Hotels.com Charged Me Extra ₺5000 at Check-In for a Room I Already Paid for

I booked a 2-night, 3-day stay for two people at Montebello Resort in Fethiye through Hotels.com for July 20, 2025, under the names S**** Ç****** and E*** Ç******. We completed the full payment online in advance and arrived at the hotel expecting a smooth check-in. However, when we got there, the staff refused to let us into the room unless we paid an additional ₺5000, claiming the reservation was for one person only.

We had no idea there was any issue until arrival. The hotel staff placed the blame entirely on Hotels.com, telling us it was their mistake and that we should "take it up with them." To make matters worse, Hotels.com has no working customer service number we can reach, leaving us completely stranded.

We are now stuck at the hotel, unable to access the room we’ve already paid for, being asked to pay even more for a mistake we did not make. This is absolutely unacceptable. I demand that Hotels.com immediately investigates this issue, contacts the hotel, and ensures that the additional ₺5000 charge is waived or refunded. We trusted your platform for a stress-free vacation, not to be exploited upon arrival. Fix this now.