Gloria Hotel in Tashkent

To be honest, something unbelievable happened.
When I went to the hotel to check in on the evening of May 13th, I was told at the counter, "There is no reservation for me." I showed the hotel the reservation confirmation I had printed out and the data attached to the email I had received, but they simply said, "We haven't received that information." The hotel said, "The information hadn't been sent from Trip.com, and they couldn't find it."
The hotel was already fully booked for that day, and there was only one guest with a reservation who hadn't arrived at that time, so it was impossible for them to accommodate "me, a person without a reservation." After about an hour of strong negotiation, asking "What is going on?" and "Who is responsible?", they finally said, "Well, we will introduce you to another hotel and arrange for you to stay there. We will cover the cost of the reservation and the taxi fare to the hotel, so don't worry. Is this okay?" It was already past 9pm, so I had no other options and, although it was very disappointing, I decided to accept their proposal.
Furthermore, the hotel they arranged for us instead was definitely in an inconvenient location without using taxis, and although it had the same star rating, it was very different from the original hotel we had booked, which was also based on the requirement of being close to the metro.

So, we had a terrible experience with the final hotel of our trip. On our final day, the hotel we were given was of a low standard, as well as the inconvenient transportation and poor location for restaurants and shops, which made for a sad end to our trip.

The hotel said that Trip.com was responsible for the situation, but I cannot judge that. While the hotel did not have the environment we wanted, we avoided having to sleep outside, and the only financial burden was the small taxi fare for not being able to use the metro on our final day, so we could say that it was a good thing in the end. However, I would strongly request an explanation from Trip.com, not the hotel I had booked, about what they think about this situation and what caused it to occur. Thank you in advance.