Hotels.com App Glitch Canceled Our Booking at Check-In and Left Us Stranded
I made a reservation through Hotels.com for Huzur Bungalow in Rize for August 8 at 9:00 PM. Although the exact guest count was clearly displayed in the app, when I arrived to check in, the hotel staff claimed our party was too large, refused to let us in, and stated they had immediately canceled the booking. They blamed Hotels.com, claiming it was a system error on the app's end.
They showed me on their screen that the reservation was canceled, but the cancellation never reflected in my Hotels.com app, nor did I receive any notification. I traveled all the way from Yalova to Rize for this stay, and because of this unannounced, last-minute cancellation, I was forced to incur extra lodging and transportation expenses to find a replacement hotel.
I demand a full refund for my original booking payment, as well as reimbursement from Hotels.com or the property for all additional costs incurred due to this ordeal. Furthermore, I request a formal written explanation after an investigation into this system issue so it does not happen again.
My stay at Huzur Bungalow in Rize, reservation number 72077762613105, resulted in the hotel staff saying there were too many people, refusing my entry and canceling the reservation. The cancellation was not shown in the Hotels.com app and I received no notification, which caused additional accommodation and transportation costs. I am requesting a refund and compensation for these expenses.
Dear Mr. Muttalip, We are very sorry for the trouble you experienced during your stay at Huzur Bungalow in Rize and for the extra accommodation and transportation costs you had to bear due to the last‑minute cancellation. We fully understand the inconvenience this has caused you and sincerely apologize. In line with your request, our relevant teams have contacted the hotel officials and asked them to waive the fee, and the hotel has, as an exceptional measure, waived the fee. It has been recorded that the refund process was initiated on August 8, 2026, and our team has also informed you that the credit you requested was added to your account on August 27, 2027. Thank you for your understanding. If you have any further questions, please do not hesitate to contact us through this platform. Sincerely, Customer Service Team
