Missing Confirmation Code Blocks Hotels.com Guest from Canceling $210 Booking
On September 4, 2026, at 18:38, I made a booking from Kocaeli, Turkey, via Hotels.com (through Expedia Travel) for Mardin Beyt Merin Konağı, covering the dates of January 25, 2027 to January 28, 2027. A total payment of $210 was charged directly to my account without sending me any confirmation code.
When I attempted to modify the dates or cancel the booking afterward, the system blocked me entirely. Despite multiple attempts through both the website and the AI assistant, no solution was provided, and I could not even access any details regarding the hotel/property itself.
When I called customer service at 0080044821698, I was unable to connect to a live representative. Every attempt routes to an automated system requiring the confirmation code generated at the time of purchase. Because no confirmation code was ever provided during my booking, I am unable to enter this information, prompting system errors for missing information and blocking transfer to an agent.
Finding zero recourse through both online channels and phone support, along with being blocked from accessing my basic booking details, has severely damaged my trust. Because I am unable to communicate with customer service representatives or utilize the service, I demand the cancellation of this reservation and a full refund of the $210 payment made.
Furthermore, I strongly request that you review the provided screenshots of these technical and communication failures to identify the system errors, and implement necessary improvements to prevent similar grievances from recurring.
