Agoda Charged Me for an Overbooked Hotel and I Had to Sleep at the Airport

I purchased a stay through Agoda at City Hotel Kurfürstendamm m under reservation number 202-9026923 for June 9, 2026, to June 10, 2026, and $113 was charged to my credit card. However, when I arrived at the hotel on June 9, the hotel management told me there was no suitable room available for me, that the property had been overbooked, and that they could not accept me or complete my check-in.

Although the hotel staff member could see my name and reservation in the system, they stated that they could not accommodate me and only provided me with a Hotelbeds voucher. As a result, even though I had already paid for the stay through Agoda, I was unable to receive the accommodation service and had to spend the night at the airport. Since I had seen the “non-refundable” notice when making the reservation, I did not cancel afterward because this was a booking I had purchased with the intention of using.

After this experience, I contacted Agoda many times by email. I explained the situation in detail to c*@agoda.com, Agoda Customer Service, TR-*******@agoda.com, and c**************@agoda.com, and I also sent the Hotelbeds voucher document. Despite this, I have not received a satisfactory response, nor has any meaningful action been taken to resolve the issue. The process has been handled with complete indifference.

Until now, I had made all my hotel reservations for international trips through Agoda. However, it is unacceptable for me to be left without accommodation and still be charged for a hotel stay I could not use due to an overbooking error that was entirely outside my control. I request a full refund of the $113 Agoda charged me for this unused stay at City Hotel Kurfürstendamm. Otherwise, I want to state that I will never use Agoda again and will not recommend it to anyone around me.