Swiss International Taba Hotel - Serious Bed Bug Infestation, Agoda Policy Dispute

On October 13, 2025, I stayed for two nights at the Swiss International Taba Alsalam Hotel through a reservation I made on Agoda. On the first night of my stay, around 6:42 a.m., I found bugs in my bed and noticed that they were present throughout the room. This situation was completely unacceptable in terms of both hygiene and comfort. After encountering this issue, I contacted the hotel management. They offered to change my room but said they could not refund my payment. I also reported the situation to Agoda customer service, but they responded in an unrelated manner, stating, “If you do not go to the hotel or property, your reservation will be considered a no-show, and 98% of the reservation fee will be charged (hotel policy).” However, I did check in, and since proper accommodation conditions were not provided, I was left in a very difficult situation—no one would want to stay in a room with bugs. My reservation number is 5879***11, and I paid ₺6,899.88 for the booking via credit card through Agoda. Although my reservation was non-refundable, I believe that such a serious hygiene issue cannot be justified under any circumstances. I have never experienced such a problem during any of my previous stays, and I request that my grievance be resolved through a refund or appropriate compensation as I am rightfully entitled to.