Trivago Redirected Me to Agoda but I Could Not Reach Customer Support

I am writing to report a serious problem I experienced with a hotel reservation made through Trivago and Agoda, as well as the complete lack of accessible customer support in Turkish.

I searched for Cleopatra Golden Beach Hotel through Trivago and was redirected to Agoda, where I completed a reservation for July 15–17. The full accommodation cost was charged to my credit card immediately at the time of booking.

Before traveling, I contacted the hotel directly to confirm my reservation. To my surprise, I was informed that the hotel was already fully booked. Although my reservation appeared in their system, the hotel stated that it could not be honored because there was no availability.

Neither Agoda nor the hotel offered me any alternative accommodation.

When I attempted to contact Agoda Customer Support, I discovered that I could not reach a Turkish-speaking representative. I was also unable to find any customer service telephone number that I could call. Instead, I was left with a system where communication was limited to channels chosen by Agoda, and responses were provided only at their own convenience. This made it extremely difficult to communicate and significantly increased my frustration and uncertainty.

Similarly, I could not find any customer service phone number or accessible representative for Trivago, even though Trivago was the platform that directed me to Agoda. As a result, I was unable to report the issue directly to Trivago or request assistance.

Because I could not obtain any practical support from either platform, I contacted the hotel's sales department directly. The hotel representative informed me that they had already communicated with Agoda, that my payment would be refunded, and that I should make a reservation at another hotel instead. I specifically asked whether they were certain that the refund would be processed because I could not afford to lose that money. I was assured that there would be no problem, that the hotel had informed Agoda that it was fully booked, and that I could confidently book another hotel.

Relying on this assurance, I had no choice but to arrange accommodation elsewhere.

Being placed in a situation where I had fully paid for accommodation but still faced the possibility of arriving without a hotel, while being unable to reach any real customer support from either Agoda or Trivago, caused me significant inconvenience, loss of time, financial uncertainty, and a serious loss of confidence in both platforms.

I respectfully request that Agoda process a full refund of the amount charged for this reservation as soon as possible. I also request that Trivago acknowledge the problems experienced on the platform to which it redirected me and review the quality of the partners and customer support available through its service.

Finally, I believe it is unacceptable that two of the most widely used hotel booking platforms operating in Türkiye do not provide accessible customer service contact information or the ability to communicate with a Turkish-speaking representative. I ask both companies to improve their customer support so that consumers can receive timely and effective assistance when serious problems arise.