Otelz Canceled My Paid Cyprus Booking Last Minute, Still No Refund After 15 Days
On July 13, 2025, I made a 3-night hotel reservation for my Cyprus trip through Otelz.com, paying in full online. But on July 16, just 4 hours before my flight and 12 hours before check-in, I received a call from the owner of Citrus Tree Garden Hotel, Ms. H****, saying there was an issue with the Otelz payment and that they would not accept my reservation.
I immediately contacted Otelz and asked why I was being punished for an issue between them and the hotel. I had paid Otelz directly, not the property, so I expected them to either rebook me at a similar hotel, transfer the amount to my wallet, or provide an immediate refund.
Instead, I was told the refund would take 7–14 business days, and no effort was made to help me find another hotel or even apologize. I was forced to pay out of pocket again to stay elsewhere on very short notice.
It’s now been 15 days, and not only has the refund still not been processed, but I’ve been repeatedly misled on the phone with empty promises of call-backs that never happen. The only response I receive now is a cold, robotic: “Yes, your refund hasn’t been released yet.”
I demand the immediate return of my full payment to my credit card and a formal acknowledgment of the inconvenience and financial loss I endured due to Otelz’s mishandling of the situation. This level of customer neglect is unacceptable, and I’m prepared to escalate this further if a solution is not provided at once.
