Obilet Refuses To Refund For A Hotel Stay I Never Used

My name is Tarık G***. I booked a three-night stay at Ve Hotels Adakale in Ankara through Obilet for the dates 23–26 August 2026, under reservation number 561776598 and transaction number 1053465, and paid 5,755 TRY. During the booking process, I clearly stated in the “special request” section that I wanted a smoking room, and Obilet later confirmed to me in writing that this request was recorded in their system and that the hotel had been informed. When I arrived at the hotel with my luggage to check in, the reception informed me that there were no smoking rooms in the hotel and that smoking in the rooms was not allowed. I had not been told beforehand that my special request could not be fulfilled, and I would not have chosen this hotel if I had known this information at the time of booking. Because the hotel could not meet the condition I had clearly specified and Obilet had confirmed, I did not enter or use the room in any way and received no accommodation service at all. I immediately contacted Obilet several times, and I even requested to be transferred to another hotel, but no concrete solution or alternative was offered. After waiting for hours, I had to book another hotel at my own expense so that I would not be left without accommodation. Despite the fact that I did not receive any service from the first hotel, my refund request for 5,755 TRY was rejected. Obilet informed me in writing that the hotel did not approve the refund and used this as a justification for refusing to return my money. I request the full refund of the 5,755 TRY I paid for the unused accommodation and expect Obilet to take responsibility for the misleading confirmation about my smoking-room request, instead of simply forwarding the hotel’s refusal to me.