We made a reservation via Agoda to stay at Gaia in the Çeşme/Alaçatı region. Our reservation with the number 663474771 was confirmed by Agoda, the full amount was charged to us and our payment document was issued. However, after a long journey from Antalya to Çeşme by motorcycle, we experienced a serious problem when we arrived at the property. The hotel staff informed us that our reservation did not appear in their system at all, that there was no such reservation and that they had no available rooms. In practice, the confirmed and paid reservation number 663474771 did not exist at the hotel. We immediately contacted Agoda customer service and communicated the situation. Despite explaining our situation and loss in detail and messaging several times, we were not offered an equivalent accommodation or any effective solution. Agoda only proposed to cancel the reservation, refund the amount and give 10% AgodaCash, which does not in any way compensate for what we went through. We organized our holiday plan based on this reservation, set off from Antalya by motorcycle and were left tired and without a place to stay, waiting for a solution for hours. During this time, while we were looking for alternative hotels, we saw that the prices were significantly higher, and in addition to the time lost, we were clearly disadvantaged in terms of cost as well. Although this problem clearly arose from an error in Agoda’s reservation/operation system, no proper solution was provided other than a simple refund promise within 30 business days, and we were not even given a proper case or record number. It is unacceptable that a reservation which a company has confirmed and charged for does not appear in the hotel’s system. In such a situation, merely saying “we will refund the money” is extremely inadequate in terms of customer satisfaction. We expect Agoda to accept full responsibility for this mistake, to compensate for our loss of time and the additional cost difference that arose because we had to look for alternative accommodation at higher prices, and to provide a clear, fast and satisfactory resolution. Due to this serious grievance, we are considering pursuing our rights through consumer protection and legal channels, and we are sharing this complaint publicly so that similar problems are not repeated for other customers.
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