Hotels.com Overcharged and Customer Service Delayed Refund

In June 2023, I booked a hotel through Hotels.com (Travel Program: 72586028246669), making the payment online in Turkish Lira. Upon reviewing my credit card transactions, I noticed an overcharge. After reporting the issue with screenshots to Hotels.com customer service, they refunded the excess amount a few days later, resolving the problem.

However, when I had to make changes to my travel plans and canceled the hotel reservation (well before the check-in date with no stated penalties), I received a refund, but it was incomplete. Contacting customer service again and providing screenshots, they assured me that the missing payment would be processed within 10 business days. It has now been over a month, and I still haven't received the refund.

Hotels.com officials: Despite no cancellation penalties, the total amount charged to my credit card is higher than the total refunded. I request the prompt payment of the outstanding amount as your customer representatives confirmed. I have decided not to make any future reservations through Hotels.com. I hope readers reconsider before booking through Hotels.com.