I Face Trip.com Refusing Refund Despite “Free Cancellation” At Duck Hotel

I made a reservation through Trip.com (reservation number 1638315188617039) for a stay at Duck Hotel, check-in on September 15 and check-out on September 16. During the booking process, the listing clearly stated “Free Cancellation.” However, due to a change in our hospital appointment, I needed to cancel the reservation this morning.

To cancel, I contacted the seller via Trip.com and also reached out by email. However, I was informed that according to their policy, no cancellation or refund could be processed. No alternative solution or compromise was offered.

I paid ₺3,064.40 for this reservation using my credit card. I do not have a formal invoice or contract. I have never encountered an issue like this before. I request that my reservation be canceled and the full amount refunded to my card.