Erdi Akkuş
January 2, 2026
A reservation was processed via the Trip.com platform for Leonardo Hotel Cheltenham, covering the period from 20 December 2025 to 21 December 2025. During the transaction, the "breakfast included" filter was explicitly utilised, and the room selection was made based on the clear indication that breakfast was included in the total price. There is full certainty that the rate selected at the point of purchase was advertised as inclusive of breakfast.
Upon arrival at Leonardo Hotel Cheltenham, the reception staff stated that the booking was recorded as "room only." Due to this unexpected discrepancy and the absence of the inclusion on the final confirmation email, the decision was made not to purchase breakfast locally to avoid further unauthorised costs. Consequently, a service that was believed to have been paid for at the time of booking was not provided. This situation indicates a significant error in the Trip.com booking interface or a failure in the transmission of the correct rate details to the hotel.
To facilitate the resolution of this matter, a formal request for a rate comparison is hereby submitted. Trip.com is requested to provide the specific pricing data for both the "Room Only" and the "Breakfast Included" options as recorded at the time the reservation was finalised. The provision of this data is essential to establish the exact financial difference between the package that was purchased and the service that was ultimately received.
As the "Breakfast Included" filter was applied and the corresponding rate was paid, the price gap represents a direct overpayment for an unfulfilled service. A refund is sought for this price difference, along with compensation for the inconvenience caused by this technical failure. Please provide a formal response regarding the status of this investigation and the steps being taken to process the reimbursement.
