Hotels.com Denies $1,500 Refund After Sudden Medical Emergency

We booked a non-refundable, 4-night reservation at Radisson Cesme through Hotels.com for August 3–7, 2026. However, due to a sudden medical emergency that required surgery for my spouse, we were completely unable to travel. Despite this being an urgent, unpredictable medical issue, we are left out of pocket for our $1,500 payment.

We contacted both Hotels.com and the hotel directly. The hotel directed us back to Hotels.com because we booked through the app. Meanwhile, Hotels.com has been giving us stalling responses for nearly two weeks, saying "we forwarded this to the hotel and will get back to you," without offering a concrete solution or resolving our refund request.

I am requesting a full refund of the $1,500 paid for this stay—which we missed due to a medical emergency—or a travel credit/voucher of equal value to make up for our loss. We can provide medical reports and official documentation upon request, and I expect this extraordinary situation to be taken into account.