I booked reservation no. 1638314661846457 through Trip.com to stay at the Morgan-Jupiter Apartments from October 3–6, 2025, for a total of €666.61. Due to a relative’s health issues, we had to cancel our flights and the entire trip. Immediately afterward, I canceled my hotel reservation on Trip.com as well. However, because of a system error, the cancellation did not go through and my reservation remained active.
I noticed this on September 30, 2025, and since then I’ve contacted Trip.com and the hotel countless times—at least 30 emails, messages, and calls with customer support. First, they asked me for a hospital report regarding the illness, the transaction invoice, and a document proving my relationship to my father. I provided all of these without any omissions. Even so, they then demanded an additional doctor’s note stating that my father could not travel. But the travelers on the reservation were me, my spouse, and our son; my father wasn’t traveling at all. The reason I canceled was because my father needs care and I had to stay with him. I also canceled our flight tickets the same day.
Trip.com keeps dragging out the cancellation by demanding unnecessary and unfair documents. They’ve repeatedly asked me to send the same paperwork, and each time I confirmed I had sent it. Despite this, I still receive messages like “When will you check in?” and today they again asked me to resubmit all health forms. I consulted my attorney, who said these demands have no legal basis and that I can exercise my legal rights. As of now, my reservation still shows as active and I’m being asked to pay the full amount for a hotel I cannot use.
I urgently request that this reservation be canceled and that no charges be imposed on me. Otherwise, I will pursue all available legal remedies.
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