Hotels.com Reservation Not Found At Check In - Paid Booking Left Without Hotel

I made a reservation through Hotels.com for Otel Nil Fırat with confirmation number 72069582771748. The stay was booked with a check‑in date of 31.12.2025 and a check‑out date of 02.01.2026, and I paid 2,339.98 by credit card. However, when I arrived, the hotel could not find my reservation at all. I contacted your support and was told that you could not arrange a hotel for me. I was left without a valid reservation despite having a confirmed booking and payment already taken, which caused me serious stress and inconvenience at the time of check‑in. I request a full refund of the amount I paid, as well as that a suitable hotel be immediately arranged for the same dates and conditions. If you are not able to provide an alternative hotel, I also request compensation for the trouble and inconvenience I experienced due to this issue.