Agoda Reservation Issue for Swandor Topkapı Palace - Need Update for Family Booking

I made a reservation for 2 adults and 2 children at Swandor Topkapı Palace through Agoda for the dates 13-17 August. I updated my original reservation (number 1306173908) via the mobile app. On 4th August, I found a better price for the same room, dates, and number of people on Agoda.com and created a new reservation (number 132-202-9848), then canceled the old one. However, when I called the Topkapı Palace hotel, they said the booking shows only for one person, and the invoice reflects payment for a single guest. Although the reservation was marked as non-cancelable, it was canceled without a refund when I tried through the mobile app. Now, the hotel says the reservation is not visible and has been canceled. I emailed [email protected] and am awaiting an update for 2 adults and 2 children for 14-17 August 2024.