On May 24, 2026, at approximately 11:45 p.m., I made a reservation through Agoda for Marluka Hotel in Ölüdeniz, Fethiye, covering the dates of May 28–29, 2026. A total of approximately $240 was charged to my credit card, and I received reservation number 662640207.
After completing the booking, I contacted the hotel directly. During that conversation, a hotel representative informed me that the hotel does not work with Agoda, that my reservation appeared in their system as originating from Thailand, and that I would not be accepted at the property without a passport. I was advised to cancel the reservation immediately.
Based on this information, I canceled the reservation through Agoda on May 25, 2026, at approximately 11:00 a.m. However, after completing the cancellation, the system showed a refund amount of $0 and stated that, according to the hotel's policy, the reservation was non-refundable.
I contacted the hotel again to clarify the situation. The hotel informed me that they had approved the cancellation in their system, that they had not received any payment related to this reservation, and that the funds were still being held by Agoda.
Despite multiple attempts, I have been unable to reach Agoda customer service. I also sent emails regarding the issue but have not received any response or assistance.
I urgently request a full refund of the approximately $240 charged to my Yapı Kredi Bank credit card. The reservation was not accepted by the hotel, I was unable to receive any accommodation service, and the stay never took place. Under these circumstances, it is unreasonable for the full amount to be retained.
To support my claim, I have also provided documentation showing the charge on my credit card statement related to this transaction.
I respectfully request an immediate review of this case, a full refund of the amount charged, and written confirmation regarding the resolution of this issue.
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