Hotels.com Charged Me but the Hotel Cannot Find My Reservation

On March 28, 2026, I made a reservation through Hotels.com for a stay at Swandor Palace Topkapı from September 1–5, 2026, under the name O****** Ç*****. The reservation was paid in full with a single credit card transaction totaling approximately $1,484.

Following the purchase, I received a confirmation email from Hotels.com containing travel itinerary number 72072676634961, which indicated that my reservation had been successfully completed.

However, when I later contacted the hotel directly to confirm my booking details, I was informed that they could not locate any reservation associated with the itinerary number provided by Hotels.com. According to the hotel, there was no corresponding reservation in their system, despite the fact that my payment had already been processed and I had received a confirmation email.

After discovering this issue, I attempted to contact Hotels.com for assistance. I repeatedly called the customer service number 00800 4488 21698, but I was unable to reach a customer service representative. Because I could not connect with a live agent, I have received no support, clarification, or resolution regarding the status of my reservation.

This situation has caused significant concern because I have already paid for the accommodation, yet the hotel has no record of my booking. As my travel dates approach, I am increasingly worried that I may arrive at the property only to find that my reservation does not exist.

I request that Hotels.com urgently investigate this matter, contact Swandor Palace Topkapı directly, and ensure that my reservation for September 1–5, 2026, is properly registered and confirmed in the hotel's system. I also request written confirmation that my booking is valid and that my accommodation has been fully secured. If the reservation cannot be honored, I expect an immediate explanation and a full refund of the amount paid.