Hotel Refuses Reservation Change, No Cooperation with Hotels.com

I made a non-cancelable reservation through Hotels.com for accommodation at Onal Taş Konak from July 21, 2023, to July 23, 2023. Due to breaking my leg during an activity last night, I explained that I wouldn't be able to use this reservation and requested assistance from them to make a date change.

They informed me that I should handle this process with Hotels.com, but if it were up to them, they would assist with the date change. When I contacted Hotels.com, customer representatives assured assistance. They also mentioned that to finalize the date change, they needed to reach the hotel owners I initially spoke to and obtain their approval. However, they later informed me that they couldn't obtain approval.

I contacted the hotel owners again, and they claimed that no one had contacted them, accusing Hotels.com representatives of lying. In subsequent conversations, they held us responsible because we didn't make a reservation directly with them or through the other affiliated company. They insisted that we should resolve the entire process through Hotels.com. However, Hotels.com representatives stated that obtaining the hotel owners' approval was the final step for a date change but claimed they couldn't reach them.

In my final conversation with the hotel owners, although they could easily contact Hotels.com to resolve my grievance and provide a simple approval for a date change, they refused to do so. They expressed their dislike for Hotels.com, stated they wouldn't renew their agreement with them, and firmly declared they wouldn't cooperate any further and didn't want to discuss the matter with me. In this situation, the lack of communication efforts between the two companies has left me as the victim.