I Face Room Type Error and Refund Delay at Victory Volare Hotel

In June, I booked a stay for three adults and one child at Victory Volare Hotel through TripAdvisor. Despite clearly requesting a room with beds, we were given a sofa room. In July, I wanted to extend my stay for another trip, but when I called today to add one more day, I was told that my request for a bedded room was not recorded and that switching to a bedded room would incur an extra charge.

This is the second time in just 1.5 months that I will face the same room type issue. I already paid a partial amount for this booking, and now I requested a refund. They told me it would take 7-8 business days, but I feel ignored and mistreated by your staff. I am particularly dissatisfied with the service provided by S**** Hanım, M***** Hanım, and the unhelpful C**** Hanım on the phone.

I also find it unacceptable that the room assignment depends on the person you speak to at the reception. I plan to file a complaint with the relevant authorities and request that our phone conversations be reviewed.