Hotels.com Took Full Payment Despite Installment Option, I Canceled but Got No Refund

On July 31, I tried to make a hotel reservation through Hotels.com and paid using my credit card. The site clearly stated that I could pay in 3 installments, but instead, the entire amount was charged in a single payment.

When I realized what happened, I immediately canceled the reservation, expecting a refund—but was told that a refund was not possible, despite the misleading payment information. I contacted the hotel directly, called multiple support lines, and exhausted every option—but couldn’t reach anyone from Hotels.com. There is no working phone number, no proper customer service.

I’ve already filed a complaint with Consumer Protection, as this situation left me paying in full for a stay I never used—at a hotel I couldn’t even access. Neither my bank nor the hotel could resolve the issue, and I’ve been left completely unsupported and financially impacted.

I demand that Hotels.com contact me immediately, process a full refund, and explain how this deceptive installment claim resulted in a one-time charge with no cancellation protection. This is the first time I’ve encountered such an issue, and I expect it to be resolved without delay.