Agoda System Glitch Led To Duplicate Booking

I booked a stay at Merit Lefkosa Hotel & Casino via Agoda for 12–13 September 2026, and due to an error in your system I have been charged twice for the same stay. First, I created a reservation and paid for it with my debit card (Booking No. 1). Immediately afterwards, your system sent me an email that reservation no. 1772960267 could not be confirmed and that the MasterCard transaction had not been completed. Around the same time, I also received an email stating that only one room remained for my dates, which created additional pressure to act quickly. This email, combined with the failure notice referring to what I will call a “phantom” Booking No. 2 that I never created, led me to believe my booking and payment had failed and that I might lose the room. To secure the room and avoid the risk of having no accommodation, I made another reservation through Agoda, this time paying with a different card, which resulted in Booking No. 3 with reservation number 1773069872. Only later did it become clear that I now had two fully paid, identical bookings for the same dates and same hotel, and I have Agoda email confirmations for both the failed transaction and the confirmed duplicate booking, as well as an Agoda app screenshot showing both completed reservations, as proof. The duplicate booking and charge were therefore caused entirely by Agoda’s misleading failure/cancellation notification, the urgency email and the system glitch, not by any action or negligence on my part. Despite this, when I contacted your customer service for days in a row, I was repeatedly told that the booking is “non‑refundable,” and my request for a refund was rejected without taking into account the system error and the misleading information I received. I request a full, penalty‑free refund of 7,762.43 Turkish Lira for the duplicate Booking No. 3 (reservation 1773069872) to the card used for that transaction. In addition, considering that I have been trying to resolve this with your customer service for several days without a fair solution, I also request reasonable compensation for the time, stress and inconvenience caused by this situation. If necessary, I am ready to share the related confirmation, failure and screenshot documents directly with Agoda via a secure channel. I also expect Agoda to review this incident, acknowledge the system issue that created the phantom booking and misleading emails, and ensure that other customers do not face similar duplicate charges in the future.