I Can’t Get a Refund After Canceling Agoda Booking at Justiniano Deluxe Resort

I booked an all-inclusive stay at Justiniano Deluxe Resort through Agoda on March 27, 2025, for the dates September 1–6, with the “free cancellation” option clearly selected. I made the full payment in one transaction, thinking that if anything changed, I could cancel without losing my money. But when I tried to cancel, Agoda now claims that no refund will be given—completely going against the terms I agreed to when booking.

To make matters worse, there's no real customer service to talk to. I've been stuck in a loop of automated replies and dead-end support options. I even contacted the hotel directly, and they warned me that if I show up with that reservation at that rate, I might face problems or even be denied the stay.