Agoda'da Sistem Hatası Ücretsiz İptal Seçeneğini Gizledi, Ödeme İadesi Reddedildi

While trying to make a reservation for City Hotel Matyas in Budapest Via Agoda (Booking ıd: 1763479560), ı specifically selected the “Free Cancellation” option and proceeded with the Booking. During the process, the system suddenly displayed a warning that the option ı had chosen was no longer available and redirected me back to the previous screen. When ı finalized the reservation again after this warning and redirection, ı later realized that the Booking had been made under a non-refundable rate without my Clear awareness.

Afterwards, when ı checked the Hotel again on Agoda, ı SAW that the same “Free Cancellation” option, which the system had made appear as if it was sold out or unavailable, was still being offered and could be selected. Because of this, ı believe that a system/interface issue on Agoda’s Side during the Booking process LED me to end up with the wrong (non-refundable) rate.

I noticed this issue Only 1–2 minutes after completing the reservation and immediately submitted a cancellation and refund request to Agoda. Then ı contacted the Hotel directly, and the Hotel clearly confirmed in writing that they agreed to cancel the reservation and refund the full amount of the stay. I shared the screenshots of these confirmations and our correspondence with Agoda.

Despite this, Agoda rejected my request, stating that the reservation had been made through their “business partner” and that this intermediary did not agree to refund the amount. I did not choose this intermediary, ı do not know them, and ı have no direct commercial relationship with them; my Booking was made through Agoda. Meanwhile, the Hotel explicitly agrees to the refund, and ı reported the issue to Agoda Only a few minutes after the reservation.

In addition to that, ı also contacted the Hotel Via WhatsApp, and the Hotel önce again clearly confirmed in writing that they approve the cancellation of this reservation and the full refund of the payment. The Hotel confirmed that the full amount of 52,483.66 TL could be refunded, and ı forwarded these WhatsApp messages and ALL written confirmations to Agoda as screenshots.

My request from Agoda is not to treat this Case as a standard cancellation under the non-refundable policy, but to take into account the system/interface problem that occurred during the Booking, to have this Case manually reviewed by a senior representative, and to refund the full Booking amount of 52,483.66 TL.