Trip.com Hosting Uninhabitable Hotel And Refusing To Help

I stayed at Royal Inci Hotel in Istanbul for post‑surgery recovery and experienced shockingly poor conditions and misconduct that rendered the room completely uninhabitable. I had booked and prepaid an 18‑night stay via Trip.com, from the 6th to the 22nd, but was forced to leave early on the 13th and urgently book another hotel at my own expense. From the very beginning, the toilet bidet in my room was filthy and not functioning, and throughout my entire stay the room was not cleaned even once. For a guest who had just undergone surgery and needed rest and hygiene, this situation was not only unacceptable but also unsafe. Despite clearly informing hotel staff and asking to be transferred to another room, the management refused to move me and left me in these dirty, non‑functional and unsanitary conditions. The behaviour of the staff made the situation even worse. They were rude and unhelpful, were smoking inside the hotel lobby, and could not provide even basic communication in English. When I needed a simple meal while recovering, they demanded 1000 lira for a basic chicken kebab and chicken soup, without even including water, which I consider exploitative and completely unprofessional. Because the bidet never worked, the room was never cleaned, and no alternative room was provided, I had no choice but to cut my stay short and check out early on the 13th. I then had to pay out of pocket for another hotel for the rest of my planned recovery period. I find it unacceptable that a guest in a vulnerable medical condition was treated in this way and left in a room that, in my view, was unfit for human accommodation. Due to the seriousness of the hygiene issues and the risk to health, I have reported the hotel to the Turkish Ministry of Tourism and the Ministry of Health, detailing the unsanitary conditions I experienced. I also contacted Trip.com about this situation. They stated that they would contact the hotel for a refund, but as the booking platform and contractual counterpart, Trip.com has a responsibility to ensure that the accommodation it sells is sanitary, safe and in line with the expectations and standards presented at the time of booking. In my opinion, both the hotel and Trip.com have failed to meet these obligations and have breached the basic expectations of the service and contract. I therefore request at least a full refund of the entire 18‑night booking made via Trip.com, as I did not receive the hygienic and functional accommodation I paid for, and I also request compensation for the additional hotel costs I was forced to incur for the remainder of my recovery. I expect this situation to be taken very seriously, urgently investigated, and resolved with a prompt, fair and concrete solution.