Parties involved: A consumer and the apartment owner, a trader registered in Denmark. The booking platform through which the reservation was made was also involved in the case.
Service purchased: A two-night apartment booking for five people, costing EUR 191.
Problem: Upon arrival, the consumer was unable to access the apartment. No one arrived to let her in or arrange check-in. She was under the impression that the owner was unaware of the booking. As she was unable to use the accommodation she had reserved, the consumer had to find alternative accommodation.
The consumer requested a refund of EUR 191 for the unused booking, as well as reimbursement of additional expenses amounting to EUR 36 for motorway tolls and EUR 48 for travelling to the alternative accommodation.
Neither the booking platform nor the apartment owner accepted responsibility for the situation.
How the case was handled: The consumer contacted ECC Poland for assistance. The case was handled in cooperation with ECC Denmark, as the apartment owner was a Danish trader.
The trader requested evidence that the consumer had attempted to make contact to gain access to the apartment. The consumer provided her phone call records and the content of her SMS messages.
The trader explained that the contact telephone number provided by the booking platform was incorrect. In light of these circumstances, the trader reconsidered its position and agreed to refund the full amount paid for the booking.
Outcome: The case was resolved amicably. The consumer received a full refund of EUR 191 for the booking.
