Ali & Saleem
Legal Co.
Sarmad Saleem
Attorney at Law
COMPLAINT/DEMAND LETTER
To,
Booking.com Ltd, Booking Holdings Inc
Address: Herengracht 597 Amsterdam, 1017 CE Netherlands
SUBJECT:
Memo,
I wish to bring on record the details of my client’s complaint with your company and
reservations associated thereof and seek payment of extra amount to secure
accommodation and compensation for mental agony owing to your negligent and
unprofessional behavior.
Succinctly, my client booked a hotel namely Alraqi plaza hotel As Sulimanyyah, Al
Kandamah , Makkah, 24231, Saudi Arabia for One bedroom with five beds, from your
company with booking No. 3755018822 with check in date 28.03.2023 and check out date
04.04.2023 for 5 adults for £800. The hotel’s reservation was under name of Rashida
Khaliq. The booking was confirmed. However, when my client along with his family
landed in Saudi Arabia, came to know that the hotel, which was booked through your
company had been shut down some two years ago. Which landed them in a fix, as they did
not have any alternatives. Consequently, they had to make alternative arrangements to stay
and suffered financial losses as well as mental agony.
My client along with his family travelled on 28 th March 2023 and landed in Saudi Arabia
same day. Thereupon, straightway proceeded to their booked hotel under the impression
that a cosy room was available for their stay; however, on reaching at the place, could not
locate the booked hotel and room. Thereupon on inquiring came to know, that the hotel
was shut down some two years ago from their arrival. Owing to closure of hotel and non-
availability of any accommodations nor any arranged by you thereupon, my client did not
have any accommodation to stay for 48 hours. My client thereby contacted you for
multiple times for 48 hours however, you did not respond properly and kept ending their
calls. Thereupon, my client along with their family along with children were forced to look
for alternatives and had to spend extra money in sum of approximately 2100 pounds to
arrange alternative accommodation alone.
Along with financial losses, the primary concern is, my client’s family did not enjoy the
vocations which they meant for peaceful purposes. Together with paying extra money for
accommodation, they had to go through metal agony and sleepless nights, just because of
your negligent behavior and unprofessional attitude. My client along with his family
suffered psychological distress and mental stress. They found themselves between devil
and deep sea and nowhere to stay or go. They had to keep themselves at mercy of luck in
terms of food and accommodation. There was no one to help them out in this crunch.
When my client contacted you in this regard, firstly there was no satisfactory response,
however, now are you are ready to compensate them for 25 Pounds for your negligent
behavior, which my client is unwilling to accept considering the financial loss, that they
went through and uneasy circumstances, they faced with. Albeit, your admission to pay the
compensation tantamount to conceding statement of acceptance of your liability in this
regard.
In a nut shell, my client through this letter, have brought up the matter before you, so you
can take up the issue and handle it accordingly. The reasons for committing every detail of
event to words is to convey my dissatisfaction regarding the services and unprofessional
attitude towards the customer/my client. My client wishes that the difference amount of
what was paid extra to secure accommodation is refunded back to my client. Along with,
for causing mental agony and psychological torture, you are also directed to tender an
apology and also compensate in sum of 2500 Pounds to my client.
However, in case of no response or non-reimbursing of difference amount and
compensatory amount, my client shall be at liberty to seek for legal actions involving
seeking legal remedy before the Ombudsman as well as civil cases and you would be
responsible for actual costs, compensatory costs, damages and attorney’s fees.
Sincerely,
Through Attorney at Law
Sarmad Saleem
Dated: 29th April 2023
