My Agoda Hotel Demanded Extra Fees Despite Saying Cleaning Was Included

Through Agoda, my friend and I made a reservation at the YCH-Montebello hotel in Rome for the dates of January 27–29 for a total amount of 5,594 TL. When we attempted to cancel the reservation, we were told that the full amount would be charged instead of the 70% cancellation fee stated in the property description, so we did not cancel and were forced to go to the hotel. Upon arrival, we were asked to pay an additional 27 euros in tax plus an extra 30 euros as a cleaning fee. However, during the booking process, the payment screen clearly stated that the cleaning fee was included. Despite this, we were still asked to pay an extra cleaning fee, and because of this unexpected and undisclosed charge, we were unable to stay at the hotel and completely lost the amount we had already paid. When I contacted Agoda and the property regarding this situation, no assistance or solution was provided. I request a refund of the undisclosed additional cleaning fee and the full 5,594 TL that was lost despite not being able to stay at the hotel, and I ask that my grievance be fairly reviewed and resolved.