Hotels.com Refund Not Issued After Canceled Stay at Ayvalık Hotel

We booked a stay through Hotels.com at Ayvalık D*** Yıldızı Hotel* for check-in on August 24 and check-out on August 25 (Reservation No: 72064928411769). During our stay, we experienced several problems such as room doors not locking, the internet being turned off at night, no closet in the room, broken bathroom faucets, and rude behavior from the staff. We reported all these issues both to the hotel management and to Hotels.com customer service.

On August 25, after speaking with a Hotels.com representative, we arranged for the cancellation of the booking through the hotel manager, Mr. D****. We were told that a refund would be issued. However, even after a month, our calls are not being answered and no refund has been processed. We paid a total of ₺44,064 with my spouse’s credit card. Although no invoice or written confirmation was given, we received a message from the accounting department stating that the amount for the unused night would be refunded.

I request that the remaining balance be refunded to us without further delay.