Conte
couple · Jun 2026
Subject: Request for Refund – Misleading Property Location (Casa Mango, Tulum) Dear Booking.com Customer Support, I am contacting you regarding a reservation we made some time ago at Casa Mango in Tulum. We selected this property primarily because of its advertised location in central Tulum, which was an important factor in our decision. Upon arriving in Tulum, we contacted the property to request directions from the airport. At that point, we were provided with a different address from the one originally listed in our reservation details. When we searched this new address on the map, it appeared to be approximately 20 kilometers away from the location that had been advertised and that had influenced our booking decision. Due to the significant discrepancy in location, the confusion caused by the conflicting information, and the circumstances of our arrival during extremely hot weather with heavy luggage and no transportation arranged, we felt unable to proceed with the reservation. As a result, we had to secure alternative accommodation at our own expense. We were also concerned by the way the situation was handled. The person responsible for communicating with us did not acknowledge that incorrect information had been provided and instead attributed the issue to an employee's mistake. This response further reduced our confidence in the booking and in the property's management. Given that the property's actual location appeared inconsistent with the information on which we based our reservation, we respectfully request a full refund of the amount paid. We would appreciate Booking.com's assistance in reviewing this matter and helping us reach a fair resolution. Thank you for your attention and support. Kind regards, Bruni Conte