Hotel Turned Me Away After Hotels.com Took My $63 Payment
I booked a one-night stay at the ZS Gordion Hotel in Polatli, Ankara under the name Duran Yadigar through Hotels.com for August 17–18, 2026, for a total of $63, paying upfront with my credit card. My reservation was marked as confirmed in the system, and the charge posted to my credit card statement.
When I arrived at the hotel on August 17, 2026, at around 7:30 PM, the front desk staff turned me away, stating they "have no agreement with Hotels.com" and refusing to let me check in. Even though my booking was confirmed and my payment was processed, I was denied entry and could not use the accommodation at all.
As soon as I was turned away, I immediately contacted Hotels.com via email, but none of my messages received a response, and no explanation was provided. I am now left with a $63 charge on my credit card statement for a room I was never permitted to use.
I demand a full refund of the $63 charged for this unused stay credited back to my credit card as soon as possible, along with a formal written update on the matter.
Dear Mr. Duran, We sincerely apologize for the inconvenience you experienced with your reservation made through Hotels.com and the resulting financial loss. We have carefully reviewed the fact that, despite your reservation for the Gordion Hotel in Polatlı amounting to 3,051.75 TRY for the dates August 17‑18, 2026 appearing as confirmed in our system, you were unable to check into the hotel and your reservation was not used. It is shown that the refund process for your reservation was initiated by our team on August 21, 2026. We thank you for your patience and understanding, and we would like to assure you that we will strengthen our processes to prevent a similar situation in the future. Sincerely, Customer Service Team
