I Paid for a Jacuzzi Room on Agoda but Was Given a Standard Room and Got No Refund

I booked a jacuzzi room at Cityloft 24 through the Agoda app for the dates March 30–31, 2025. When I arrived at the hotel, I was told my reservation showed up in their system as a standard room, not the jacuzzi suite I clearly selected and paid extra for. The staff insisted the system only listed me for the cheaper standard room, even though I had proof of my jacuzzi room booking and payment.

I requested to be upgraded to the room I originally booked and paid for, but they told me I would have to pay nearly double again. I was shocked and refused. Despite not staying in the standard room, the hotel refused to cancel the reservation or issue a refund. I ended up having to book a second jacuzzi room at Cityloft 64 through Agoda again, this time at a cheaper rate than what I originally paid, just to avoid being stranded on the first day of the holiday.

So, in one day, I paid twice for a jacuzzi room, never used the first one, and got no refund or support from Agoda. I have photo evidence of the room types, price differences, and my original booking, all of which clearly show the discrepancy.

This has caused me serious financial and emotional stress, especially during a holiday. I urgently demand a full refund for the unused reservation and proper accountability for this system error. Agoda must take responsibility for ensuring their booking platform communicates accurately with hotels.