Agoda and Hotel Blame Each Other Over Guest Error and Refuse $1,701 Refund

I booked a stay at Swandor Topkapi Palace through Agoda for September 1–6, 2026. I specifically set up the reservation for 2 guests, and my payment of $1,701 was approved through Agoda on August 19, 2026, around 8:00 PM. However, prior to checking in, I reviewed the booking confirmation email and noticed that the system listed the reservation for only 1 guest. My Agoda booking number is 1763972952.

Upon noticing this, I first called the hotel to explain the situation. The hotel stated they couldn't make any changes and instructed me to contact Agoda. When I spoke with Agoda customer service by phone yesterday, they passed the buck back to the hotel, claiming that cancellations and modifications require hotel approval. When I called the hotel again, they insisted they could not process cancellations or changes and denied all responsibility. I then received an email from Agoda stating my refund request had been denied.

I intended to book for 2 guests from the start and paid accordingly. Despite this, the hotel demanded an additional fee of roughly $2,904 just to update the guest count to 2 people. They refuse to correct the guest count on my existing booking to 2 guests, and they refuse to assist with a cancellation or refund of my $1,701 payment. Meanwhile, Agoda refuses to take responsibility, citing the hotel's lack of approval.

I am experiencing severe frustration because both the hotel and Agoda keep pointing fingers at each other. Not only am I being denied what I originally paid for regarding the 2-guest stay, but I am also being subjected to unfair and outrageous additional fees. I demand that my reservation be corrected to the actual guest count (2 guests) at no extra charge, or if that is not possible, that my full $1,701 payment be refunded. I request an urgent response to resolve this issue.