Hotels.com Misled Us About an All-Inclusive Hotel and Left Us Stranded Without Food
Hotels.com misled us by cutting off access to their virtual assistant and stopping all responses. They advertised the hotel as all-inclusive, but upon arrival, we discovered that it was not. We now have no money with us since we expected the hotel to provide food. Last night, after four hours of chatting with the virtual assistant and a 40-minute phone call, the agent promised to find us a replacement hotel. However, they abruptly cut the call and have since stopped answering. We are struggling to contact them, as the phone line charges per minute. Now, we are stranded in a foreign country with no help or assistance. Hotels.com has completely let us down, and no one has reached out. We are left hungry and exhausted.
Yesterday, we spoke to multiple agents who all assured us they would find a replacement hotel with all-inclusive services in a similar area, as I need to be near Ümraniye for personal reasons. Despite their promise, the last thing the agent told us was that they would ask the hotel one last time, even though they knew the Kanarya Suite does not serve any food. After making a call, the agent disconnected and never contacted us again, leaving us without food all day and night. We brought no money since Hotels.com clearly stated that we'd be staying at an all-inclusive hotel. The hotel itself takes no responsibility, and Hotels.com has stopped responding to us. This is false advertising, and we are left stranded without help, food, or a solution. We don't want a refund; we need the all-inclusive hotel we paid for, as we are stuck here for 8 days. Please make this a priority and get us the assistance we urgently need, as the virtual help agents are no longer answering us.
