Agoda Hotel Refused Check-In and Forced Family to Pay $97 for Last-Minute Lodging
I booked a stay for 2 adults and 2 children at Asilzade Hotel through Agoda for August 20–21. However, the reservation showed up in the system for only 2 adults. When I tried to correct this, I couldn't reach Agoda through any support channel, so I contacted the hotel directly via WhatsApp to explain the situation.
A hotel representative sent me a written WhatsApp message stating, "To ensure you and your family aren't inconvenienced, we'll do everything we can to assist you upon arrival." They further mentioned that, considering we were traveling with children, they would offer us a complimentary room upgrade depending on availability. Relying on this written assurance, my family and I decided to proceed with the trip.
When we arrived at the front desk around 12:00 PM on August 20 to check in, the staff informed us that the hotel was fully booked and no upgrade was available. Without insisting on an upgrade, we clearly stated that we were willing to stay in the original room booked for 2 people with our 2 adults and 2 children. Despite this, the employee insisted that 4 people could not stay in that room, refused to let us check in, and asked us to leave the premises.
As first-time visitors to Istanbul traveling with young children, we were left completely stranded without lodging despite relying on the hotel's written guarantee. Even though we had paid roughly $83 for the reservation, we were unable to stay. On top of that, we were forced to urgently find alternative accommodation on the same day, incurring roughly $97 in additional lodging costs.
I have screenshots of the WhatsApp conversations with the hotel and can provide them upon request. I demand a full refund of the roughly $83 paid for the unused reservation, as well as reimbursement for the roughly $97 in extra hotel expenses we were forced to pay due to this ordeal.
As a consumer who traveled with children relying in good faith on the hotel's written promises, I demand a clear explanation of why we were turned away, full resolution of our financial loss, and action to ensure this never happens to another family.
