Otelz.com Has Not Refunded Me

On February 10, 2026, I made a reservation at Bukaviyye Otel through Otelz.com with reservation number 5620747 and paid ₺4,644.19. The reservation was clearly marked as “free cancellation.” In line with this, I requested cancellation on February 13, 2026, and the hotel itself confirmed the free cancellation on February 15, 2026. Despite this, Otelz.com did not refund my payment, even though their own policy states that refunds will be made within 15 days. After waiting for months without any result, I applied to the Kağıthane District Consumer Arbitration Committee. On August 10, 2026, my application was accepted and the committee unanimously ruled that ₺4,644.19 be refunded to me (Decision No: 042120260004475). Although this is a final and legally binding decision, Otelz.com / Zonline Ticaret ve Turizm A.Ş. still has not made any payment to date. During my research, I saw that many other customers and even business partners (hotel operators) have experienced similar problems and that numerous enforcement proceedings have been initiated against the company, which gives the impression that this is not an isolated incident but a systematic practice. I request that Otelz immediately complies with the Consumer Arbitration Committee’s decision and refunds the ₺4,644.19 to me without any further delay. If payment is still not made, I will initiate enforcement proceedings based on the committee decision and continue to escalate the matter to all relevant official authorities, including the Ministry of Trade, TÜRSAB and the Presidential Communication Center (CİMER).