Otelz Payment Not Received by Somerset Hotel in Istanbul

I made a standard room reservation through Otelz at Somerset Hotel in Maslak, Istanbul, for three rooms, with check-in on September 5 and check-out on September 8, under reservation code 5651308. Based on the information provided in the reservation confirmation email sent to me by Otelz, I made the payment by bank transfer/EFT to the corporate bank account belonging to Otelz.

When I went to the hotel to check in, the property informed me that my payment had not been reflected in its system and that I would have to make another payment in order to stay at the hotel. Although I had already made the payment to the Otelz account, Otelz provided neither the hotel nor me with any information or solution regarding the situation. As a result, both the hotel and I were left dealing with the consequences, and I experienced a serious loss of trust in the platform.

I do not consider it acceptable for a corporate online booking platform to mishandle the payment process to such an extent and leave both its customer and its hotel partner in uncertainty. I request a clear and written explanation regarding the status of my payment, that this issue between the hotel and me be resolved urgently, that the amount collected be refunded immediately if necessary, and that appropriate action be taken to address the inconvenience and losses caused by this situation.