Otelz Has Not Refunded My $1,474 Hotel Payment

I made a reservation at Crystal Aura Aqua Collection through Otelz.com for check-in on August 30 and check-out on September 5, and I paid approximately $1,474 to Otelz.com. When I arrived at the hotel to check in, the hotel informed me that the payment had not been received because Otelz.com had not transferred the payment to them, and they therefore requested that I pay again. On the same day, I received an email from Otelz.com stating that the payment I had made would be refunded and that I needed to pay the hotel directly.

As a result, in order to check in to the hotel, I was forced to make another payment of approximately $1,703 by credit card on August 30, 2026. The approximately $1,474 that Otelz.com promised to refund has still not been credited to my account, and I have also received no reimbursement for the price difference caused by the higher amount I had to pay directly to the hotel. I have received neither my original payment nor compensation for the difference.

Although I have been contacting Otelz.com every day by both email and phone, my emails have not been answered and no solution has been provided through live support. Throughout this process, I have essentially been left without assistance and have suffered significant inconvenience. Moreover, I had to take out a loan in order to make the payment at the hotel, and I am being charged interest on that loan every day.

I request that Otelz.com immediately refund the approximately $1,474 I originally paid and additionally reimburse the approximately $230 difference between that payment and the approximately $1,703 I was forced to pay directly to the hotel. I also request that the financial hardship caused by the interest on the loan I had to take out be taken into consideration and that this serious inconvenience be resolved as a matter of urgency.