My Agoda Reservation Canceled by Hotel, But No Refund

I made a reservation through Agoda as a Gold member, and I frequently use the platform for bookings. However, I am extremely disappointed with the service regarding my reservation ID 1430307312.

I booked and paid in advance in November 2024 for a stay scheduled on March 29, 2025. Recently, I received a message from the hotel stating:

"Dear Yusuf, we are very sorry to inform you that this is a duplicate booking, and we do not know why this error occurred in the system. We will contact Agoda. We regret the inconvenience and hope to welcome you in the future!"

The hotel requested me to cancel the booking but has not issued a refund. I attempted to contact Agoda's customer support, but I am unable to speak with anyone. I also reached out to the hotel, but they have not responded.

This is completely unacceptable—if the reservation is canceled due to a system error, I should receive either a refund or an alternative booking option. Agoda has failed to resolve this issue, leaving me frustrated and regretting my decision to prepay.