Agoda Reservation Cancellation Without Refund and Missing
We made a reservation via Agoda on 31.08.2023 at 23:59 for an overnight stay from 02.09.2023 to 03.09.2023. Later, we contacted the booked hotel to confirm the reservation details. However, a hotel staff member informed us that they do not collaborate with Agoda. He requested us to cancel the reservation.
We checked the cancellation options on the Agoda website and provided the reason for cancellation. At that time, it was already 01.09.2023 at 00:30. We wanted to cancel but were not prompted for confirmation, and the website automatically canceled the reservation without refunding the amount.
Currently, we have no reservation and no money. We are trying to contact Agoda, but it is not possible for us. We have sent emails, but there has been no response. Despite receiving no services, we have already paid.
We expect a solution to our problem and request a response. Our reservation number is: 1010878392.
Progress
Dear Agoda Representatives,
I contacted the hotel. They said they do not work with Agoda. They also mentioned that they do not accept one-night reservations and that they cannot do anything about it. We live in Turkey and have never traveled abroad. They said that only those coming from abroad can make reservations using Agoda. There is no information about this in your system. We have been victimized by this situation. If our complaint is not resolved, we will take the matter to the necessary legal authorities. We request that the issue be resolved by you and that the fee we paid be refunded. We have been victimized by you without receiving any service. Please clarify the issue with the necessary departments and inform me.
Sincerely,
We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to provide support in English thereafter. Your experience is important to us. If there is any other issue you need assistance with, please send your query along with your Agoda reservation number and include your support request number 26029296 in the subject line. Thank you for your understanding, and we look forward to your email.
We are sorry for the issue. As we check, this case is in the midst of investigation. Please kindly wait for our reply, or you can send an email to us for following up on the case.
Hello, Please allow us to reply in English as our Turkish representative is unavailable. We truly understand your concern and frustration regarding this matter. However, to better look into and investigate your issue, kindly send an email with your Booking ID and include your Case number 26029296 in the subject line. We appreciate your patience and understanding in this matter. Thank you, ^rj
Id 1010878392 We have been communicating with Agoda via email for days, but they still haven't found a solution. They say they cannot reach the hotel. I don't understand how they can't reach a hotel they are selling through online channels. They are offering us Agoda money. What are we supposed to do with Agoda money? For some reason, they are not refunding the money they withdrew from our account. We have been chasing our money for days. They have literally taken both our time and our money.
We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to provide support in English afterward. We found that your case has been handled by our relevant team and was resolved on September 3rd, 2023, at 1:35 PM Turkish time. If you still need help regarding the booking, please reply to our email and we will check further. Regards, Mai
