I Want a Refund From Agoda for My Terrible Hotel Experience

I made a reservation for one night at The Hera Suite Hotel in Ataşehir, Istanbul via Agoda.com under reservation number 1727502529 and paid 1600 TL. Our check‑in date was 15.05.2026, and we arrived at the hotel around 2 PM with my family. However, the room and the service we encountered were completely different from what was promised. The suite they gave us was in terrible condition. The electrical outlets were broken, the toilet was not working properly, the doors and windows looked burnt and damaged, the sofa and bed were broken, and the television was dirty and unusable. In this state, the room was not suitable for accommodation, especially with my family. I refused to accept this suite and immediately requested a different, proper room or an alternative accommodation. When I conveyed these issues to the reception, the staff behaved extremely rudely and disrespectfully. Instead of trying to resolve the problem, they told us, “If you don’t like it, leave. I can’t refund it,” and did not offer any other room or assistance. I felt insulted and mistreated in front of my family. We were effectively kicked out of the hotel on the same day we checked in and were forced to look for another hotel at the last minute with the last of our money. I sent an email to Agoda.com about this incident, but there is no contact number in Türkiye, and I have not received any response. I feel that both Agoda.com and The Hera Suite Hotel have wronged me, and that I have been misled by pictures and information that do not reflect the actual condition of the hotel. I have filed complaints with the Ministry of Tourism and CİMER, and I am initiating legal proceedings regarding this matter. From Agoda.com and The Hera Suite Hotel, I request a full refund of the 1600 TL I paid and a clear written apology for the disrespectful and humiliating treatment we were subjected to in Istanbul, Türkiye. I expect this grievance to be addressed urgently.