Trip.com and Lara Apart Hotel Canceled My Stay but Refused Full Refund for Their Error

I booked a room at Lara Apart Hotel Datça through Trip.com for July 24–26, 2025 (Reservation code: 1638313676110947) and paid ₺6,537.26 by credit card. On the morning of check-in, we called the hotel at 9:00 AM to confirm our arrival and ask about check-in time. They answered and gave no indication of a problem.

However, when we arrived around 7:00 PM, hotel staff and the owners claimed they had been trying to reach us for a week, that there was a system error, and that our reservation didn’t appear on their end. When we reminded them of the morning call, they admitted they were half-asleep and didn’t understand what we were asking.

They referred us to Mr. M**** D******, who told us the hotel was fully booked, and we could either be referred to another hotel or cancel the reservation. We had no choice but to accept the cancellation and urgently book another place, paying out-of-pocket again for a last-minute stay.

Despite all of this being due to Trip.com’s or the hotel’s error, we were only refunded ₺3,268, with the rest withheld under a “late cancellation” policy—even though we never canceled, were denied check-in, and never stayed at the hotel.

We also couldn’t reach Trip.com support—phone lines went unanswered, and online channels returned errors. This has caused serious financial and emotional stress during our trip.

I demand the full refund of the ₺6,537.26 I paid, as we received no service, no room, and the cancellation was completely out of our control. This is unacceptable, and Trip.com must take responsibility for the failure of its platform and partners.