Hotels.com Confirmed Our Booking at a Hotel Closed for Renovations
We booked a stay at the Old City Diyarbakir Hotel through Hotels.com for August 21–23, paying in full about 20 days in advance. When we arrived at the hotel today, we discovered it was closed for renovations and out of service. Despite this, when we called Hotels.com around noon to confirm the reservation, they explicitly assured us that the hotel was open.
Neither Hotels.com nor the hotel management provided us with any advance notice. As a result, three women are now left stranded in Diyarbakir, facing serious hardship trying to find alternative lodging.
Because of this, I demand a full refund for this unusable booking, as well as a clear apology from both Hotels.com and the hotel for the misinformation and distress caused. I request an urgent investigation into this matter and a prompt resolution to our issue.
Dear Ms. Hilal, We were truly saddened to learn that you had planned to stay at the Old City Hotel in Diyarbakır from August 21-23 via Hotels.com, that you had made a prepaid payment about 20 days ago, and that you experienced significant inconvenience upon learning that the hotel was closed due to renovations. We sincerely apologize for this negative experience. Our top priority is to refund your payment in full and address the inconvenience you faced. The refund was processed on September 2, 2026. We anticipate that the refund will be credited to your account within 7-14 business days. We thank you for your understanding and patience during this process, and we want you to know that we will take the necessary measures to prevent such a situation from happening again. Sincerely, Customer Service Team
