Agoda Won’t Refund My Booking Despite Hotel’s Own Policy and Cancellation Offer

I made a three-night hotel reservation through Agoda for approximately ₺7,000 under reservation ID 1603805525. Later, I contacted the hotel directly to confirm the stay, only to be told that they don’t allow unmarried couples to stay in the same room, and I would need to cancel the booking.

When I went to cancel the reservation through Agoda’s website, I was shocked to find that no refund would be issued, despite the fact that this policy was never disclosed upfront before payment. I immediately submitted a support request, but Agoda responded that I would have to wait up to 48 hours for a resolution.

What makes this worse is that Agoda told me they tried contacting the hotel, but the hotel said no one reached out. In fact, when I called the hotel myself, they were clear—they're willing to issue a refund, but Agoda never contacted them. This is completely contradictory and unacceptable.

Agoda, I demand a full refund immediately. The hotel’s policy should have been displayed before the booking was finalized, and I shouldn’t be penalized for information that was intentionally or negligently hidden. I expect this to be resolved now, not in 48 hours.