Agoda Refund Not Processed After Hotel Refused Check-In Without Reasonable Cause

On October 19, 2025, I made a reservation through Agoda for Skyhill Hotel in Ankara, booking a “1 x Room Assigned on Arrival” type room. When I arrived at the hotel on October 27, 2025, I was denied check-in because the hotel staff stated that married couples are required to present a marriage certificate. The receptionists said they could not assist further and advised me to contact Agoda for a refund.

My reservation was confirmed, and I paid $119 in total. Although my booking included a free cancellation option, I was unable to cancel it through the system since the check-in time had already passed. I also tried contacting Agoda customer service, but received no response to my calls.

Since I was denied accommodation and could not benefit from the service, I request a full refund of $119. I kindly ask that this issue be resolved as soon as possible.