I Got Overcharged and Lost My Reservation on Hotels.com But Can’t Reach Support

I booked a suite through Hotels.com in Çamlıhemşin, Rize, just one day before check-in. After entering my card details and confirming the booking, I noticed that a higher amount than displayed was charged to my card. That was the first issue.

Shortly after, the hotel owner personally called me and said there had been a system error—the room was actually already booked. He told me I needed to cancel my reservation because they couldn’t accommodate me. I followed his instruction and canceled reservation #73181242452283 right away.

However, despite canceling promptly, I have not received any refund, and I have no way of contacting a real person at Hotels.com. Their customer service appears to have vanished. In the past, I remember being able to reach a representative directly. Now I’m just redirected to unhelpful AI bots.

This is unacceptable for a platform handling travel bookings and customer payments. I demand that Hotels.com issue a full refund immediately and reinstate proper customer support channels. If this is how the platform works now, I will never use it again—and I will actively discourage everyone I know from doing so.