On 22.08.2025, I booked a 2-night stay at Sheraton Grand Istanbul Atasehir through Trip.com, paying 15.833₺ (332,64€) via the “pay now” option on my credit card. However, upon arrival at the hotel, I was told that my booking had switched to a “pay at hotel” reservation. As a result, I was forced to make a second payment of 17.592₺ (369,60€). The hotel staff stated that this issue was not under their control and directed me back to Trip.com.
When I attempted to contact Trip.com customer service, I was unable to reach anyone for assistance. My reservation details are Reservation No: 1638314530996869, PIN: 1739. To make matters worse, I was also informed that if I canceled, I would be charged a 116,32 USD penalty, which is completely unreasonable since the double charge was not my fault.
This situation has seriously damaged my trust in Trip.com. If I had known about the additional cost, I could have chosen a higher-category hotel. I demand a refund of the extra 36,96€ (1.759₺) that I was forced to pay. If a direct refund is not possible, I expect a non-expiring voucher of the same value as compensation. My request is for Trip.com to take immediate action to resolve this unfair double charge and restore confidence in their booking system.
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