Hotels.com Refused Refund After Unhygienic Stay at Caner Hotel

On September 25, 2025, we booked a one-night stay at Caner Hotel through Hotels.com (Itinerary No: 72066559547729) and paid a total of ₺1,227.50 by credit card. However, when we arrived, the room conditions did not match the photos shown on the website at all. There was hair, dust, and dirt everywhere; the walls were damaged from dampness and there was a strong moldy smell. The toilet was filthy and unusable, and the bed and sheets had not been changed, with hair and dirt still on them. Outside, there was also a heavy sewage smell.

It was impossible for us to stay under these conditions. We only remained in the room for about 20 minutes to take photos and then immediately left the hotel. We reported the situation to Hotels.com customer service, but they sided with the hotel, accepting their claim that we stayed for 3 hours. Our refund request was denied, and instead, we were offered only a ₺600 voucher.

We do not accept paying for a room we did not use, especially when we have photo evidence of the terrible conditions. We demand a full refund of the amount we paid.