While trying to make a reservation at Hilton Garden Hotel in Istanbul through the Obilet app, the application gave an error twice and logged me out. On my third attempt, the reservation was successfully created, but during that process, I accidentally selected the date as April 10, 2026, even though I intended to stay on April 9, 2026. I only realized this mistake when I arrived at the hotel and saw that my reservation was set for the following day.
When I explained the situation to the hotel reception, they informed me that rooms were available for that day, that there was no issue on their end, and that Obilet could handle the date change. Based on this, I called Obilet customer service and informed them that I had the hotel’s approval. They told me they would call me back, but despite waiting for a long time, no one contacted me. When I called again, I was told that my reservation was non-refundable and therefore my date change request could not be approved. I clearly stated that I was not asking for a refund, only a date change, but they still refused to assist.
To avoid further inconvenience, I had to make a new reservation directly with the hotel for April 9, 2026, and arranged my stay on my own. Despite this, no solution or modification was offered for the original reservation made through Obilet for April 10, 2026. I contacted customer service three times, each call lasting around ten minutes, and every time I received the same response: “Your ticket is non-refundable/non-changeable, so your request has been denied.” Even though the issue was caused by app errors and the hotel clearly stated that the date could be changed, Obilet maintained a rigid stance and left me without support.
Due to the technical issues with the app and the refusal to process a date change despite hotel approval, I have been unfairly inconvenienced. I request that this issue be resolved and that a reasonable solution be provided regarding the unused reservation for April 10, 2026.
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