Agoda Booking Not Recognized by Selenay Hotel
On October 11, 2024, I booked and paid for a one-night stay at Selenay Hotel, Istanbul-Beyazıt, through Agoda for my spouse and me, scheduled for October 16, 2024. I received a confirmation email from Agoda with the reservation details (ID 1398350880, Ref No: 1167457481) and saw that the payment was deducted from my bank account on 11/10/2024.
Today, on October 16, 2024, we arrived at the hotel, only to be told by the receptionist, Mr. H****, that our names and Agoda booking did not appear in their system. Despite showing him the reservation number and voucher, he said that the hotel had not received any booking or payment from Agoda, leaving us without a room.
I had planned this as a surprise for my spouse, but our entire day was ruined. We spent an hour trying to contact Agoda, but their support was completely unhelpful. There is no branch in Turkey, no email support, and only self-help options on their website, which provided nothing but robotic responses. This lack of customer service is unacceptable.
At the end of the day, we were left without a room and nowhere to go. I request Agoda to cover the transportation expenses we incurred due to this issue and to provide an immediate response to resolve this matter. This has been a deeply frustrating experience, and I expect compensation for the inconvenience and wasted time caused by Agoda’s failure.
