Agoda Customer Service Cancellation Mistake

On 6 March, I made a reservation via Agoda for Marinut Konağı in Mardin for 17–19 April, in the amount of ₺8,014.38. My Agoda reservation ID is 1705336206, and the payment was made by card ending with 4010. On the same day, 6 March, I submitted a request through Agoda to cancel this reservation with a full refund. Before creating the cancellation request, I contacted the hotel directly. The hotel clearly stated that they had no available rooms for those dates, that they would approve my cancellation request without any problem, and that they would not cause me any inconvenience. However, in the e‑mail I received from Agoda, I was informed that my cancellation request had been rejected by the hotel and that my reservation was still confirmed. When I contacted the hotel again, they told me that they had not received any e‑mail or cancellation request from Agoda. They also stated that if such a request had reached them, they would have approved it. On the Agoda side, I cannot reach any phone number or e‑mail address, so I am unable to open a support ticket and convey the issue I am experiencing directly. I believe that this cancellation request, which the hotel is willing to approve, has been incorrectly rejected due to an issue in the Agoda system. I request that my reservation be cancelled and that the full amount be refunded to my card ending with 4010. I kindly ask that the relevant cancellation process be urgently reviewed by also taking the hotel’s statement into account and that my grievance be resolved.