weigering terugbetaling

beste, tijdens mijn laatste verlof heb ik twee betalingen gedaan voor een boeking van een hotel zonder dat er ooit een reservering door booking.com is gemaakt. Ik heb bijgevolg die avond een derde boeking moeten doen in een ander hotel. Een van de twee stortingen heb ik teruggekregen, de tweede echter niet ondanks ik misschien wel tien keer telefonisch contact heb gehad met hen en ze beloofd hebben om het bedrag terug te storten. Na vier maand is er nog steeds niets gestort.

------------------------------------ Angela A. (CS Global) 26 jan 2026 14:20 CET Your Reference: Our Reference: - Dear Chris Servranckx, Further to your email dated 22 January 2026, we regret to learn of your continued dissatisfaction with our previous response. However, we confirm that our position has already been clearly explained and remains unchanged, as set out in our official reply of 20 January 2026. As per our records, the transaction relates to booking reference 5453620697. When the booking was made on 28 August 2025 at 20:19, the following email address was provided by your during the booking process: chris.servranckxx@gmail.com; The confirmation email has been forwarded to cse@tucrail.be for your records. Kindly be informed that as per Clause A18. Limitation of liability of our terms and conditions: [...]1. To the extent permitted by mandatory consumer law, We’ll only be liable for costs you incur as a direct result of a failure on our behalf. This means, to the extent permitted by law, We won’t be liable for (e.g.) any: - Indirect loss or indirect damage - Inaccurate information about a Service Provider - Product, service or action of a Service Provider or other business partner - Mistake in an email address, phone number or credit card number (unless it’s our fault) Please be reminded that it is always the customer's responsibility to ensure all booking details are correct and correspond to what they want to book. This includes, for example, the type of accommodation, its facilities, the dates of stay and most importantly the email address used to book. We are not responsible or liable for (and have no obligation to verify) any wrong or misspelt email addresses or names. For the reasons outlined above, we fully and expressly deny any liability and reject the claim in its entirety, including any amounts claimed. Kind regards, Angela A. CS Senior Relations Specialist Booking.com Copyright © 1996–2026Booking.com. All rights reserved This e-mail was sent byBooking.com, Herengracht 597, 1017 CE Amsterdam, Netherlands [12Z1D5-2349P]