HalalBooking Charged Extra Despite Free Date Change Policy

I made a reservation through HalalBooking at Termal Tatil Köyü under Reservation No: 8602347. My original check-in dates were November 25–27, and I wanted to change them to November 26–28.

On HalalBooking’s mobile website, it was clearly stated that I had the right to “free cancellation and date change”, and I even took a screenshot of this notice. However, despite only wanting to shift my stay by one day, I was charged an additional ₺1,144 (≈ $27).

Moreover, I was forced to make this payment via credit card through the mobile site, as I could not reach anyone at either of the customer-service numbers (444 7393 or 0212 393 27 80). When I reached out by email, I was told: “You have the right to free cancellation and date change, but we must charge the price difference.”
This is contradictory — if a free change is promised, why should I pay an additional fee simply because I booked early?

Despite HalalBooking’s own statement that my booking qualified for free changes, I still had to pay extra. This has left me disappointed, especially since this was my first time using HalalBooking.

I request that my early-booking rights be honored and that the ₺1,144 additional payment I was charged be fully refunded. I expect my grievance to be resolved promptly.