Agoda Refused to Cancel My Incorrect Hotel Booking

I made a hotel reservation through Agoda for August 11, 2026, to August 16, 2026, for two adults and one child (3 years old). After that stay, I booked another reservation through Agoda at Vikingen Infinity Hotel for August 16, 2026, to August 21, 2026. The reservation number is 1735395221.

However, I accidentally made this reservation for only one guest under my name. As soon as I noticed the mistake, I contacted Agoda and explained that I would be traveling with my wife and my 3-year-old child and requested that the reservation be canceled. Agoda informed me that they could not process the cancellation and told me to contact the hotel directly.

When I called the hotel, the staff informed me that Agoda needed to send them a cancellation request by email and that they would approve it once received. I then submitted a cancellation request with a refund through Agoda. However, I immediately received a notification stating that the hotel had rejected my cancellation request. When I contacted the hotel again, they told me that they had never received any cancellation email from Agoda. Agoda, on the other hand, insisted that the request had been sent and that the hotel had declined it.

As a result, I have been left without any meaningful assistance from either party. The situation is unreasonable because it effectively forces me to stay at the hotel alone while my wife and my 3-year-old child would have to return to Bursa without me. This reservation was made in error, and I tried to correct the issue immediately after discovering it.

I am requesting the cancellation of reservation number 1735395221 with a full refund. I also expect Agoda and the hotel to properly coordinate and provide a fair resolution instead of shifting responsibility back and forth. I would appreciate prompt assistance in resolving this matter.