Agoda Booking - Agoda s Deliberate Inaction Cost Diamond Member Refund Across Two Simultaneous Bookings

I am an Agoda Diamond member and am filing this complaint against Agoda for deliberate inaction, deficiency of service, and wrongful withholding of refund on Booking ID ********** at Polo Cherrapunjee Resort, Cherrapunji, India. Check-in date: *th March ****.I requested cancellation on **th February **** - ** days before check-in, well within the hotel's own **-day free cancellation window. The hotel confirmed willingness to cancel as early as **th February ****. The hotel explicitly stated that only Agoda can initiate the cancellation on their platform - the hotel has no ability to do so themselves.Despite this, Agoda did not contact the hotel until **rd February **** - ** days after my request. During those ** days I sent daily follow-ups via email, Agoda chat and the help desk. Not a single executive acted on any of them.Agoda claimed the hotel was unreachable. I sent one WhatsApp message to the hotel. They responded within minutes. The hotel was never unreachable. Agoda simply never tried.Agoda is now citing a non-refundable policy that their own inaction caused me to lose. Had they contacted the hotel on **th February as they should have, this would have been resolved within the free cancellation window with zero dispute. Agoda manufactured the very obstacle they are now hiding behind.This is not an isolated incident. In a simultaneous case, Booking ID ********** at La Quinta Inn Orlando USA, Agoda spent weeks deflecting and stalling before finally processing a refund only after I escalated to the CEO and Chief Customer Officer. The hotel had admitted fault in writing from the very beginning.I am a Diamond member who has given Agoda lakhs of rupees worth of business over several years. I have been failed across two bookings simultaneously, across every channel Agoda offers.I am seeking a full refund for Booking ID ********** and compensation for the distress, time lost, and repeated negligence I have been subjected to.