Mrs. Marlena booked a stay in Dubrovnik using an offer available on a popular Netherlands platform. In her reservation, the consumer indicated the number of people and their dates of birth. The cost of the stay amounted to nearly 1000 EURO. During the last day of her Croatian vacation, the property owner informed her that the payment amount had changed. The platform had mistakenly applied a discount for a child. Mrs. Marlena had to pay the price difference. She couldn’t understand why there were suddenly issues with the reservation, as she had provided the exact dates of birth of the participants during the booking process. The cost of the stay increased by almost 400 EURO!
Mrs. Marlena was unable to communicate with either the property owner or the booking platform. She sought assistance from ECK Poland, which, together with ECK Netherlands, took up her case. Through their joint efforts, the booking platform refunded the overpaid amount, which was 400 EURO.