I Report Hotels.com For Misleading Hotel Information and Refund Not Processed

On September 12–13, I booked a fully refundable stay at Now Boutique Hotel through Hotels.com (Travel Itinerary: 72066120788769). I chose this hotel specifically because it was advertised as having a pool. However, upon arrival, the hotel staff informed me that there was no pool on-site, and instead we could use another pool for free, but only on weekends. Because of this misrepresentation, I immediately canceled my reservation through the Hotels.com app. Despite this, the amount charged to my credit card has not been refunded after more than a week, and an additional ₺174 was also overcharged. I contacted customer service through the app, and while they initially said the issue would be resolved, they later claimed that no payment had been collected. After I provided my bank receipt as proof, I received no further response, even after waiting a long time. I have been misled by false hotel information and further harmed by the lack of refund. I demand a full refund of my payment, repayment of the extra ₺174 charged, and proper compensation for the inconvenience I have suffered.