Bacheca dei reclami

Buongiorno, a seguito della mia prenotazione effettuata in data 9 marzo 2026 ho ricevuto in data 29 aprile 2026 una mail da parte Vostra che riportava lo spostamento dei voli dal 23 al 25 agosto 2026. Questo spostamento è intervenuto non per mia volontà ma per esigenze della compagnia aerea (volo EY34 - BOEING 787-9 delle ore 23 con partenza da Roma Fiumicino ed arrivo ad Abu Dhabi alle ore 7:05 e del volo EY791 32n con partenza da Abu Dhabi alle ore 8:50 con arrivo a Zanzibar alle ore 13:00). Si richiede lo spostamento del volo da Roma Fiumicino alla data del 22 agosto 2026 con partenza alle ore 23 e del relativo scalo ad Abu Dhabi con ripartenza per Zanzibar ed arrivo a Zanzibar alle ore 13. La modifica si richiede a titolo gratuito visto il disservizio già ricevuto dal sottoscritto che deve ora pagare una notte in più in un Hotel a Zanzibar. Ho già aperto diversi tickets nella mia area personale ma non sono stato ricontattato ed ho inviato anche diverse PEC a cui non è seguita risposta. Resto in attesa di un urgentissimo cortese riscontro. Purtroppo, in mancanza di contatti da parte Vostra entro il 5 maggio 2026 sarò costretto ad adire le vie legali. Cordiali saluti. M. M.

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. They cancelled our booking when we were already on our way to Split and didn't have any internet access or working mobile phones. When I wanted to cancel my booking the day (evening) before and book something else because they told me that they are on the 4th floor and due to a disability I can do stairs only up to the 1st floor, they told me that I would have to pay them anyway - or 50 % on they account or 100% through booking.com. Since we can't loose all that money we told them that we would come. Otherwise I would have booked a different hostel already that evening. When we arrived they left us standing in the street without any assistance. I had to go to the bathroom and also prepare some food because I had to take my life-saving medicine. When I asked for help in the neighbourhood he told the lady that was helping me that he had chatted with me on WhatsApp. That was a clear lie. We are not on WhatsApp and never were registered with that messenger. Also it was not OK the way he talked to me on the phone or what he wrote to me because he didn’t consider the problems I have due to my disability (I had a few strokes in the past). We had a regular reservation at his place. He also told me that he cancelled our booking with booking.com. When I logged into my account in the afternoon the booking was still active. Booking.com informed me the next day that our accommodation was cancelled and they would reimburse us up to 18 Euro for a stay in a different accommodation. They only sent us the link to ask for reimbursement the day we checked out. I have 2 first names but the hostel we stayed in only wrote my first first name on the receipt. So initially booking.com refused to reimburse me. The tourist tax was included in the price indicated on booking.com. I am requesting a refund for the fact that the structure we had booked in advanced refused to host us and left us standing out in the street when I had to eat something in order to take my life-saving medicine, and for the damage from a ruined vacation. I want to remind you that I’m a Genius Level 2 member but after the way you dealt with my complains I won’t use your site again because I can’t be sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure. I attach all the documents concerning this booking in my possession. Kind regards, C. – Manuela Sbriglione

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. When we arrived, there was no one there to meet us, and we didn't know how to get into the accommodation we had booked. After a while, a girl came out of a door next door and called her brother to tell him we had arrived. When I book an apartment with a fridge and a freezer on the photos, I expect them to be empty and not have any broken parts. The freezer was filled with undefined food. The expiry dates on the boxes had passed a long time ago. The part in the door of the fridge where one should put the bottles was broken so that we couldn’t put open bottles there. The door under the sink didn't close well. They sent me messages in Bosnian even though I don't speak Bosnian and always wrote to them in English. That's not OK especially when they write on their profile that they speak English. We paid Euro 4,08 for the city tax even though they never asked for our documents. I don't know how one can register the tourists without having the data of their documents. There are 2 high steps to enter the house on the ground floor even though there is another door facing the internal court without any steps (I have a problem with my leg). They put their laundry up to try in front of that door and window. There is a bad smell in the apartment. When I asked them for a map of Mostar they told me to go to a copy shop and get it printed there without telling me where to find one. We only found coffee shops when we went outside to explore the city. I complained booking.com about what happened. We never got an answer to our complain from booking.com. I am requesting a refund for the money that we paid for the tourist tax because it seems that they didn’t register us with the local authorities, for the freezer filled with undefined expired food, the damaged door of the fridge, the laundry in front of our window, the steps at the entry door that were not indicated in the description of the structure on booking.com, the lack of assistance, and for the damage from a ruined vacation. I want to remind you that I’m a Genius Level 2 member but after the way you dealed with my complains I won’t use your site again because I can’t be sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure. Kind regards, C. – Manuela Sbriglione

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. When I booked the room it was indicated that we had to pay the tourist tax directly to the property. I prepared the exact amount to give it to them upon our arrival only to find out that I had to pay online otherwise they wouldn't have given me the code needed to get the key from the key box. I had to pay 0,44 Euro extra to pay by card. That's not OK. I want that money back even though it is not much. I paid the rate for room directly to booking.com and there I wasn‘t charged anything for paying by card there. The booking was not refundable. I informed booking.com about what happened but they only asked me for the documentation (which I sent to them by email) without solving the issue. I want to remind you that I’m a Genius Level 2 member but after the way you dealed with my complains I won’t use your site again because I can’t be sure that the price of the accommodation stated when booking is accurate. Kind regards, C. – Manuela Sbriglione

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. When we booked two beds in the hostel, unfortunately we didn't see the age limit written at the bottom of the page because the information was apparently written after the suggestions of booking.com for other accommodation. We also had a technical problem with our laptop which was freezing and rebooting often. I have a physical disability and suffered some strokes in the past and every now and then need the help of my travel mate (my son). Staff informed me that I wouldn't be allowed to stay at the hostel because of my age. They wanted me to pay the whole sum anyway because it was my fault that I didn't read the small print and booked with them. They offered me to book an apartment instead for a higher price (50 Euros a night which they reduced to 90 Euros for 2 nights). I accepted only because I couldn't afford to loose all that money (around 74 Euros) and pay for another hostel. I felt blackmailed by the hostel staff. We really wanted to stay in a hostel and not in an apartment on our own because we like to get to know other people from around the world. I want the money back that they made me pay in addition to the price of the 2 hostel beds. We tried to contact booking.com right away (before traveling to Zadar) but only found out later that the messages hadn’t been sent and we had to send them from another page again. booking.com only answers that we could write a reference. We won’t get any money back. That’s not OK. As far as I know the host have had to find alternative accommodation for us and pay for it when he didn't host us. For us it would have been OK if the host had cancelled the booking free of charge. That didn't happen. Worse: the host asked us to pay a higher price for a worse accommodation or loose the money we were supposed to pay for the originally booked accommodation. Passing by the hostel we saw that the staircase is narrow and kind of round. That's not written in the description on booking.com. I wouldn't have been able to do those stairs due to my disability. Internet didn't work when we arrived in the apartment and the connection we got to use later was very slow and didn’t always work because it came from another room (that’s what the guy from the agency told us). Netflix didn't work either. There were only Croatian channels on TV. The lock of the main door has a problem and in the morning we couldn't get out. My son climbed out of the window and went to the agency to ask for help but nobody was there. Fortunately he got to open the door from the outside with the key. I have a problem with my legs and couldn't climb out of window myself. When we both took a shower in the evening, the water had a problem to go away and the bathroom got flooded. Even though we tried to dry it up with the towels, it was still wet in the morning so that I couldn't use the toilet without getting wet feet. At the end I peed into the shower holding onto the wall at the back of the shower (I have a stiff hip). I tried to take a picture of the situation but the problem was not visible on it so I deleted the photo. The cutlery is placed under the sink (where the dirty water discharge is). There is loud music in the evening. Somebody tried to enter the apartment in the evening a few times. Before our arrival we got 2 different addresses where to get the keys for the apartment. They also sent us information about trips… they offer. I was told from staff that we didn't have to pay any taxes but when I checked the receipt the taxes were stated clearly. It's not OK that I have to pay for a non refundable booking when the host refuses to host me in my booked accommodation. Booking had my card details and could take my money at any time. Otherwise we would have booked a different hostel and not paid Tequilia Hostels for a service that they didn’t want to offer me anyway. Booking.com did not let me write a review of the apartment but only for the hostel were we didn‘t stay. I am requesting a refund for the extra amount I paid and compensation because the internet connection (which we needed) did not work most of the time, Netflix didn’t work, the bathroom was not usable as it should have been, people tried to get into the apartment, the cutlery is collocated under the sink, there was loud music in the evening, the front door of the apartment was difficult to open, we got two different adresses where to collect the keys, the staircase at the hostel was not indicated in the description on booking.com, and for the damage from a ruined vacation. We complained to the agency when we left and later we saw that other clients of the apartment wrote the same things in their reviews. I want to remind you that I’m a Genius Level 2 member but after the way you dealed with my complains I won’t use your site again because I can’t be sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure. Kind regards, C. – Manuela Sbriglione

Good afternoon! I contacted you many times but you didn't resolve the problem. You only wanted to have the same information over and over again. I have a problem with my legs and might have a problem with my heart as well. The accommodation can be reached via a very steep road with no footpath. That was not written on booking.com. When I saw that road I worried how we would get down the hill again on departure day without loosing our suitcases down the steep road. We already had a problem taking the suitcases up that steep road and I had a huge problem walking up that road. My son had to hold on to both suitcases and he had to help me as well because I have a problem walking. When I asked on booking.com whether the accommodation could be reached by bus from the bus station, as I have problems with my legs, the only answer I got was that bus no. 3 goes to the area. We were not told where we had to get off. Unfortunately, we arrived at the bus station in Dubrovnik several hours late due to construction work, heavy traffic and a longer wait at the border between Montenegro and Croatia. We then saw by chance (when the bus passed) that bus no. 3 stops at 2 different bus stops around the long distance bus station and we had to wait 50 minutes for the next bus. We were also not informed about the existence of stairs between the accommodation and the bus stop which make access much easier and less dangerous. There is no light at the stairs. So they can't be used in the dark. The accommodation told me that there were stairs and slopes everywhere in Dubrovnik. However, we were told by locals that it was nowhere as extreme as where the accommodation was located. One person in the neighbourhood, that I asked where the place where we had to go was, wished me luck for the steep ascent. On the day of arrival, there was a note with my full name on the entrance door to the accommodation, which I find absolutely not OK. They didn't ask my permission to publish my full name anywhere. I would never have granted such a permission. They only send me a message though booking.com when we were already on our way by bus and didn’t have an internet connection. When booking an accommodation I have to indicate my real name and I expect everybody involved in the booking to keep my personal data private. It actually never happened to me before that a host published my name an a publicly accessible door. There were no teaspoons and breakfast knives in the room. The fridge was switched off, which we unfortunately did not notice immediately because we arrived late in the evening and we were very tired. We found out only the next morning and had to actually get the fridge out of the cupboard to plug it it. We had put food in it that needed refrigeration. When I book a room with a fridge I expect that it works when I arrive. There is neither a window nor ventilation in the bathroom. It stinks there. There was no contact with the landlords. They didn't ask to see our ID cards even though in Croatia tourists have to be registered. I complained booking.com about what happened. We never got an answer to our complain from booking.com. I am requesting a refund for the money that we paid for the tourist tax because it seems that they didn’t register us with the local authorities, for the fridge that was turned off at our arrival, the publishing of my full name on the main door of the structure, the smell of the bathroom, the lack of cutlery, the lack of information in the description on booking.com that the structure was only reachable by a lot of stairs or a very steep hill, and for the damage from a ruined vacation. I want to remind you that I’m a Genius Level 2 member but after the way you dealt with my complains I won’t use your site again because I can’t be sure that the description of the accommodation is accurate and the accommodation is made in a way one would expect from such a structure. I attach all the documents concerning this booking in my possession. Kind regards, C. – Manuela Sbriglione

HO FATTO 1 MESE DI ABBONAMENTO A UN PROGRAMMA DI CREAZIONE VIDEO MUSICALI NELLA LORO MAIL DI BENVENUTO HANNO CHIARAMENTE SCRITTO CHE SE NON FOSSI STATA SODDISFATTA CITO LE LORO ESATTE PAROLE: Se riscontri problemi o non sei soddisfatto dopo aver utilizzato MakeSong, non esitare a contattarci direttamente a questo indirizzo: Contatta l'assistenza support@makesong.com Offriamo un rimborso completo senza condizioni Non è necessario spiegare il motivo. AD OGGI NON HO RICEVUTO NESSUNA RISPOSTA E NESSUN RIMBORSO DI DOLLARI 59,90 , NE ALCUNA RISPOSTA ALLE MIE MAIL, HO INVIATO 4 MAIL. ALLEGO UN DOCUMENTO WORLD CON LA LORO MAIL E LA MIA RISPOSTA ALLA LORO MAIL DI SUPPORTO DOVE CHIEDO IL RIMBORSO.

Spett.le Booking.com, ho prenotato tramite il vostro sito un soggiorno a Cracovia dal 11 al 14 aprile 26 presso l'appartamento Heart of Cracow Old Town, al prezzo di € 290 . A seguito delle innumerevoli segnalazioni a Booking.com e all'appartamento stesso, vi riscrivo dopo aver ricevuto la comunicazione di un credito nel wallet Booking.com di 42 ztl (10 euro) a compensazione del disagio avuto dal soggiorno. Siamo stati senza acqua calda e riscaldamento per tutto il tempo del soggiorno, tentando fin dal primo giorno di far risolvere il problema dalla struttura, che aveva il numero di telefono indicato nella prenotazione non funzionante, per cui era solo contattabile tramite chat. A questa chat ha quasi sempre risposto l'IA che ha ripetuto per tre giorni la stessa nenia senza risolvere nulla e continuando a rimandare l'intervento di un tecnico. il 13/4 pomeriggio, non avendo ancora ricevuto il tecnico e ricevendo l'ennesimo messaggio che diceva che il tecnico sarebbe arrivato al più presto, ce ne siamo andati avvisando sia il vostro servizio clienti che la struttura. Il giorno precedente avevamo avvisato entrambi che dovevate provvedere ad una sistemazione alternativa per poterci almeno lavare! Nessuno ha risolto il problema e nessuno ci ha dato sistemazione alternativa per cui ci siamo spostati un un hotel per l'ultima notte, (hotel Santi prezzo pln 364) dove finalmente abbiamo potuto lavarci. Pertanto, oltre ad aver speso circa 300 € per il soggiorno prenotato su Booking.com, abbiamo pagato una notte in hotel. Il vostro servizio clienti è stato totalmente inutile perché i vostri operatori al telefono hanno continuato a scusarsi e dirci che avrebbero contattato la struttura per risolvere il problema, ma nulla è successo. Ho perso tempo prezioso e mi sono rovinata la mia vacanza di 4 giorni, telefonando e scrivendo messaggi su messaggi che sono rimbalzati sul muro di gomma della struttura e di Booking.com. La vostra assistenza è stata totalmente inutile e vi permettete di offenderci con un rimborso inesistente, un insulto a noi, vostri clienti (Genius peraltro) da anni. Il vostro customer care è totalmente inutile e solo di facciata. I vostri operatori non fanno altro che dire che si deve parlare con il fornitore del servizio, ma voi siete gli intermediari, voi avete un contratto con gli appartamenti e voi dovere intermediare anche i problemi, i reclami e i rimborsi, proteggendo i vostri clienti, ma non fate niente di tutto ciò. Abbandonate i clienti nelle mani del vostro fornitore! Mi aspetto rimborsi ben più consistenti e come annunciato, in mancanza di un riscontro entro 15 giorni dal ricevimento della presente, non esiterò ad adire le vie legali a tutela dei miei diritti. Rossana Lanna

Buongiorno, ho acquisto un voucher per ingresso termale per due persone ma Tantosvago non ha mai risposto alle mie richieste di prenotazione (né via mail né telefoniche). Considerando che l hotel mi aveva suggerito di prenotare a maggio, attendo una risposta quanto prima o un rimborso del voucher. Non è accettabile avere questo tipo di servizio senza nemmeno una risposta. Cordiali saluti Chiara

Spettabile Altroconsumo e Spettabile eDreams,vi scrivo per segnalare una pratica commerciale del tutto ingannevole messa in atto da eDreams e per richiedere la restituzione di una somma prelevata indebitamente.In data [02/05/2026], ho effettuato una prenotazione sul sito di eDreams. Durante il completamento dell'ordine, il sistema mi ha proposto di usufruire di uno sconto sul prezzo del biglietto attivando un periodo di Prova Gratuita del servizio "eDreams Prime". Ho accettato l'offerta e il sistema ha regolarmente elaborato l'operazione, inviandomi una conferma scritta di Prova Gratuita che conservo regolarmente. In questa fase, l'interfaccia non ha segnalato alcuna anomalia, né la presenza di presunti "account duplicati".Nonostante la conferma di gratuità, eDreams ha proceduto all'addebito immediato della quota dell'abbonamento annuale Prime pari a € [99]. Quando ho provato a chiedere spiegazioni, mi è stato risposto che non avevo diritto alla prova gratuita a causa di un precedente account, oppure che lo sconto fruito era superiore al costo dell'abbonamento (giustificazioni usate sistematicamente dall'assistenza per negare i rimborsi).Contesto fermamente questa condotta per i seguenti motivi:Mancanza di trasparenza: L'informativa sulla non spettanza della prova gratuita deve essere fornita all'utente prima della transazione e non a posteriori per giustificare un addebito a sorpresa.Uso di "Dark Patterns": L'Autorità Garante della Concorrenza e del Mercato (AGCM) ha già sanzionato eDreams proprio per l'uso di tecniche manipolative volte a legare sconti fittizi ad abbonamenti non trasparenti.Chiedo il supporto di Altroconsumo per pretendere da eDreams lo storno immediato della somma sottratta di 50 euro (somma erogata per il pagamento dello sconto del volo)e il riaccredito sul metodo di pagamento originale. Mi riservo in difetto di adire le vie legali e di procedere con la richiesta di chargeback presso il mio istituto bancario.