Tatilox Sinap Bungalov Power Cut Storm - No Refund For Unsafe Stay

Between 26–28 December, I made a reservation via Tatilox to stay at OtelOX Sinap Bungalov, located in Sinap Plateau, Erdemli, Mersin (Reservation No: DC4E8227). As I was travelling from abroad (the UK) to Turkey with my family, I chose this reservation trusting the Tatilox brand. The payment was taken in full, all confirmation emails were sent to me, and on 26 December I checked into the property with my spouse, my child and our guests. On Saturday, 27 December, we experienced serious and unacceptable problems. Due to a storm in the area, the fireplace inside the property produced heavy smoke and made the environment unhealthy. On the same day, at around 12:00, a power cut started and electricity, heating and hot water were completely cut off. With the outside temperature at around 3°C, the situation became extremely unsafe, especially for families with children. We contacted Tatilox customer service many times and were told that electricity would be restored by 16:00 at the latest. During this period, the property manager personally witnessed the negative conditions. However, the electricity did not come back at the specified time, and despite further promises, the outage continued for about 6 hours. As there was no generator at the property and no alternative solution was offered, it became impossible to continue our stay and we had to leave the property. Despite all this, Tatilox customer service clearly stated that no refund, compensation or alternative accommodation would be provided. As a result of this process, one of the children became ill and our family holiday turned into a serious ordeal. Furthermore, although the property has the status of a touristic facility affiliated with the Ministry of Culture and Tourism, the absence of a generator raises serious concerns in terms of safety and service standards. The service provided was far below what was promised and paid for. In this context, I request a refund for the second day of the stay, which we could not benefit from under these conditions, and I expect Tatilox to offer a fair, customer-oriented and positive solution.