I Face Agoda Refund Issue – Charged for Hotel I Never Stayed At in Portugal

I booked a stay through Agoda for Ibis Porto Centro Mercado do Bolhão Hotel in Portugal for November 24–30, 2025, under reservation number 1660035534. I specifically selected the “Free Cancellation” filter when making the reservation. However, Agoda charged my Mastercard 19,688.56 TL immediately—without sending a confirmation code, asking for the CVC, or applying any additional security verification step. This situation raises serious concerns about payment security and consumer rights.

For my visa application, I only used a Booking.com reservation, as the Agoda booking wasn’t valid. When I contacted the hotel, they told me to reach out to Agoda directly. I submitted a refund request to Agoda’s customer service, but no refund has been issued so far. Moreover, the instructions on Agoda’s website were misleading and confusing.

I already had another confirmed reservation for the same dates, meaning I was charged twice for accommodations I never used. I did not stay at the hotel and received no services, yet Agoda refuses to refund the payment.

I demand an immediate refund of 19,688.56 TL to my credit card for the unused hotel stay that I never benefited from.