Agoda Ignored Duplicate Reservation and Denied Refund

Update: Agoda says the cancellation request wasn't rejected, but that they didn't receive a response from the hotel. However, the hotel has stated in writing that the cancellation request will be considered if the agency (Agoda) contacts them directly. Nevertheless, Agoda, without concluding the process, replies "cancellation not possible". My request is the cancellation of the duplicate reservation and a full refund of the fee.

Hello, I would like to provide an explanation regarding the reservation whose details I share below. For the same hotel, same room type, and same dates, the system created two bookings. This occurred unintentionally during the reservation process. The hotel has stated in writing that, for the reservation to be evaluated, Agoda, as the agency, must contact them directly. There is no statement from the hotel indicating that the request was denied. Agoda later reported that no response was received from the hotel. This does not mean that the request was denied. My request is not to change the standard cancellation policy. I am seeking support for the duplicate reservation that was made unintentionally. Reservation Details: Reservation No: 608303875 Hotel: Pearl Hotel Phuket Check‑in Date: 18 January 2026 Check‑out Date: 27 January 2026 Thank you for your attention.

Update: Despite my travel date approaching, Agoda has not provided a clear solution for a long time. The hotel has stated in writing that the request will be considered if the agency contacts them directly. A reasonable time has been exceeded. My request is for an urgent solution regarding the duplicate reservation that occurred unintentionally.

Update: I repeatedly receive information from Agoda that they are waiting for a response from the hotel and that no reply has been given to them. However, I was able to contact the same hotel personally, and the hotel has stated in writing that if the agency (Agoda) contacts them directly, the cancellation request will be considered. Nevertheless, Agoda is giving contradictory and delay‑inducing answers, claiming on the one hand that they cannot reach the hotel, and on the other hand that cancellation is not possible. Despite the travel dates rapidly approaching, the lack of a concrete solution creates the impression that the process is being stalled. My request is not to change the standard cancellation terms, but to provide a fair solution for the unintentionally duplicate reservation for the same hotel, same dates, and same room type. Reservation Details: Reservation No: 608303875 Hotel: Pearl Hotel Phuket Check‑in Date: 18 January 2026 Check‑out Date: 27 January 2026

Update: In the latest email sent to me by Agoda, it is clearly stated that a written approval has been received indicating that the hotel is ready to consider the reservation cancellation. However, it is claimed that the process has been delayed again because this approval “could not be verified by phone.” The fundamental problem I am experiencing at this point is Agoda’s continual postponement of the process and its contradictory explanations. While I can individually reach the hotel via email, Agoda repeatedly claims that “the hotel cannot be reached,” which causes me serious hardship. Furthermore, despite the travel date being very close, the file continues to be held up without clarification. This gives the impression of a time‑gaining approach rather than a good‑faith resolution process. My request is not a withdrawal under a no‑refund cancellation policy. It is the cancellation of an unintended duplicate reservation for the same hotel, same dates, and same room type, and a refund of the amount to me. I kindly ask that, without further delay, the matter be concluded promptly in line with the hotel's written intent to evaluate, as communicated.

Update – Urgent: I have repeatedly received the same standard response from Agoda. However, throughout the process, the hotel has stated in writing that the agency (Agoda) must contact them directly for the cancellation request evaluation. Agoda, on the one hand says "we couldn't reach the hotel," while on the other hand tries to close the process with the same automatic reply. In a situation where I can personally reach the hotel, it is unacceptable that Agoda, as the agency, cannot provide this. Due to the approaching travel date, the matter has now become urgent. My request is clear and explicit: It is not a withdrawal request under a non‑refundable cancellation policy, but the cancellation of an unintended duplicate booking for the same hotel, same date, and same room type. I now expect from Agoda not the same automatic replies, but concrete action and a clear outcome.

Update: The hotel has approved the free cancellation in writing via email for the duplicate reservation. Nevertheless, Agoda continues to send me the same standard responses. Even though the travel date is approaching, and direct communication with the hotel is possible, Agoda's delay of the process on the grounds of “no response” is unacceptable. My request is clear: the free cancellation approved by the hotel should be reflected in the Agoda system immediately, and the amount should be refunded without delay.

The refund has been approved by Agoda and the process has been initiated. I am waiting for the process to be completed. Thank you.

After long efforts, correspondences and emails, I received my refund. Thank you.