Hotels.com Cancelled My Hotel Reservation and Increased the Price

On July 17th, I made a reservation for one room at Cooks Club Adaköy through hotels.com. I selected the option to pay 10,000 TL upon reservation and payment at the hotel. The confirmation email did not mention any charges. During check-out, they demanded 412 euros for the room. When I mentioned the 10,000 TL charge, they said they would check the system. I waited for 10 minutes, paid to avoid being late for the airport, assuming I could resolve the issue later with the hotel or hotels.com. However, neither the hotel nor hotels.com resolved the situation.

Hotels.com claims they can't assist without a screenshot showing the 10,000 charge, even though my reservation only shows a payment of 412 euros. Due to their update, I can't see the initial payment, putting me in a position of being accused of lying. Additionally, the same room is now listed on their site for 11,100 TL, even less than my paid amount of 412 euros (12,300 TL), which they refuse to accept. The hotel, despite evidence on their site, has been delaying resolution for three days, citing exchange rate differences, without making any progress. Both companies' attitudes are unprofessional and highly distressing. When facing issues with the hotel, there is no system in place to support the customer, even when justified.