My Hotels.com Cancellation Failed I Was Charged for a Non-Stay

I am absolutely outraged with Hotels.com! Before getting my Greek visa, I made three separate hotel reservations through your website. Later, when my visa dates were finalized, I had to change my travel plans. On May 14, 2025, I canceled all three original hotels and then re-booked new ones according to my updated itinerary, all through Hotels.com again.

However, while I received cancellation confirmation emails for two of the hotels, the email for the third one never arrived. Despite this, I distinctly remember checking my profile on the Hotels.com website, navigating to the "cancellations" section, and seeing the "canceled" status displayed for all three bookings. Because of this clear confirmation on your own platform, I didn't feel the need to double-check anything further.

To my horror, when the date of the third "canceled" hotel arrived, I saw the full payment debited from my credit card! After numerous frustrating emails and calls with customer service, I was informed that "due to hotel policy," they couldn't issue a refund. This is completely unacceptable! I made my reservation through Hotels.com, not directly with the hotel. You're telling me the cancellation email didn't reach me, but that's your system's fault, not mine. The status clearly showed "canceled" on your site! This means there's a serious flaw in your system that caused this email not to be sent.

I refuse to pay for a hotel I canceled and never stayed at, especially when your website confirmed the cancellation. I demand a full refund for this unauthorized charge and immediate compensation for the distress and inconvenience your faulty system has caused. This is a blatant failure on Hotels.com's part, and I expect a swift and just resolution.