Agoda.com — Didn't get my refund as promised on the phone by customer service

The room I booked in Thailand was different than the pictures of the Agoda website and was in an unacceptable bad state. I couldn’t sleep all night.

I will give a quick summary of my problems with the room:
- The toilet does not flush. When you press the flush, the water is overflowing and does not go away.
- the light in the room and in the balcony is not working
- the electricity contact points are falling a part and some completely not working anymore
- the matrass is so old that you lay down in a hole. I needed to put the matrass on the ground to have a little support.

The next day the reception of the resort and Agoda were unreachable. I decided to book another resort.
In the afternoon I managed to contact the reception and they solved the problem with upgrading me to a way better new room. Together we called Agoda, to solve the issue and to cancel my other booking that I just made less than an hour before. On the phone they told me they will cancel the other booking without any charge. However, later I received an email that I still needed to pay both rooms. So, I ended up paying both rooms and Agoda was unreachable. I would like to get a refund. I would not recommend anyone to book through Agoda.