I Want Agoda to Refund My Money for Wrong Hotel Reservation
While trying to book a stay at Avec Hotel through Agoda for August 20-23, 2025, my reservation was mistakenly created for only one day, August 17-18, 2025, due to a system error. As soon as I noticed this, I called Avec Hotel, but they explained that the reservation had been made by Agoda through ETS Tur, and I needed to contact ETS Tur directly. When I called ETS Tur, they requested the reservation number, which I obtained from Avec Hotel and provided to them. ETS Tur then informed me that the booking had been made through Didatravel (dida.com - [email protected]), Agoda’s international agent, and therefore they could not process cancellations or changes. It was impossible to reach Agoda customer service directly from Turkey, as I could only interact with their AI assistant through the app, which could not resolve the issue. My primary request was to have the reservation rescheduled for the correct dates (August 20-23, 2025), but since I was told this was not possible, I now request that the reservation be canceled and the 3,514.68 ₺ I paid be refunded to my credit card. I also contacted Avec Hotel and ETS Tur, who stated that one day’s fee had already been charged, and although I offered to pay for the remaining days, they were unable to help. I have made many reservations through Agoda before, and this is the first time I have encountered such a problem. I ask that this issue be resolved and the amount I paid be refunded. My Agoda reservation number is 1641279094, and my ETS Tur reservation number is ETSR205822918.
Progress
I wanted to make a reservation via Agoda to stay at Avec Hotel Çanakkale between August 20-23, 2025. However, due to a system error, my reservation was created for August 17-18, 2025, for only one night. As soon as I noticed the situation, I first called the hotel; they told me that the reservation was made through ETS Tur via Agoda and that I needed to contact ETS Tur. When I reached ETS Tur, they asked for my reservation number, which I provided. However, ETS Tur stated that the reservation was made through Didatravel (dida.com - [email protected]), Agoda’s international agency, and therefore they could not process any cancellation or change.
I could not reach Agoda customer service directly from Turkey; I could only communicate with the AI assistant via the app, but my problem was not resolved. I also spoke with Avec Hotel and ETS Tur, and offered to pay for the remaining days since the fee for one night had already been charged, but they said they could not assist with this either.
Although I have made many reservations through Agoda before, this is the first time I have encountered such a problem. The reservation was marked as “non-refundable,” but the main issue is that the reservation was made for the wrong date due to a system error. I noticed it immediately after making the transaction, and I have been waiting for a solution for 3 hours. I made my payment by credit card and did not receive any confirmation from anyone.
My Agoda reservation number: 1641279094 My ETS Tur reservation number: ETSR205822918
I request that my grievance be resolved and that the amount I paid, 3,514.68 TL, be refunded to my credit card.
Dear Guest, please note that our support representative has sent an email to your registered reservation email address containing the result of your request. If you need further assistance, please reply to that email. Thank you for your patience.
Dear Sir/Madam, On Sunday around 13:00, my hotel reservation was mistakenly created for the dates of August 17–18 instead of the intended dates. Prior to this, I contacted Avec Hotel, where I was assisted by Ms. M***. She informed me that the cancellation could be processed if the agency responded to them. Following this, I had a lengthy conversation with ETS Tur, which operates as the local agency of Didatravel. I later contacted Ms. M*** again, and she confirmed that ETS Tur had called her and that she had stated the reservation was indeed eligible for cancellation. In other words, the cancellation request was already conveyed to ETS Tur; however, neither ETS Tur nor Didatravel has taken any action on the matter. Should you require, I can provide the voice recordings of my conversations with Avec Hotel as supporting evidence. In light of customer satisfaction, I kindly request that the issue caused by this erroneous reservation be resolved and that the full amount be refunded to my card without further delay. I look forward to your prompt response and resolution. Best regards, Vehbi
Hello, On Sunday, around 13:00, a reservation was mistakenly made for the dates between August 17-18. When I called Avec Hotel beforehand, Ms. Merve assisted me. Ms. Merve stated that if the agency contacted them, they could process the cancellation. Afterwards, we had a lengthy conversation with ETS Tur, the agency of Didatravel. Then I contacted Ms. Merve from Avec Hotel again, and she said that she had been called by ETS Tur and had told them that the reservation could be canceled. So, in fact, the cancellation request was conveyed to ETS Tur, but no action was taken by ETS Tur or Didatravel. If you wish, you can obtain the audio recordings of my conversations with Avec Hotel. Within the scope of customer satisfaction, I kindly request that my grievance caused by the erroneous reservation be resolved and the fee refunded to my card. Best regards, Vehbi
Thank you for your message. Due to privacy reasons, we cannot provide direct information about the reservation on this platform. For your situation, please continue your communication via the email we previously sent. Our representative will check and provide information there. ^Mai
Hello, You have not been able to resolve the issue via email yet. I kindly request that Agoda refund the amount to me as part of their customer satisfaction policy.
