Spett. Spotahome ES
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
