Double Payment Taken Via Agoda – Refund Not Processed

I am requesting the resolution of a serious issue I experienced during a reservation made through Agoda. On December 25, 2025, I created a reservation via Agoda for Özkum Park Hotel in Sapanca for the dates January 3–4, 2026, under reservation number 1681740689. During the booking process, I was informed that the payment would be collected through Agoda, and accordingly, I paid $94 via Agoda.

However, when I arrived at the hotel on January 3, 2026, the hotel staff informed me that they had not received any payment from Agoda and requested that I pay again. In order to proceed with my stay, I was forced to make a second payment, and $92 was charged again from my card at the hotel. As a result, I was made to pay twice for the same reservation.

I have receipts and bank records for this second payment. On the same day, I contacted Agoda customer service and explained the situation in detail, requesting a refund for the duplicate charge. Agoda acknowledged that a double payment had occurred and asked me to provide proof of the hotel payment, which I submitted on January 4, 2026. Agoda also sent an email clearly acknowledging the duplicate charge and apologizing.

Despite this, no refund was processed for a long time. Even after multiple follow-up emails, the process did not progress. On March 1, 2026, Agoda informed me that a refund of €60.58 had been issued and provided an ARN number. However, after checking with my bank, I was told that no such refund had been received in my account.

I have reported this issue to Agoda multiple times, but no concrete solution has been provided. Either my emails were answered very late or not at all. Despite all my efforts throughout March and April, my refund has still not been processed, and my issue remains unresolved.

I request that Agoda immediately refund the full $94 that was charged through their system and that they coordinate with my bank to clarify the situation and resolve this matter without further delay.