I Can’t Access or Modify My Hotels.com Booking Due to a Duplicate Account Issue

On July 21, 2025, I booked a 3-night hotel stay in Germany through Hotels.com. However, I unknowingly created two different accounts using two separate email addresses — something that seems to be a flaw in their system, as they don’t flag duplicate accounts or offer an easy way to merge or manage them.

As a result, I’m now locked out of my reservation. I can’t access the booking, can’t modify or cancel it, and I’m unable to get support. I tried reaching out to Hotels.com, but their customer service is nearly impossible to connect with — there’s no one to talk to, no phone assistance that works, and no way to resolve the issue through the website.

Worse still, I can’t even update my email address within the system to recover access. This leaves me completely in the dark, unsure if my reservation is still valid, or if I’ve just lost my money. I’m starting to worry that I’ve been scammed — and if this isn’t resolved quickly, I will escalate the matter through legal and consumer complaint channels in Turkey.

Hotels.com needs to immediately review this case, provide a way for me to access my booking, and ensure users are not penalized due to a system that allows duplicate accounts without clear warnings. I expect an urgent resolution and a proper explanation.