Refund Request From Agoda for Gloria Tibi Hotel Reservation

On October 10, 2025, at 17:24, I made a reservation through Agoda for Gloria Tibi Hotel, covering the dates October 11–12, 2025 (reservation code: 5872*27). I completed the payment using my credit card (last four digits: 0795). After making the reservation, I contacted the hotel and was informed that guests without a marriage certificate are not accepted. I had not noticed this rule during the booking process. I spoke with the hotel staff several times, and each time I was told that I could receive a refund. Relying on this information, I canceled my reservation via Agoda on October 10, 2025, at 21:34. Following the cancellation, I received an email from Agoda stating that no refund would be issued. I have not received any refund, and no pending transaction is visible in my account. When I contacted the hotel again, I was told to reach out to Agoda customer service, but I found that Agoda does not have a customer service hotline in Turkey. I also sent an email to Agoda but did not receive any response. Although my reservation was listed as non-refundable, I proceeded with the cancellation based on the hotel’s assurance that a refund would be made. In the email I received, the entire reservation amount of ₺1,259.09 was shown as a cancellation fee. As a student, this amount represents a significant financial loss for me. Throughout this process, I have experienced inconvenience and have not received any written response. I kindly request a full refund of ₺1,259.09 for my canceled reservation.