Through Hotels.com, I made a reservation at Göreme Valley Cave House in Nevşehir Göreme for the dates February 13, 2026 – February 15, 2026, paying $160 by credit card (Reservation No: 72070483216966).
On February 13, 2026, at approximately 11:00 PM, we checked into the hotel and were shown to our assigned room. The moment we entered, there was a strong and unpleasant sewer odor in the room. The room was extremely hot, and even though we opened the window, there was almost no air circulation, causing breathing discomfort. In addition, the room was quite dusty and inadequate in terms of hygiene.
Despite our efforts to reduce the odor and ventilate the room, the smell and suffocating air did not improve at all. Due to these unacceptable conditions, we requested a room change. However, hotel staff told us the hotel was fully booked and that they could not move us to another room.
The following day, when we contacted the hotel again and explained the issue, we were told that the odor was simply a “cave smell.” However, the smell in the room was clearly a sewer or drainage odor.
Because of the unhealthy and uncomfortable environment, we were forced to leave the hotel around 1:00 AM the same night and stay at another hotel. In other words, we were unable to complete our stay at the property we had reserved.
When we requested a refund from hotel management, we were told to contact the booking platform. I then contacted Hotels.com customer service and submitted a formal complaint under my reservation number, explaining all the issues in detail. Despite the time that has passed, I have not received any response from either the hotel or Hotels.com, and no concrete solution has been offered to resolve my complaint.
Due to the unsanitary, foul-smelling, and uninhabitable room conditions at Göreme Valley Cave House—and the lack of support and resolution through Hotels.com—I have experienced significant inconvenience and financial loss.
Since I was unable to actually use the accommodation service, I request a full refund of the $160 I paid, as soon as possible. I also request that both the hotel and Hotels.com conduct a proper investigation into this matter and provide me with a written response.
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