Hotels.com Unauthorized Reservation Cancellation and Poor Customer Service
I have a complaint against Hotels.com because they are not officially registered with the Ministry of Tourism. Here's the situation: a week before my vacation, I received an email stating that my reservation was canceled. Then, I started emailing them, as phone communication was impossible. They likely use translation tools and provide pre-set responses.
Initially, they claimed I had canceled my reservation. It took me about 4 hours to explain that I did not make such a request. Then they suggested I rebook the same place and they would cover the difference. Later, they limited this to $100. After a long struggle (4 hours), they agreed and convinced me to rebook the same room at the same hotel. They promised to cover the full price difference.
Gerçekten de fark ücretini yatırdılar. Ben otelden kuşkulandım ve iki gün boyunca otele hiçbir iletişim kanalı üzerinden ulaşamadım. Daha sonra bu sabah jandarmadan otelin (matiana otel) yaklaşık bir haftadır kapalı olduğunun teyidini aldım. Bu durumda rezervasyonu hemen iptal ettim. Daha sonra hotels.com ile yazışmaya başladım ve otelden onay almadan geri ödeme yapamayacaklarını söylediler.
E peki dedim kapalı otelden nasıl ve ne şekilde onay alacaksınız. Otelin kapalı olduğunu tekrar kapalı otele mi soracaksınız? Diye sordum. Bana otelden bir onay almadan geri ödeme yapmayacaklarını söyleyip durmaktalar. Otel kapanmış ve hotels.com da benim paramı geri ödemiyor. Yıllardır kullanırım ama bu tür durumlarda asıl yüzleri ortaya çıkıyor. Kendilerinden şikayetçiyim. İlk resimde ilk rezervasyon iptalinin ekran görüntüsünü attılar.
Bana ait hiçbir bilgi olmamasına rağmen bana mobil uygulamadan siz iptal ettiniz suçlamasında bulundular. Onlara iptal edilen saatte uygulamaya girmediğimi ve attığınız evrakta bana ait bir satır ve bilgi olmadığını belirttim. O arada beni ikinci rezervasyon için ikna ettiler. Bugün de rezervasyonu siz yaptınız, otel onay vermeden geri ödeme yapamayız diye cevap veriyorlar.
Dear Customer, Thank you for contacting us regarding your reservation. To assist you further, we kindly request that you reach out to our Customer Service via chat. Thank you for your patience and understanding. Best regards, Hotels.com
It is not possible to speak with any customer representative using the contact number of Hotels.com. It asks for a confirmation code. It is unclear what the code is. I cannot find anyone to talk to. The virtual support is not progressing in any way.
The reservation number starts with 72. It's a long number.
Despite my meeting, I couldn't get a result. They made me a new reservation at a hotel that has been closed for a week, even though my initial reservation was canceled by them, and now they are saying they can't refund me because I canceled the reservation at a closed hotel. They say they have emailed the hotel and are waiting for approval. If the approval doesn't come, there will be no refund. We are waiting for approval from a closed hotel! Hotel.com is not refunding my money for a service I did not receive and a trip I did not take.
They didn't solve my problem. They made a reservation at a hotel that was closed and whose owner had fled. We are waiting for confirmation from the hotel to cancel this. They are not refunding my money. It's like a joke...
Sure, here is the translation from Turkish to English: "Yes. They just sent an email. We couldn't contact the hotel. We couldn't reach them. Therefore, we cannot refund the money for the vacation you didn't take."
I spoke with the virtual assistant from hotels.com again. They are not processing my refund. I filed my complaint with TUBİS. I requested a chargeback from QNB Finansbank. Let's see what will happen.
There is no other competent and reasonable person to contact besides the virtual assistant. When you call the phone number they provide, you reach a call center. I have complained to the Consumer Court, the Ministry of Tourism, etc.
Dear Valued Customer, We apologize for the issues you have experienced. To assist you further, you can contact our support team 7 days a week between 09:00 and 22:00. Note: Could you please share your reservation confirmation number with us so that we can assist you better? Thank you for your understanding. Sincerely, Hotels.com
Hotels.com travel program: 72056864738524 I'm exhausted from trying to explain my problem. I have filed my complaint with Tubis, Tursab, and all the necessary authorities. I will follow up.
Dear Customer, Thank you for contacting Hotels.com. The issue you have reported is currently being resolved. Your refund has been processed. It may take up to 14 business days for the reservation amount to reach your account. Best regards, Hotels.com
I will follow up. I hope it turns out as you said and works in your favor in terms of keeping your record clean in court. Thank you.
