Agoda.com Withholds Our Money and Doesn't Refund

On 17 March 2026, I made a reservation through Agoda for a hotel in Bern and completed my payment via Agoda. However, despite having paid, we were not able to receive the service. When we arrived at the hotel, we needed a service/entry code from Agoda in order to access the room, but we could not obtain this code in any way. Because of this, we were unable to check in and could not use the accommodation we had paid for. We tried to reach Agoda customer service about not being able to get the code, but we could not get any response or connect with anyone, so the problem remained unresolved, and we were left without the service. Due to the fact that we paid but could not benefit from the hotel stay, I request a full refund of the amount paid for this reservation as soon as possible.