Agoda Double Booking Error With the Hotel - Double Charge Refund Request

I made a reservation through the Agoda application for The Hera Maltepe Otel & Spa in Istanbul with check‑in on 1 December 2025 and check‑out on 2 December 2025. While I was completing the payment on 1 December, the app froze on the payment screen and then sent me back to the reservation page, where it appeared that no reservation had been made. When I tried again, the reservation was shown as confirmed, but shortly after I received an email stating that the reservation had been made twice. As a result of this technical error in the app, two separate reservations were created and I was charged twice. The reservation numbers are 1674365510 and 1674365284, and the guest name for both is Mertcan A***. The payment was made with a card ending in 2487, and my Agoda email address is mertca***@gmail.com. I spoke with the hotel, and they informed me that this issue must be resolved directly by Agoda, but I have not been able to reach Agoda customer service through the usual channels. Since this double booking and double charge occurred due to an error in the Agoda app, I request that one of the reservations be cancelled without penalty and that the corresponding amount be fully refunded to the card ending in 2487 as soon as possible. I also ask that the issue with the app freezing at the payment stage be investigated so that similar problems do not occur again.