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.
Look, the hotel says there is no room and claims my cancellation request hasn't reached the relevant parties. But my cancellation request keeps being rejected, and the email from Agoda points this out. Moreover, according to the hotel, the reservation I made through Expedia has been transferred to Expedia. The hotel can't see a cancellation button in the system and says I need to submit the cancellation myself. I am trying to cancel, and Agoda says the hotel rejected my request. Fix this nonsense, or I will file a complaint with the authorities. I've been dealing with this since morning, enough is enough!
On 6 March, I made a reservation Via Agoda for this Konağı in Mardin for 17–19 April, in the amount of 8,014.38 TL. 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 create the cancellation request, I contacted the Hotel directly. The Hotel clearly states that they had no available rooms for 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 states 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 im unable to open a support Ticket and convey the issue I experiencing directly. I believe that this cancellation request, which the Hotel approve, has been in correctly rejected due to an issue in the Agoda system. I request that my reservation be cancelled and that the full amount of 8,014.38 TL be refunded to my card ending with 4010. I kindly ask that the cancellation process be urgently reviewed by also taking the Hotel’s statement into account
We apologize for the inconvenience caused. Unfortunately, we are currently unable to provide customer service in Turkish. We are using translation assistance to understand your message and will be able to assist you in English thereafter. Upon checking, we see that our customer service team has already received your emails and is working to resolve your issue. Please allow us some time to contact our hotel partner, and we will inform you by email as soon as we have a result. Thank you for your patience.
We spent two days trying to reach Agoda customer service together with the hotel. In the end, I had to call a number the hotel could use because English needed to be spoken. The Agoda property representative transferred me to customer service, and after speaking with them and sending an email to the hotel, the process moved forward. While talking with the hotel we realized that Agoda had transferred my reservation to Expedia. Because of that, perhaps the hotel couldn't cancel the reservation in the system. We spent two days, but the reservation was canceled and my full payment was refunded. I've been using Agoda for several years, and this is the first time something like this has happened to me. They absolutely need to improve the channels through which customers can get in touch.
