Hotels.com Free Cancellation Filter Led to Non-Refundable Booking

On October 23, 2025, I made a reservation through Hotels.com for the hotel Wyndham Garden Munich Messe for my family of three, with check-in on December 8, 2025 and check-out on December 12, 2025. While searching, I specifically selected the “free cancellation” filter, and because the reservation appeared as cancellable in the system, I completed the booking with confidence. An amount of $1,016 was charged to my credit card.

However, when I attempted to cancel the reservation on November 24, 2025, I was shown a message stating that only 10% of the payment would be refunded, while 90% was non-refundable.

Because of this contradiction, I contacted Hotels.com customer service and was told that I needed to resolve the issue directly with the hotel. After speaking with the hotel, I was informed via email that they would not allow the reservation to be canceled. As a result, I was left without a resolution from either Hotels.com or the hotel.

I do not find it fair that despite selecting the reservation specifically using the “free cancellation” filter and making my payment based on that information, I later encountered a condition stating that 90% of the payment was non-refundable. I am requesting a full refund of the $1,016 charged to my credit card for reservation number 72067429004994.