Invalid Reservation at Xafira Deluxe Hotel & SPA with Agoda.com
Today, I made a reservation for 5 days at Xafira Deluxe Hotel & SPA through Agoda.com. Subsequently, I contacted the hotel to confirm the reservation. Unfortunately, the hotel informed me that bookings through Agoda from Turkey are invalid. The amount for the reservation has already been deducted from my card. They demanded an additional 1000 TL per day (totaling 5000 TL) to stay at the hotel.
When I tried to cancel the booking, I was told that only Agoda could do so. However, Agoda has no branch in Turkey, and there is no reachable phone number here. I reported the problem via email, but since the hotel does not accept the cancellation, Agoda has not acknowledged the situation.
I arrived in Alanya just a few days ago and unfortunately do not have the extra money for these expenses. I have never experienced so much inconvenience. This trip, intended for my vacation, has unfortunately turned into a nightmare due to Agoda.com and the Xafira Hotel.
I want the reservation to be canceled as soon as possible, and my money refunded.
The reservation date is September 17-22, 2023, and the reservation number is 1022923996.
We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to assist you in English. Your experience is important to us. If there is any other matter you need assistance with, please send your inquiry along with your Agoda reservation number and include your support request number 26193170 in the subject line. Thank you for your understanding, and we look forward to your email.
I sent an email to you, and I'm waiting for an answer.
We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to provide you with support in English thereafter. Our team has responded to your email. For the security of your Agoda account, please contact us through the registered email address. Thank you for your understanding, and we look forward to your email.
But your email is not related to my problem. You are kidding. And you say that you have sent your invoice as per your request. You wrote my email in the address section. I didn't want an invoice. I wanted to cancel and refund. Because I'm the one who suffered from that. And you are responsible for it. You should have warned me that there were problems with reservations made from Turkey. Or you had to prevent the Hotel from charging me extra fees. But you took the money and you do not defend your customer's rights. This is unfair. Agoda is a large international company. And you do nothing against this injustice. This doesn't suit. And this message is not Turkish. You can understand me and you can truly answer me.
Hello s****, We apologize for the inconvenience caused, and we're sorry to inform you that we currently do not have customer service in the Turkish language. Please note that we're using translation assistance to acknowledge your concerns, and we may continue to support you in the English language onwards. For the security of your Agoda account, we've sent an email to the registered email address on file. Please check your inbox and let us know how we can assist you by replying to our email. Thank you for your understanding and we're looking forward to your email. Regards, Nillo
Hello s****, We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to assist you in English thereafter. For the security of your Agoda account, we have sent an email to the email address on our records. Please check your inbox and reply to our email to let us know how we can assist you. Thank you for your understanding, and we look forward to your email. Nillo
No, the email didn't come to me.
We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to provide you with support in English. We have sent an email to your registered email address with the subject: Agoda Booking ID 1022923996 check-in September 17, 2023. Please check your inbox and respond to our email to let us know how we can assist you. Thank you for your understanding.
I have informed you of my problem by sending multiple emails over the past two days. However, you have not found any solution. I am checking my email. No message! You are just stalling. The hotel completely disregards the reservation I made through you. Since there is no Agoda office in Turkey, they do not care about you either and are asking me for additional money. You are doing nothing in this situation and showing your quality. Agoda? Never again! I am calling out to everyone here, I absolutely do not recommend Agoda.com to anyone. Please read the other complaints as well!
Sure, here is the translation of the text from Turkish to English: Hi. Our Customer service team is in the midst of resolving the issue. Please allow some time for us to follow up with our Hotel partner and we will update you via email as soon as we get an outcome. Thank you. ^Jing
Agoda addressed my issue. I am updating my review for Agoda.com. And I thank them here.
As a customer, I would like to thank you for the service you provided in resolving my grievance.
We are glad to hear that your issue has been resolved. If you have any other questions, please do not hesitate to contact our customer service via email.
