Hotels.com Confirmed My $73 Booking, but the Hotel Had No Record
I made a reservation through the Hotels.com app for Ramada Hotel Sivas for August 22, totaling $73. The app confirmed that my booking was approved and processed.
However, when I contacted the hotel directly, I learned that there was no reservation under my name and that the hotel was fully booked. When I tried calling the phone number provided for Hotels.com customer service, I was informed that the number was out of service, leaving me with no support or representative to speak with.
Having a booking displayed as confirmed when the hotel has no record of it—combined with completely unreachable customer service—has caused me significant trouble. I demand that this issue be resolved immediately, either by honoring the booking at another accommodation or issuing a prompt, full refund of my $73 payment.
Dear Ms. Şule, We have learned that you made a reservation for 3,500 TRY on August 22 through the Hotels.com app at the Ramada Hotel in Sivas and that you received confirmation. However, we are very sorry to hear that the reservation does not exist at the hotel and that you were unable to reach customer service. We understand that this situation has caused you inconvenience and we sincerely apologize. In response to your complaint, we have immediately launched an investigation. We are checking whether your reservation was correctly recorded in our system and are contacting the hotel to make the necessary corrections. If deemed necessary, we will take the steps to ensure your stay at the hotel or to refund the full amount of 3,500 TRY you paid promptly and completely. Before contacting the hotel, please note that because your reservation was made with the “pay at the property” option, the payment is collected by the property. In order for us to request a refund from the hotel, we kindly ask you to send the payment receipt, which allows us to view the payment collected by the property. We apologize again for the inconvenience you have experienced and thank you for your understanding and patience. Sincerely, Customer Service Team
