Agoda Takes $2,484 Payment for Canceled Hotel Booking and Strands Customer

On August 11, I found Castival Hotel through Trivago and made a reservation through the Agoda travel company option. The payment terms showed a due date of September 5. Relying on this information, I planned my vacation accordingly.

However, I later learned that on August 20, Agoda sent a cancellation notice to the intermediary company, Sunquest Tourism, but failed to inform me in any way. Because I was unaware of this cancellation, I completed my payment of $2,484 on September 5, the payment due date on Agoda, and my reservation continued to show as confirmed on Agoda's website.

When I arrived at the hotel on September 12, they told me that no such reservation existed in their system. They showed me the cancellation letter sent by Sunquest Tourism, and I was denied entry to the hotel based on this cancellation. As a result, I couldn't stay at the hotel, my money vanished into thin air, and I was left stranded after paying for a reservation where I received zero service.

Following this ordeal, I contacted Agoda via email, spoke with the hotel in person, and tried calling Sunquest Tourism—though I couldn't reach them by phone—and no concrete solution was produced anywhere, nor did anyone take responsibility. Furthermore, I hold an official gendarme report dated 12.09.2026 mentioning my name regarding the reservation problem I experienced at Castival Hotel, along with a payment receipt issued in my name for $2,484.

Despite my reservation still appearing as confirmed on my Agoda account, I suffered severe distress because it was actually canceled behind my back. I demand that Agoda issue a full refund of $2,484 as soon as possible and address the suffering caused by canceling my reservation without sending any prior notice.