Hotels.com Kept My Entire $83 Payment After an Early Cancellation

I made a reservation through Hotels.com for the Ramada Hotel Sivas for the night of August 19–20. Due to unforeseen circumstances beyond our control, we had to cancel the reservation today while there was still plenty of time before the check-in date. Despite this, not a single penny of the $83 we paid was refunded, and Hotels.com kept the entire charge.

We could understand paying a partial cancellation fee; however, withholding the full amount when the check-in date hasn't even arrived—and when there is reasonable time to resell the room—is extremely unfair. Even though the Hotels.com screen states "If you cancel your stay, you will not receive a refund," I believe a business that values customer satisfaction shouldn't enforce such a rigid approach.

I request that Hotels.com refund the remaining balance after deducting a fair cancellation fee, showing good faith and flexibility for customer service. This situation caused us deep disappointment in both the hotel and the booking process, and I ask that this strict policy be reviewed.