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Impossibile cancellare prenotazione effettuata in data 15/01/2026

Risolto Pubblico

Spotahome SLU

Apri un reclamo

Tipologia di problema:

Altro

Reclamo

L. N.

A: Spotahome SLU

16/02/2026

Spett. Spotahome SLU ESB87004511 On 15/01/2026 I booked a room in Valencia for the months of March and April (Booking : YL7PPX4-3Q ) and I was charged 555 euro + 239 euro (Spotahome service fee). On January 16th (44 days before move-in), I told you I wanted to cancel my booking YL7PPX4-3Q because the description of the room is not correct, as it says that in the apartment there are 3 bathrooms and a balcony, but in reality there are only 2 bathrooms and no balcony available to all guests (as it is shown on the video and on the floor map under the description of the apartment). So, on January 16th, you opened a ticket to understand if the description, the video and the floor map were correct or not. In the meantime, I found on Spotahome another room which I liked a lot. But, when I wanted to cancel my booking (40 days before move-in), your site answered that I could not cancel my booking because I had opened a ticket and you were still working on it. According to your cancellation policies, I should have received a 50% refund of my down payment on the rent (277.5 euro), but I have been trying to cancel for a month and you have always refused my cancellation saying that it is not possible because I have opened a ticket and you are working on it. However, you do not respond to my emails. Still today I get the same answer and I cannot cancel my booking. Please let me know how I can cancel my booking and how I will get my 50% refund of my down payment on the rent (277.5 euro), as I wanted to cancel my booking 44 days before my move-in and I need to be sure I will get my 277.5 euro back. Should I not receive a response within 15 days of receipt of this letter, I will not hesitate to take legal action to protect my rights. Kind regards Cecilia Cappellacci

Messaggi (1)

Spotahome SLU

A: L. N.

27/02/2026

Dear Altroconsumo, We are writing in response to the complaint you submitted, as outlined in the attached document. Please find our detailed reply attached. We have carefully reviewed the issues raised and hope that our response addresses your concerns satisfactorily. Should you require any further clarification or wish to discuss the matter, please do not hesitate to contact us. Thank you for bringing this to our attention. Kind regards, Estimado Altroconsumo, Por la presente, y en atención a la comunicación, venimos a darle respuesta en los términos que se detallan en la documentación que se adjunta a este correo. En dicha documentación encontrará la información y justificación pertinentes relativas a los extremos planteados, a fin de dar respuesta a sus pretensiones y dejar debidamente acreditados los hechos expuestos. Quedamos a su entera disposición para cualquier aclaración o información adicional que considere necesaria. Sin otro particular, aprovechamos la ocasión para enviarle un cordial saludo. Atentamente, -- According to the provisions set forth in the General Data Protection Regulation, you are informed that the personal data provided by you will be treated by SPOTAHOME S.L.U, as Data Controller, with domicile at Calle Piamonte 23 - 28004, Madrid, (Spain). Users can exercise rights of access, rectification and erasure, restriction of processing, data portability, cancellation and objection by sending an email to the address privacy@spotahome.com. You expressly consent the processing of such data in order to fulfil contractual, business or administrative relationship. De conformidad con lo escido en el Reglamento General de Protección de Datos, Usted queda informado que los datos que nos facilita serán tratados por SPOTAHOME S.L.U, como Responsable del Tratamiento, con domicilio en Calle Piamonte 23 - 28004, Madrid (España). Podrá ejercitar sus derechos de acceso, rectificación y supresión, limitación del tratamiento, portabilidad, cancelación y oposición enviando un correo a privacy@spotahome.com. Usted consiente expresamente el tratamiento de dichos datos con la finalidad de realizar nuestra relación contractual, comercial o administrativa.


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