Hyatt Regency Refused to Cancel My Reservation After Room Issue

On April 11, 2026, I made a reservation through Enuygun.com for a double room with one bed at Hyatt Regency Izmir IstinyePark. I paid $260 by credit card for the reservation.

When I arrived at the hotel between 3:00 p.m. and 5:00 p.m. that same day, I was told that, due to high occupancy, the room type I had booked was no longer available. The hotel staff informed me that if I wanted to stay elsewhere, I would first need to have my reservation canceled through my booking agency.

As soon as I left the hotel, I contacted my booking agency. The agency told me they needed the hotel's approval before they could process the cancellation and asked me to find out who was authorized to approve it. When I called the hotel, I was told that Y*** Hanım** and K** Bey** were the people who could authorize the cancellation. I explained that I was still waiting outside the hotel, and I was assured that they would approve the cancellation and that there would be no problem. Relying on those statements, I left the property and checked into another nearby hotel.

Later that day, my booking agency contacted me again and said that the hotel employee authorized to approve the cancellation would be available on Monday morning, and that there should not be any issues. However, when I called the agency on Monday, I was informed that the hotel had refused to approve the cancellation, claiming that I had never checked into the hotel.

I immediately contacted the hotel again to explain what had happened. Although I was initially met with a rude attitude, I was eventually told that they would discuss the matter internally. After speaking with their staff, however, they denied ever saying that they would approve the cancellation.

I only learned the names of the employees after calling the hotel back, and the same individuals who had previously indicated they would approve the agency's request later denied making those statements. If I had been clearly informed from the beginning that my reservation would not be canceled, I would have accepted a different room configuration instead of losing the $260 I paid and booking another hotel.

I have phone records and surveillance footage that can verify the sequence of events and the information I was given. I request that these records be reviewed, that the misleading and contradictory information provided by the hotel be investigated, and that the amount I paid for this reservation be refunded in full. If this matter cannot be resolved, I intend to pursue all available legal remedies.