Trivago-Agoda Booking Error: Wrong Nationality and Additional Charges
On 08.07.2024, I made a holiday reservation from agoda.com for the dates 15-19.07.2024, after being directed from Trivago. Since I made this reservation at an address redirected by trivago.com.tr in Turkey, I proceeded with the transaction as usual. I paid for the reservation with my Ziraat Bank credit card. I received the confirmation email, and everything seemed fine. On 15.07.2024, after a 13-hour journey with my daughter, I learned at the hotel that the reservation was made under American nationality, and I needed to pay an additional fee. Despite providing all documents and screenshots to explain the situation, the reservation information sent by the site showed my nationality as USA in the hotel records. We were left stranded after such a long journey. It turns out agoda.com does not sell in the Turkish market. They provided different information to both me and the hotel. I will take whatever action is necessary.
Dear l***, We apologize for the inconvenience. We regret to inform you that we currently do not offer customer service in Turkish. We are using translation support to understand your message and can continue to provide you with support in English. Your experience is important to us. If there is any other issue you need assistance with, please send your query along with your Agoda reservation number and include your support request number 29388456 in the subject line. Thank you for your understanding, and we look forward to your email. Lin
