Agoda Booking Denied at White Palace Hotel, Unable to Cancel Reservation
I booked a two-person reservation through Agoda for White Palace Hotel in Istanbul’s Ataköy Şirinevler area. Upon arrival, my girlfriend and I were rudely informed that we couldn’t check in because we didn’t have a family certificate. The receptionist stated, "We don’t accept non-family guests," and refused to assist with canceling the reservation. They told me to cancel through Agoda instead.
When I tried to cancel via the Agoda app, I was met with a "non-refundable reservation" error repeatedly. Attempting to reach customer support was equally frustrating since Agoda has no Turkish customer service. The virtual assistant only reiterated the "non-refundable reservation" message with no further help.
It feels like Agoda collaborates with hotels to trap customers in such situations. I demand Agoda address this issue promptly by processing a refund or resolving the matter with the hotel. This experience has been deeply disappointing and unacceptable.
