I Booked Balloon Cave Hotel via Trivago and Hotels.com but Was Told to Pay Extra on Arrival

I booked a one-night stay at Balloon Cave Hotel in Cappadocia through Trivago and Hotels.com, thinking I got a good deal due to a promotional price. However, after completing the payment and receiving my confirmation, I contacted the hotel directly to confirm. To my shock, the man at reception told me that they would not honor the booking at that price and that I would either have to cancel the reservation or pay extra upon arrival.

This is completely unacceptable. I made the booking in good faith through a legitimate platform and paid in full, yet I’m now being told the price I paid is invalid. I immediately contacted Hotels.com to request a cancellation and refund, but all I’ve received is silence. It’s been days, and they say they are “waiting to hear back from the hotel.”

Why should that delay my refund? This isn’t my fault. It’s between the hotel and the platform—don’t push that failure onto the customer. This experience has completely ruined my enthusiasm for visiting Cappadocia. I was looking forward to the trip, but instead I’m left feeling deceived and disrespected.

I demand that Hotels.com refund my money immediately and take full responsibility for bookings made through their platform. If this is how customer satisfaction is handled, I’ll be sharing my experience publicly across all channels.