Agoda Reservation Not Found At the Hotel

I made a reservation via Agoda for Dedeman Palandöken Ski Lodge for the dates of 29–30 January 2026. When we arrived at the hotel, the reception informed us that they could not find any reservation under my name because Agoda had not forwarded the booking to them. This put us in a very stressful situation at check-in, as we were ready to start our stay and suddenly had no valid reservation in the hotel’s system. I immediately contacted Agoda and waited for about an hour for a solution. At the end of this process, Agoda told me that the only thing they could do was to cancel the reservation, refund the amount I had paid, and offer a gift card. If the hotel had been full, we would have had nowhere else to stay at the last minute because of this failure in transmitting the reservation. The hotel then kindly offered us a room at the same price I had originally paid to Agoda, so we had to pay the accommodation cost out of pocket directly to the hotel in order not to be left without a place to stay. Because this situation arose entirely from Agoda’s failure to forward my confirmed reservation to the hotel, I request a full refund of the amount I paid through Agoda and a $40 gift card as compensation for the stress, wasted time, and risk we faced of being left without accommodation at the last minute. After this experience, I have completely lost my trust in Agoda and I would never consider booking through your platform again.