Hotels.com Charged Me Far More Than Other Sites for the Same Hotel

I made reservation number 72075537430997 through Hotels.com for a stay at Sianji Well-Being Resort in Bodrum from June 17, 2026, to June 20, 2026. After completing the booking, I discovered that the same hotel and stay dates were available on another travel platform for approximately $1,339, while Hotels.com charged me approximately $1,728 for the reservation. This resulted in a significant price difference that I believe should be reviewed.

After making the reservation, I attempted to update the number of guests and, if necessary, request a cancellation or refund. During this process, I was informed that the entire amount I had paid would be charged as a cancellation penalty. While trying to update the occupancy details, the system attempted to collect additional payment from my card. Although my card was charged four separate times for the price difference, the system still failed to complete the guest update and repeatedly attempted to charge me again.

Throughout this process, I was unable to reach a live customer service representative. The only support available was through an AI-powered assistance system. Unfortunately, instead of resolving the issue, the system appeared to increase the quoted price and failed to provide a practical solution. The lack of human support made it impossible to properly address the problem or receive clear information about the failed transactions.

I believe I have been negatively affected by both the non-transparent pricing and the unsuccessful payment attempts during the guest update process. As a customer, I expect booking platforms to provide accurate pricing, reliable reservation management tools, and accessible customer support when problems occur.

I request that Hotels.com review the substantial price difference between the amount I paid and the lower rate available elsewhere and refund the difference if appropriate. In addition, I request the immediate reimbursement of any duplicate, excess, failed, or incorrectly processed charges made to my card during the guest update attempts. I also ask for a detailed written explanation regarding the payment attempts and why the reservation modification process repeatedly failed.