Agoda Customer Support Missing – Refund Blocked After Valid Cancellation

On October 10, 2025, at 5:24 p.m., I made a reservation through Agoda for Gloria Tibi Hotel, covering the dates October 11–12, 2025 (Reservation Code: 5872*27). However, when I called the hotel afterward, I was informed that guests without a marriage certificate are not accepted. I hadn’t noticed this rule during the booking process. I spoke with the hotel staff several times, and each time they assured me that a refund would be possible.

Following this, I canceled my reservation via Agoda on October 10, 2025, at 9:34 p.m. But after cancellation, I received an email stating that no refund would be issued, and no amount was returned to my account. When I contacted the hotel again, they told me to reach out to Agoda’s customer service, but I found out that Agoda does not have a customer support line in Turkey. As a student, losing ₺1,259.09 is a serious financial hardship for me.

Although my reservation was labeled as non-refundable, I canceled it based on the hotel’s assurance that a refund would be processed. Throughout this experience, I’ve been left without clear communication or written confirmation.

I request a full refund of ₺1,259.09, as I did not stay at the hotel, and the cancellation was made under valid circumstances supported by the hotel’s statements.