Agoda Booking - Double Payment for same Reservation

Agoda Booking ID *********



I had made a reservation through Agoda and received a confirmation for two rooms to accommodate * adults at Collection O ***** Hotel Lemon Arrow Inn from ** March **** to ** March **** at Howrah.

I received an email notification from "notification@agodabiz.com" on Feb **th, ****, requesting upfront payment for my hotel reservation. I promptly made the payment of INR ****.** via the provided link in the email.

However, upon reaching the hotel, I was asked to pay an additional amount of INR **** to honor the reservation. As I had no other option, I paid the amount to get the hotel room

On ** March **** I sent an email requesting a refund of INR ****, which was an unexpected and unjustified charge.

On ** March **** I received a reply to send documentary proof for my claim and forwarded copies of five documents on same day.

On ** march **** I again sent a email with along with copies of five documents.

On *april **** I received reply “we would like to inform you that you were already tagged as no show for your original reservation since the property asked you to pay for the additional charge of INR ****, which means that the hotel made you a new reservation.”



*. How can the hotel tag me as a "No show" if they gave me a room by changing additional money INR ****?

That clearly confirms that hotel tag/ message is misleading.

*. If Agoda considers my stay as a " new reservation" with hotel, why would i make a new reservation if i was given a room for my prepaid booking? How about the prepayment I have made for this reservation?

I am impacted in * ways here

*. Lost prepaid money for the reservation.

*. Paid an additional **** for the same reservation I already paid for.

*. Additional hassle to deal with this matter.

I conveyed the matter through email the same day.

On *april **** I received reply to send documents again and I sent same day.

I sent all the document copies on four different dates **,**,** March **** and * April ****.

Each time I answer their Query a new person represents Agoda customer service with another reason asking for copies of documents. This seems to be a delaying tactic.

Please help me in this matter and get the issue resolved.