Hotels.com and Nevali Hotel Canceled My Reservation Without Notice

I made a reservation for Nevali Hotel Şanlıurfa through Hotels.com approximately one month before my planned stay, using the Hotels.com website/app for dates in May 2026. The reservation was listed as pay at the hotel, and I received confirmation that the booking had been successfully completed.

However, when my family and I arrived at the hotel, we were shocked to learn that our reservation had been canceled by the hotel without our knowledge, consent, or any prior notification. Despite having available rooms at the property, the hotel refused to accommodate us under any circumstances and would not honor the confirmed reservation.

As a result, we were forced to accept accommodation at a significantly inferior hotel. This situation caused serious inconvenience and distress for my entire family. We had made our travel plans based on the confirmed reservation and reasonably expected that our room would be available upon arrival.

What makes this situation even more unacceptable is that both Hotels.com and Nevali Hotel acknowledged that a mistake had occurred. Despite recognizing the problem, neither party took any meaningful action to resolve the situation or adequately compensate us for the inconvenience and hardship we experienced. My family was effectively left without proper accommodation and had to deal with the stress and uncertainty of finding an alternative place to stay.

I believe both Hotels.com and Nevali Hotel share responsibility for this incident. A confirmed reservation should not be canceled without the guest's authorization, especially when rooms are still available at the property. The lack of communication, accountability, and effective customer support throughout this process was extremely disappointing.

I respectfully request that both Hotels.com and Nevali Hotel conduct a full investigation into this matter and accept responsibility for the disruption and hardship caused to my family. I also request appropriate compensation for the material losses, inconvenience, and emotional distress resulting from this experience, including any reimbursement or damages deemed appropriate to fully remedy the situation.

I expect a prompt response, a thorough review of what occurred, and a fair resolution that reflects the seriousness of leaving a family without the accommodation they had properly reserved and relied upon.