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.
Dear Ms. Melike, Thank you for sharing with us the issues you experienced with the reservation cancellation and refund process at Ramada Hotel Sivas. We apologize for the problems you encountered. To assist you further, you can contact our support team on weekdays between 10:00 and 20:00. Could you please share your travel program number (reservation confirmation number) with us so that we can help you and view your reservation? Thank you for your understanding. Sincerely, Customer Service Team
Hello, I am sharing our reservation number: 72078028354742 Thank you
Dear Ms. Melike, Thank you for your response. We have submitted your refund request for reservation number 72078028354742 at the Ramada by Wyndham Sivas hotel in writing to the property. Since your reservation is non‑refundable, the hotel must approve any refund for the reservation. If we do not receive a response from the hotel, or if we receive a negative response, it means that the existing rules and restrictions for your reservation apply and no refund can be issued. We will inform you if we receive a response from the hotel. We expect a reply from the hotel within 72 hours. Sincerely, Customer Service Team
