Hotels.com Charged Me Despite Pay-at-Hotel Option and Still Hasn’t Refunded Me

I made a reservation through the Hotels.com app using the "pay at hotel" option. Even though I chose to pay at check-in, the full amount was immediately withdrawn from my account. Later, I canceled the reservation within the free cancellation window, which was supposed to guarantee a full refund.

It’s now been over 30 days, and I still haven’t received my refund. I’ve contacted both Hotels.com and the hotel itself. Hotels.com blames the hotel, while the hotel says it’s the booking platform’s responsibility. No one is taking ownership, and I’m stuck in the middle with no clear answer and no money back.

If you advertise free cancellation and offer a pay-at-hotel option, customers should be able to trust that. Instead, I’ve been misled, charged unfairly, and ignored for over a month.

I demand a full refund immediately. This delay is unacceptable, and I will escalate the issue if necessary. Someone must take responsibility and resolve this now.