Hotels.com Reservation Excluded My Children and Hotel Wants €300 More

I made a reservation through Hotels.com for Holiday Village Turkey in Ortaca, Muğla, for the dates of July 11–15. The reservation was made for 2 adults and 2 children. However, when I contacted the hotel directly to confirm the booking details, I was informed that their system only showed a reservation for 2 adults and that the children were not included in the reservation.

The hotel advised me that if my children stay at the property, I will be required to pay an additional €300 upon arrival. This was extremely surprising because I specifically made the reservation for 2 adults and 2 children through Hotels.com and expected all guest details to be correctly transmitted to the hotel.

After learning about this issue, I contacted Hotels.com multiple times and explained the situation in detail. Unfortunately, despite several attempts to resolve the problem, Hotels.com has refused to correct the reservation to reflect the original occupancy of 2 adults and 2 children or otherwise remove the additional charge requested by the hotel.

At this time, I have not yet checked into the hotel and I have not paid the additional €300 fee. However, my travel plans are approaching, and the unresolved discrepancy is creating significant stress and uncertainty.

I request that Hotels.com urgently correct reservation number 72075363990500 so that it accurately reflects the reservation I originally made for 2 adults and 2 children. I also request that this correction be made without any additional charges and that I not be required to pay the extra €300 requested by the hotel due to an apparent booking system error.

I expect Hotels.com to honor the reservation as originally booked and resolve this matter promptly to prevent further inconvenience and financial loss.