Awful Customer Service Experience With Agoda

I booked a stay at Hotel Museumzicht in Amsterdam through Agoda in December and later cancelled this reservation in late January or early February. Despite cancelling, I was still charged around 100 euros, and Agoda now claims the hotel has marked this as a “no-show”. I contacted Agoda customer service about this, and the experience has been extremely frustrating. First I was told I would receive a reply within 72 hours, which never arrived. When I went back to them via live chat, I was asked to wait “7–10 minutes” while my case was reviewed. I ended up spending about an hour trying to get a clear answer and, during this time, I requested an official complaint form six times. Instead of helping, the representative simply stopped responding and effectively ignored me, which I find completely unacceptable. I cancelled this booking in good faith and do not accept being charged as a “no-show”. I am requesting a full refund of the approximately 100 euros and a clear, formal apology for the way my case has been handled. I also ask that Agoda review and improve the behavior and processes of its customer service team so that other customers do not go through the same experience.