HalalBooking No-Show Dispute Led to Double Payment
In November 2025, I made a reservation via HalalBooking.com for Modern Saraylar Hotel in Alanya / Antalya for 2 adults and 2 children for the dates 06–10 June 2026 and paid ₺26,840 under reservation number 3965939. Due to my busy work schedule, I mistakenly kept the dates in mind as 10–14 June, and I went to the hotel on 10 June with my family. I learned at the hotel entrance that my reservation dates were actually 06–10 June. In order not to be left stranded with two small children, I was forced to pay a second time and the hotel charged me an additional ₺36,500 to check in. In total, ₺63,000 was collected from me for 4 nights. Despite the fact that I did not check in on the actual start date of the reservation, 06 June, neither HalalBooking nor the hotel called me, nor did they send any SMS or e‑mail notification about my no-show or the risk of losing my reservation. The most painful part is that starting from 06 June I was officially on leave for one week and would have been able to travel that very day. If I had been called on 06 June in accordance with the duty of care and honesty expected from a professional merchant, I could have set off immediately and checked into the hotel the same evening, completely preventing this severe financial loss. The lack of any notification caused my damage to grow significantly. When I reported the situation to HalalBooking, they avoided any responsibility by simply stating that they had “no obligation to call”. I have already submitted my applications to the Consumer Arbitration Committee based on the Consumer Law and unjust enrichment provisions. I request that both HalalBooking and Modern Saraylar Hotel remedy this grievance by refunding or offsetting the amount of the first reservation payment and preventing them from unjustly retaining a total of ₺63,000 for the same 4‑night stay.
Dear Sir/Madam, Your response that was sent to us has been reviewed. Your company's claim that "you reached us on June 16, the delay process negatively affected" does not reflect the truth at all and is merely an attempt to evade responsibility. I, as a father of two small children, called your agency by phone on June 10, 2026, the very first moment I experienced this hardship, while still at the hotel door. Due to technical insufficiency and congestion in your systems, I waited 25‑30 minutes, even to be connected to a customer representative, but no one answered the phone on your side. As a family father helplessly waiting at the hotel door with two small children, I could not expect your company to answer the phone for hours, so I was forced to accept the hotel's exorbitant conditions. The communication that could not be established on June 10 due to your system being unreachable is entirely your service fault. I request the examination of your call center records dated June 10, 2026 (including calls that were kept waiting and not answered) and the sharing of the call logs from my phone number with me, to be submitted to the Consumer Arbitration Board file. This process officially proves that your agency both violated the reporting obligation by not calling me on June 6 and was unreachable when I was left at the door on June 10. The matter will be decided before the Consumer Arbitration Board with these evidences. For your information. Hasan E***
Dear Guest, The feedback you submitted has been carefully reviewed. First of all, we would like to provide information about our call center service processes. As indicated on our website, our support line operates during business hours, and our average response time is approximately 2 minutes. During peak periods, this time can extend up to about 5–10 minutes at most. All calls are queued and processed through the system to be answered as quickly as possible. Our response time starts counting from the moment the call enters the connection queue. Furthermore, if you contact us and request an official investigation, the call recordings and system logs for the relevant date and time range can be examined in detail. This process can be initiated upon your request, and the necessary checks can be performed. Even in the event that a call cannot be connected, we actively provide our guests with options to “Contact customer service” or send an email through their reservations. You can always reach us through these channels as well. However, the evaluation of your specific case is conducted within the framework of the hotel's reservation and cancellation/refund policies. We regret to inform you once again that, as a result of the discussions, the hotel has not accepted the refund request. Therefore, a refund cannot be processed. Thank you for your understanding. Should you have any other request regarding the process, we would be happy to assist. Sincerely, The Halalbooking Team
