I Face an Agoda Refund Problem After a Hotel Approved My Cancellation

I made reservation number 1736754885 through Agoda for a vacation with my wife at Sole’n Blu Hotel in Kaş, Antalya, for the dates of June 13–14, 2026. During the booking process, I accidentally selected a shared room. Since this is not a type of accommodation that neither my wife nor I would ever accept, I immediately contacted the hotel.

When I spoke with the hotel staff, they confirmed that I had indeed booked a shared room. They were extremely polite, understanding, and helpful, and they agreed to approve a refund. However, I have encountered a serious problem with Agoda regarding my refund request. Although I submitted the request on Friday, the platform does not provide access to a live customer service representative. Instead, I repeatedly receive automated, scripted responses stating that a refund cannot be issued.

Even though the hotel has agreed to the refund and I have clearly requested one, Agoda continues to refuse to refund the $57 reservation charge. The company’s reliance on an entirely automated and inaccessible support system has only increased my frustration and inconvenience. Despite the hotel’s goodwill and willingness to resolve the issue, Agoda’s handling of the situation as the intermediary booking platform has undermined my trust and placed an unfair burden on me as a customer.

I request that this issue be resolved immediately, that my $57 reservation payment be refunded in full as soon as possible, and that Agoda provide customers with accessible communication channels and live support options for situations like this in the future.