I Canceled My Hotels.com Booking After Hotel Closure but Still Didn’t Get My Refund

I made a prepaid hotel reservation through Hotels.com for Sufi Homes in Konya. Two days after the booking, I received a call directly from the hotel informing me that they would be closed for the entire month of May. They asked me to cancel the reservation and assured me that I would be fully refunded.

They even sent an official cancellation request through the system, and I followed through by canceling the booking accordingly. However, no refund has been issued.

When I called the hotel again, they told me that the payment was processed by Hotels.com and that they’re not responsible for the refund. I contacted Hotels.com, provided them with the cancellation email from the hotel, and explained the situation—but they refused the refund, falsely claiming that I canceled voluntarily.

This is completely unacceptable. I did not cancel for personal reasons—the hotel was the one unable to fulfill the booking. Now, both the hotel and Hotels.com are passing the responsibility back and forth, and I’m left without my money.