Stayforlong & The Stay Ortaköy Took ₺15,000 Without Providing Any Service

I booked a stay at The Stay Ortaköy Hotel in Istanbul through Stayforlong via Trivago. Since the booking did not include a free cancellation option, I paid extra to add a cancellation policy. However, just an hour after receiving my confirmation email, I had to reschedule my stay for a week later.

I immediately emailed Stayforlong, but they never responded. They have no phone number or physical office, making it impossible to reach them. I then contacted The Stay Hotel, explaining that I was willing to pay any additional fees to change my reservation. They refused to help and told me to contact Stayforlong—despite me explaining that I had already tried and received no response.

I paid ₺15,000, and neither Stayforlong nor The Stay Ortaköy provided any service in return. This is completely unacceptable! I am now pursuing legal action against both companies. Taking money from customers without offering a solution or communication is unethical! I demand a refund or a rescheduled booking. Has anyone else faced a similar issue? How did you resolve it?