I Got Double Charged for the Same Hotel on Agoda and They Left Me on My Own

I accidentally (or possibly due to a system glitch) made two identical bookings for the same hotel on Agoda, both for the same dates and same room type. When I realized the issue, I immediately contacted the hotel directly. They were understanding and said they would refund half the payment as a goodwill gesture. However, when I reached out to Agoda, they completely distanced themselves from the situation and told me to deal with the hotel directly.

This is unacceptable. Agoda facilitated the booking and took the payment, so they should be responsible for helping resolve the issue. Instead, they leave their customers entirely at the mercy of the hotel. There’s no direct support line, no efficient resolution, and no accountability.

I expect Agoda to stand behind their service, take ownership of the issue, and assist with getting a full or at least a fair partial refund. As a customer, I shouldn’t have to chase down a hotel abroad due to a platform error or booking duplication. Agoda must support their users and stop passing the responsibility to third parties.