Hotel Rejects $66 Booking After Hotels.com Customer Support Fails to Help

Dear Ms. Meltem, We would like to provide an update regarding your request to contact the hotel for reservation number 72078228020934 to inquire whether a refund can be made. Unfortunately, your refund request was rejected by the hotel. They adhered to their own policy, stating that your reservation is non‑refundable and no exceptions are permitted, and therefore they cannot approve a refund. Our records show that the cancellation was processed through our system one day before the scheduled check‑in date at your request. According to our logs, your reservation was confirmed and the travel program number 72078228020934 was already generated. No issues were detected by Hotels.com concerning the reservation, and had you contacted us before canceling, we would have reached out to the hotel on your behalf to verify the reservation details. However, because you cancelled without contacting us, the refund must be approved by the hotel. Since the property did not accept the refund request, we are unable to initiate a refund. We understand how disappointing this is. We always advocate for greater flexibility for our guests, but some properties have strict cancellation policies, and there is nothing more we can do in this situation. If you have any further questions, please feel free to contact us; we are sorry you had to experience this and regret that we cannot assist you further. Sincerely, Customer Service Team