Hilton Reservation Accepted but Hotel Had No Available Room

On November 12, I made a reservation through Enuygun.com with reference number 29924822 to stay at the Hilton Bursa Convention Center & SPA between November 13–15, and I paid ₺11,438.13 by credit card. After my reservation was confirmed, I called the hotel and was told there were no available rooms and that my reservation would most likely be canceled. I spoke with Mr. C***, the hotel manager, and Mr. U** from the reservations department. They both said they would do their best but confirmed there was no availability, and if I had no objection, a refund could be issued. They also stated that the agency needed to obtain confirmation from the hotel. I informed Enuygun.com and requested the cancellation since the hotel had no rooms, but the agency said they could not proceed without receiving an official confirmation from the hotel. During this process, I had to contact both the hotel and the agency multiple times, yet no solution was provided. Finally, I spoke with Ms. F*** from the hotel. She first said they could not help, then added that the necessary corrections could be made by email. However, in the end, I was forced to pay for a room I did not stay in, and the hotel gave the same room to another guest, earning income twice. I was completely victimized throughout this process, and my refund request was not fulfilled. Although the contract states that refunds may not be issued, this situation is different: the service was never provided, and I was clearly informed that the hotel had no availability. I request an immediate refund; otherwise, I will pursue legal action and file complaints with the relevant authorities.