I booked a Comfort Twin Room through Hotels.com for one night at Stargate Hotel & SPA in Körfez, Kocaeli for April 25–26. A few hours after booking, due to concerns raised by our families over recent earthquakes, we decided to cancel the reservation. However, our cancellation request was denied, citing a no-refund policy. Since we couldn’t get a refund, we decided to proceed with the stay.
When we arrived, we wanted to upgrade to a Jacuzzi room to celebrate my spouse’s birthday. To our surprise, we learned for the first time that SPA services were not included in the accommodation price — they were separately charged. We were also informed that we needed to book an appointment in advance for SPA access. Had we known this earlier, we would have booked just a SPA appointment instead of paying almost ₺5000 for a room.
The hotel conditions were also unacceptable:
Electrical outlets did not work.
Refrigerators didn’t cool properly.
We were denied basic requests like ice.
Bedsheets were dirty with hair and lint.
Chewing gum was stuck to the bed headboards.
When my spouse tried to discuss these issues with the front desk, requesting a refund within the first hour of arrival, they refused. The front desk staff, identified as Mr. A******, even denied our interaction later when Hotels.com representatives followed up, claiming they had no record of our complaint despite our clear attempt.
This entire experience was incredibly disappointing. I am requesting a full refund for this unacceptable booking. I have attached all the related payment receipts and my communications with Hotels.com and the hotel itself. I expect my complaint and my rightful demand for a refund to be taken seriously and resolved promptly.
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