Hotels.com Four Points Flex by Sheraton Room Change Request Unanswered

On September 2, 2025, I, Zeynep Özdoğan, made a reservation through Hotels.com for a room accommodating five people at the Four Points Flex by Sheraton Çukurambar hotel. Within less than 24 hours, I decided to either cancel one of the reservations or change the room type. I immediately contacted Hotels.com customer service via live support to communicate my request. They assured me that they would get in touch with the hotel and provide a response soon. However, for 13 days, I was either told that they were 'waiting for a response from the hotel' or my messages were left unanswered entirely. Eventually, I called the hotel directly and learned that Hotels.com had not contacted the hotel at all regarding my request. Throughout this process, I did not receive any written document or reference number. No action was taken regarding my request, and there was no change or cancellation in my reservation. I kindly ask Hotels.com to promptly process my request for a room change or cancellation and resolve my issue. Due to the lack of communication and prolonged delays, I am reconsidering using this platform in the future.