03:19 p.m. – Marco San pietro: Because is the first time for me
24 may 03:19 p.m. – Marco San pietro: And every guess that booked on my structure by booking
24 may 03:20 p.m. – Marco San pietro: I do the preautorizzazion
24 may 03:20 p.m. – Ismael: Me too.
24 may 03:20 p.m. – Marco San pietro: Is all morning that I call the customers service of the bank and visa
24 may 03:20 p.m. – Marco San pietro: But Saturday
24 may 03:21 p.m. – Marco San pietro: In Italy is no working
24 may 03:21 p.m. – Marco San pietro: And nobody answer me
24 may 03:21 p.m. – Marco San pietro: So I must to go inside directly Monday morning
24 may 03:21 p.m. – Marco San pietro: In the bank
24 may 03:21 p.m. – Ismael: Ok. Dont worry. In spain, internet bank Is like a real bank
24 may 03:22 p.m. – Marco San pietro: In Italy no
24 may 03:22 p.m. – Marco San pietro: Is like third world !
24 may 03:22 p.m. – Ismael: You can make the samethings. I
24 may 03:22 p.m. – Ismael: I saw
24 may 03:23 p.m. – Ismael: Dont worry. All of us wait for monday morning.
24 may 03:23 p.m. – Marco San pietro: Thank u so much

Ya de vuelta en casa y después de confiar en él, vuelvo  preguntarle a la vez que sigo intercambiando documentación con Booking.

26 may 09:42 a.m. – Ismael: Good Morning, Any news?
26 may 09:48 a.m. – Ismael: I forgot to say that you will check April. In this month was the money got.
26 may 10:01 a.m. – Marco San pietro: Godo morning ismael
26 may 10:02 a.m. – Marco San pietro: I m gone inside in the bank today
26 may 10:04 a.m. – Marco San pietro: And I have appuntament with director at 13.30 with all document to resolve everithing
26 may 10:04 a.m. – Marco San pietro: Just I have finished I conctact u
26 may 10:05 a.m. – Marco San pietro: And I say u all
26 may 10:06 a.m. – Ismael: Ok. Thanks

Sigue la conversación por la tarde:

26 may 03:20 p.m. – Ismael: Any news?
26 may 03:38 p.m. – Marco San pietro: I’m in the bank and togheter director we are control all moviments on my account
26 may 03:38 p.m. – Ismael: Ok
26 may 03:39 p.m. – Marco San pietro: And in the same time we are waiting for visa international
26 may 03:39 p.m. – Marco San pietro: For all moviments on my machine
26 may 03:39 p.m. – Marco San pietro: For month February
26 may 03:39 p.m. – Marco San pietro: March
26 may 03:39 p.m. – Marco San pietro: April
26 may 03:39 p.m. – Marco San pietro: And may
26 may 03:40 p.m. – Marco San pietro: Just we are finished
26 may 03:40 p.m. – Marco San pietro: I write u
26 may 03:40 p.m. – Marco San pietro: I’m waiting for like u
26 may 06:55 p.m. – Marco San pietro: Mr Ismael after 3 hour inside the bank finally I have understand what happened
26 may 06:55 p.m. – Marco San pietro: In effect at the date 10/04/14
26 may 06:56 p.m. – Marco San pietro: There is on my account there is an accredition of 1400 euro
26 may 06:57 p.m. – Marco San pietro: I don’t know if the mistake was of visa international service of preautorizzazion
26 may 06:57 p.m. – Marco San pietro: Or booking
26 may 06:57 p.m. – Marco San pietro: Or my
26 may 06:58 p.m. – Marco San pietro: This is my problem and in this days I’ ll resolve
26 may 06:58 p.m. – Marco San pietro: U have payd 2 times  (AQUÍ RECONOCE  QUE HA COBRADO DOS VECES)
26 may 06:59 p.m. – Marco San pietro: And I must to refund the money
26 may 07:00 p.m. – Marco San pietro: If u send me your coordinates of your bank
26 may 07:01 p.m. – Marco San pietro: I do a international transfer from my bank
26 may 07:01 p.m. – Marco San pietro: And the director tell me that in 3-4 working days
26 may 07:02 p.m. – Marco San pietro: The money is on your bank account
26 may 07:02 p.m. – Marco San pietro: I’m sorry for the inconvenience
26 may 07:02 p.m. – Marco San pietro: But is not my fault
26 may 07:03 p.m. – Marco San pietro: And like I sayd u Saturday
26 may 07:03 p.m. – Marco San pietro: Today I have lost all day to try to resolve the problem
26 may 07:03 p.m. – Marco San pietro: Sorry for my English languages
26 may 07:04 p.m. – Marco San pietro: But I believe to have been clear
26 may 07:05 p.m. – Marco San pietro: I’m waiting for u for your coordinates of your bank
26 may 07:05 p.m. – Marco San pietro: Thank a lot
26 may 07:05 p.m. – Marco San pietro: Best regards
26 may 07:25 p.m. – Ismael: Thank you. I will send the coordinantes to your email. Dont worry for your english.

Ahora me pide el número de cuenta para hacerme el ingreso de los 1400 euros.

27 may 01:46 p.m. – Marco San pietro: Dear ismael sorry if answer u by what’s up but I have outside and with iPhone is
More easy for me
27 may 01:48 p.m. – Marco San pietro: I have nedded of only your coordinates of your bank
27 may 01:48 p.m. – Marco San pietro: Everything that u send me yesterday is ok for me
27 may 01:49 p.m. – Marco San pietro: And today I have done the internetional transfer
27 may 01:50 p.m. – Marco San pietro: And u are waiting only 4/ 5 working days and the money is on your account of your bank
27 may 02:03 p.m. – Ismael: Okk
27 may 02:03 p.m. – Ismael: So i dont understand your emails

Vuelve a pedir otra vez el número de cuenta.
28 may 10:51 a.m. – Ismael: Hi Marco again. My bank Is asking me for a receipt of your international transfer. I dont know why, but they called me yesterday twice about that
29 may 12:16 p.m. – Ismael: I am waiting…
3 jun 08:57 a.m. – Ismael: Marco, 8 days from your last messages and I didnt get The money

Y a los 9 días me contesta que se ha tenido que ir a Estados Unidos a un funeral y que siga esperando.  Según la película que me cuenta la cual es que ha sido fiesta en Italia y que las transferencias internacionales tardan 4 ó 5 días.
4 jun 03:33 a.m. – Marco San pietro: Mr.ismael sorry for the later to answer u but I’m in USA for a family funeral
4 jun 03:33 a.m. – Marco San pietro: And the time is different
4 jun 03:34 a.m. – Marco San pietro: I call from here my bank in Italy
4 jun 03:34 a.m. – Marco San pietro: And them tell me 2 things
4 jun 03:35 a.m. – Marco San pietro: 1) the bank transfer has been done Thursday in the afternoon
4 jun 03:35 a.m. – Marco San pietro: And in 4/5 working days arrive to u
4 jun 03:36 a.m. – Marco San pietro: In Italy last week has been holiday Saturday Sunday and Monday ( holiday of republic)
4 jun 03:37 a.m. – Marco San pietro: And thell me that arrive to beetween Friday or Monday
4 jun 03:38 a.m. – Marco San pietro: 2) my bank in this day ( in Italy tomorrow ) send your bank by fax the document of the transfer
4 jun 03:38 a.m. – Marco San pietro: I come back in Italy Sunday
4 jun 03:38 a.m. – Marco San pietro: I have done everything
4 jun 03:39 a.m. – Marco San pietro: Also frome USA and sincerely this is a not good moment for the funeraly
4 jun 03:39 a.m. – Marco San pietro: Best regards
4 jun 09:16 a.m. – Ismael: We are sorry. But you wrote me that money was sent last week, not this week. If you want that I will believe you, send me the receipt. You got my email, my phone number and now a Fax Number ********

Después de 7 días sin saber nada, le mando más mensajes a los que no recibo respuesta.

11 jun 09:35 a.m. – Ismael: Where Is our money?
11 jun 09:35 a.m. – Ismael: Where Is the receipt?
11 jun 09:35 a.m. – Ismael: Why are you stealing us?

Mientras Booking fue haciendo sus gestiones, siguiendo el protocolo que tienen para estos casos.  Te piden diferente documentación:

  • Recibo del pago al hotel
  • Cargo en la cuenta
  • Movimientos en la cuenta corriente

Y verifican todo con el establecimiento hotelero a la vez que conmigo para ver quien tiene la razón.  Cuando el establecimiento admite que nos ha cobrado dos veces, le piden, como hicimos nosotros, un justificante de que nos ha hecho la transferencia devolviendo el dinero.   Van pasando los días y no consiguen respuesta.

Entonces te pasan al servicio de cuidado al cliente (customer care) y vuelven a estudiar tu caso, evaluando las acciones que van a tomar contra Marco a San Pietro.  Cuando lo tienen claro, nos enviaron un email para devolvernos el dinero mediante un abono en una tarjeta.

Hemos tardado un mes pero gracias a Booking hemos recuperado nuestro dinero.

Desde este pequeño blog quiero darle las gracias por toda la gestiones que han hecho y por devolvernos  el dinero. Nuestra opinión sobre Booking.com es inmejorable.

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