Agoda Complaint — Misleading Hotel Availability, Non-Refund Claim Unfair
On September 21, 2025, I searched Google for same-day hotel options and, since the price appeared cheaper, I made a reservation at Avcılar İnci Hotel through an Agoda link. On the booking screen, it was clearly stated that “immediate payment was not required.” Despite this, Agoda instantly charged my credit card ₺819.69.
Later, I realized that Agoda had automatically shifted my reservation to a different date because the hotel was not actually available on the day I wanted.
As soon as I noticed this, I canceled the booking. However, Agoda refused to refund me, claiming the reservation was “non-refundable.” Throughout the process, I repeatedly contacted the hotel. The hotel confirmed the cancellation, stated that they had not received any payment, and tried to help as much as they could. It was Agoda who refused to return the money — even though the stay was still about a month away and no payment had been passed to the hotel.
On top of that, reaching Agoda customer service was nearly impossible. There is no direct phone number or email address. The so-called “help/support” section on the website only provides pre-written answers to predetermined questions, with no way to submit your own message or explain the problem.
My reservation number is 1652190954.
In summary, Agoda handled this process in a way that misled and harmed the customer, while lacking transparency. I am sharing this experience so others don’t go through the same issue, and I will also be filing a complaint with CİMER. I demand a refund of the amount wrongly charged to my card.
