Agoda.com Cancellation And Refund Request

I made a reservation through Agoda.com for Discovery Otel in Ümraniye, Istanbul, for 2 nights between 07.12.2025–09.12.2025, specifically choosing a non‑smoking and air‑conditioned room. However, when I checked in, the room I was given smelled very heavily of cigarettes, there was no window to ventilate the room, and the air conditioner was not working at all. Due to these conditions, the room was not suitable for accommodation. I asked the hotel to change my room, but they told me there were no available rooms. Since no solution was offered and I could not stay in that room, I had to make a different reservation elsewhere and did not use this accommodation at all. Despite this, I was not refunded for the reservation I made via Agoda. When I requested a refund from the hotel, they told me that the process had to be done through Agoda. In addition, I cannot reach any real customer representative through Agoda; there is only a digital assistant, and it directs me back to the hotel for a refund. The hotel, on the other hand, tells me to contact Agoda, and in this way neither side takes responsibility and my problem remains unresolved. I request that the entire accommodation fee for this reservation, which I could not use under the promised conditions, be fully refunded to me as soon as possible.