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.