Agoda System-Canceled Reservation Causing Financial Loss

In the last email you sent me, it was stated that it was confirmed my reservation was cancelled by me using the Self Service option. However, this explanation contradicts your previous official response, which stated that my request for a full refund was being reviewed due to an 'unauthorized system cancellation.' Therefore, I request that the following points be explained to me with written and concrete evidence: 1. If it is claimed that the cancellation was made by me; - The date and time when the cancellation occurred - IP address - Device information - Session (login) records 2. How was it determined that this cancellation, which occurred approximately 1 minute after the reservation confirmation email, was consciously made by me? 3. On what technical review was the previously communicated 'unauthorized system cancellation' statement based, and why has this assessment been changed? It is not possible for me to accept the 'user cancellation' statement made without sharing these technical records. Furthermore, not issuing a refund for a reservation that was not cancelled by the user or was cancelled as a result of an unauthorized/systematic action is clearly against Consumer Rights. My request is clear: If it cannot be technically proven that my reservation was cancelled by me, the full amount of 4,835.08 TL must be refunded to me. Otherwise, I would like to inform you that I will take the matter to the Consumer Arbitration Board, bank chargeback, and the relevant legal authorities, along with all the written responses and contradictory statements I have. I kindly request a response with concrete technical data and a definitive solution. Reservation No: 1676031042

In the statement made by Agoda, it was indicated that the issue is in the resolution process with customer service and the hotel partner. However, this process is being prolonged without providing me with a concrete result, refund date, or a clear solution. Although Agoda previously informed me in writing that there was an “unauthorized/system cancellation,” contradictory statements were made afterwards and a definite decision has still not been shared. This situation further increases my grievance. My request is clear and straightforward: I demand a full refund of 4,835.08 TL for this reservation, which was canceled through no fault of my own, or at least a written and definite resolution to be provided to me. I do not accept the indefinite prolongation of this process. If a concrete result is not shared within a reasonable time (at the latest within a few business days), I hereby inform you that I will take the matter, along with all my correspondence, to legal authorities, primarily a bank chargeback and the Consumer Arbitration Board. I now expect concrete action, a clear decision, and a solution to be provided to me. I will continue to share developments with the public here.

In the statement made by Agoda, it was stated that the issue was being examined by an expert team. I find it positive that it was expressed that the grievance is understood; however, no clear decision, refund information, or concrete solution has been shared during this process so far. My reservation was canceled as a result of a transaction that was not consciously made by me. There is a possibility that this cancellation was an unauthorized transaction, a system error, or an accidental cancellation. Indeed, Agoda had previously informed me in writing that the cancellation was not user-initiated. Despite this, the uncertainty regarding the refund continues. My request is clear and explicit: The full amount of 4,835.08 TL for this reservation, which was understood to be canceled due to reasons other than my own fault—unauthorized, system-related, or accidental—should be refunded to me, or at the latest, a written and definitive solution should be shared within a specified period (within a few business days). The indefinite prolongation of the process increases my grievance. If a concrete solution or refund information is not provided to me within a reasonable time, I would like to inform you that I will take the matter to legal authorities, primarily a bank chargeback and the Consumer Arbitration Committee, along with all written documents. I will continue to share updates everywhere.