Agoda Marble Hotel Refund Denied After Unhygienic Room

I booked a room at Marble Hotel in Istanbul through Agoda.com for a two‑night stay from 19 to 21 September 2026, paying a total of €154. Due to the unacceptable condition of the room and the way the situation was handled, I checked out after the first night. From the moment I entered the room, the cleanliness and hygiene were far below what I consider acceptable for a hotel. The shower had hairs on the walls and visible mould, and even after we reported this and were promised a deep clean, the bathroom remained in the same condition. The mattresses and bed area were also in a very poor state. One of the mattresses was dirty and worn, and when it was replaced after my complaint, the replacement appeared even dirtier. In addition, there was litter left under the other mattress from previous guests. I have photos clearly showing the condition of the bed, mattress and linens. On the evening of check‑in, I went to reception to report these issues. I was told that there was no manager on duty, there were no alternative rooms available, and that cleaning staff would be sent to do a deep clean. As explained, this did not resolve the issues, and the room remained unhygienic. This situation made it impossible for us to feel comfortable staying in the hotel, which is why we decided to check out early after the first night. Before leaving, I spoke in person with the hotel manager Ferit, who acknowledged the condition of the room and agreed face‑to‑face that we should receive a full refund for the stay. However, he refused to provide this confirmation in writing. When I later contacted Agoda about the refund, I was informed that the hotel had denied offering any refund at all, completely contradicting what was promised to us in person. My Agoda Booking ID is 1775970360 and my Reference ID is 19907934. Considering the poor hygiene in the room, the failed cleaning attempt, the lack of an alternative room, the fact that we had to leave after one night, and the manager’s verbal promise of a full refund that was later denied, I find this situation unacceptable. I request that a full refund of the €154 I paid for this booking be processed as soon as possible and that Agoda and Marble Hotel clarify why the agreement made with the manager was not honoured. I also expect written confirmation of the refund and an explanation of how such discrepancies between what is promised to guests and what is later stated to the booking platform will be prevented in the future.