Otelz Payment Confusion Put My Reservation at Risk

I made a reservation through the Otelz app for Montana Suite Bungalow for the period June 30 – July 3. On May 20, I also paid a ₺4,000 (approximately $86) deposit through Zumpara. My reservation number is 5635788, and my PIN code is 9212.

When making the reservation, I understood and accepted that this property had a non-refundable cancellation policy. However, after the booking was completed, the hotel contacted me and stated that they had not received payment from Otelz, and because of this, they asked me to cancel my reservation. I repeatedly explained that I did not want to cancel because I was concerned about losing my deposit. At the same time, I have been left completely uncertain about whether I should pay the hotel directly or continue through the Zumpara/Otelz payment system. I do not want to be placed in a situation where I have to pay twice for the same reservation.

Throughout this process, I have been unable to reach Otelz customer service despite numerous attempts. My calls have gone unanswered, and I have received no response or clarification. As a result, I am now worried about both my payment and my accommodation, and I regret choosing this booking platform.

I want both myself and the hotel to avoid any financial loss. I request that the hotel not ask me for a second payment, that my payment status be clearly confirmed, and, if applicable, that any remaining balance be paid directly at the hotel. Most importantly, I ask Otelz to provide written confirmation that my reservation is valid and that I will not experience any problems at check-in. I also request that an authorized representative contact me as soon as possible to resolve this matter.