Agoda Charged Me in Full Even Though I Canceled Quickly
On 07.06.2025, I made a reservation through Booking ID 1618504648 for the hotel M*** Homes Marmaris in Marmaris/Turkey, with a check-in date of June 22, 2025, and check-out on June 23, 2025. While searching for hotels on Google, I chose to book through Agoda because it was ₺100 cheaper. Although I selected June 7 as the date when making the reservation, the system switched it to June 22 during the final step, and I didn’t notice until I arrived at the hotel. The receptionist informed me there was no reservation under my name, that they don’t work with Agoda, and that the hotel was fully booked. Once I realized the issue, I tried to cancel the reservation within a maximum of 30 minutes. The cancellation was processed, but 100% of the payment was deducted. When I contacted the hotel, they said they had no such policy and could refund my payment if necessary. However, Agoda refused to issue a refund, and it was impossible to reach their customer service. You can only interact with automated bots, and no solution was provided. The "free cancellation" option is misleading, and no refunds are issued at all.
Thank you for contacting Agoda. Upon checking, we found that our Customer service team has already received your email/call, and are in the midst of resolving the issue for you. We have forwarded the approval email to our Supplier to get full refund approval. Please allow some time for us to follow up with our hotel partner and we will update you via email as soon as we get an outcome.
At least send the money to the hotel, that would be enough. Because of your mistake, neither the money comes to me nor to the hotel. I’m not wasting my time writing since everything I say gets censored. But there is a lot to say.
Hello m*****, We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to assist you in English afterwards. For the security of your Agoda account, we have sent an email to the email address registered in our records. Please check your inbox and let us know how we can assist you by replying to our email. Thank you for your understanding and we look forward to your email. ^Nillo
