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Marco Melotti (CS Global)
22 aug 2025 10:01 CEST
Dear Testaankoop,
We write you in regards to the claim with your reference about Noel Naessens.
We would like to inform you that after investigation in our system we reject the claim in its entirety.
The guest has indeed made a reservation with the following email address and phone number:
naessens.nl23@gmail.com
+32 486 33 70 94
This was a reservation with dates 25-27 of May 2025 in Elsene, Belgium at the property Merjay Garden Residence for a total of exactly 954 Euro which was paid with the consent of the customer and charged on their payment method as chosen by the customer.
There is a chance that the customer made a typo in the email address as it result in not receiving the email confirmation, but indeed the reservaiton has been made by them in all certainty. Also, there is no trace of the customer attempting to contact our customer service to solve the issue.
We as Booking.com are merely the facilitators of this reservation and transaction and the payment goes directly to the property. If the customer wishes to insist with their claim they need to contact the property themselves or their bank.
best regards,
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Marco M.
CS Senior Relations Specialist
Booking.com Customer Service Center (Netherlands) B.V.
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