Enygun.com Booking Error - Paid for 4 Guests, Hotel Only Accommodates 2
On March 7, 2024, I booked a 1-day stay at the Izmir Mövenpick hotel for 2 adults and 2 children through the enuygun.com website. At the entrance of the site, I wrote down the date, hotel, number of people, and even the ages of the children. I chose the hotel that was suitable for the price, went ahead, and paid. When I looked at the voucher afterward, I noticed that there was accommodation information for only 2 adults, so I contacted the company. The company does not accept the error caused by its own website. I requested that my reservation be adjusted by giving the difference. They state that they cannot do it due to a systemic situation. I called the hotel, and they said that they could not intervene because it is an online reservation. I have been victimized by both the hotel and enuygun.com.
Hello, First of all, we are sorry for the experience you had. Your feedback is being reviewed by us. We will be in touch with you as soon as possible. Thank you for your valuable contributions and your interest in our services. Best regards, The Enuygun Team
I was called by your call center, but I didn't have my phone with me. When I called back, I was informed that they would return my call. I kindly request your callback.
Hello Ms. Selma, First of all, we are sorry for the experience you have had. All preference and information fields in our system are filled out by our users. Due to system rules, we do not have the right to make changes to the reservation date, time, room and number of people, or guest information. However, we display your reservation information on multiple pages and request your confirmation on the final page. The reservation rules are determined by the facilities. As an intermediary institution, we do not have any initiative regarding the reservation rules set by the hotels. We are not decisive in this matter, nor can we make changes afterward. As we stated in our Terms of Use before the reservation confirmation; Enuygun.com is only an intermediary service provider and cannot accept responsibility for potential disputes between the user and the hotel where the reservation is made, for disruptions or absence of the services they offer, or for transactions that may occur after a reservation is made through Enuygun.com. Enuygun.com’s customer service aims to finalize requests in accordance with the policies and rules of the relevant hotels, and does not have the initiative to fulfill users' arbitrary cancellation/refund/change and similar contract-violating requests. We would like to reiterate that the situation you experienced is not caused by Enuygun, and we wish you a good day. Best regards, Enuygun Team
