Trip.com Refused to Refund My Non-Refundable Hotel Booking After the April 23 Earthquake

On April 16, I booked a non-refundable hotel room through Trip.com at All Seasons Hotel (Molla Gürani Cad. E*** A** Y**** Sok. No: 5, Fatih, 34270 Istanbul, Türkiye) for a stay on April 24. However, on April 23, a significant earthquake struck Istanbul. The city was shaken, people fled, and many—including myself—were forced to leave or stay outside for safety. Despite this, the hotel refused to cancel my reservation, reschedule my stay, or offer any refund or support whatsoever.

Even after I explained that I have past trauma related to earthquakes, they insisted the hotel was "safe and full"—but I later learned that the staff themselves had rushed outside during the quake. So clearly, it wasn’t as safe as they claimed. It’s absolutely unacceptable to prioritize profit over guests’ safety and well-being in such a serious situation.