Otelz Hasn't Refunded My Canceled Hotel Reservation

On May 10, I made reservation No. 5634019 for Grand Ece Hotel through Otelz. On May 26, I canceled the reservation within the free cancellation period, fully complying with the cancellation terms stated at the time of booking. Despite this, nearly one month has passed, and the ₺7,399.39 that was charged to my Garanti Bank credit card in a single payment has still not been refunded.

Approximately eight or nine days after canceling, I contacted Otelz customer service and was informed that the refund process was ongoing and that, legally, they had up to 14 days to complete the refund. I was also told that my refund had already been approved. Based on this information, I waited patiently. However, as of June 25, I have still not received my refund, nor have I been provided with any additional explanation regarding the delay. In addition, reaching customer service takes approximately 22 minutes, making it unnecessarily difficult to follow up on my case.

I request that Otelz immediately refund the ₺7,399.39 related to my reservation, which I canceled within the free cancellation period on May 26, without any further delay. I also request a clear written explanation regarding the reason for the delay and confirmation of when the refund will be credited back to my credit card.