Agoda Reservation Cancelled Without Refund After Date Change Request

I wanted to postpone my hotel reservation for November 19–23, 2025 by one day, but I couldn’t reach Agoda customer service through any channel. I tried using the virtual assistant on the mobile app, and when asked if I could change the dates and needed further assistance, I clicked “Yes.” They said they would notify the hotel to cancel the reservation and would only help with a refund if the hotel waived their rights. When I repeated that I did not want to cancel but only postpone, they told me to contact the hotel myself. Four hours later, I contacted the hotel, and they said they had not received any notification and could assist me only if they received an email from Agoda. When I asked Agoda again not to cancel my reservation but simply change the day, I clicked “Yes,” hoping to reach a real human customer representative, but the opposite happened—they canceled my entire reservation and deleted all my information from the app. They cannot make changes to a hotel stay I have already paid for, so who gives them the right to cancel it without refunding me? It is incredibly frustrating to deal with this and waste valuable time during our family vacation. As someone who works with hotel system setups and activates channels like Agoda, and who has been a hotel inspector for Google, Local Guide, and TripAdvisor for over 10 years, I know exactly how this process works. I had already booked and paid. If they were not going to refund me, why did they cancel? I would have simply checked in a day later and used the remaining days. Never book through Agoda. They take money from customers that they haven’t even paid to the hotel and ruin your wedding anniversary. I want my money back. Booking Information: Booking ID 1953000438, Email: devrimt***@gmail.com, Phone: 5323117***, Country: +90, Devrim T***, Tour De Phuket Hotel, 19 Nov / 24 Nov 2025, ₺14,258 = $337.50.