Double payment - refuse to refund!

We stayed there over a year ago. It was not overly great, but we had to ask for linen to make a bed for my son on the couch when we got back after a function at 11pm.... We booked for the kids (family room), but they didnt set the room for them. I made the booking through Agoda - and had to enter details for payment on confirmation. When we checked in, I was asked to pay again - i mentioned that the payment was made and even showed the lady in the reception the transaction. She refused to check us in without 'payment at check in' I paid again, thinking ok - then the booking agent wont take the payment - its probably a holding payment incase of a cancelation or no-show....

2 weeks later I noticed on my bank account that both payments have been deducted, and contacted the hotel immediately. They apologized, asked for the correct paperwork in order to make a refund.

I have been following up every 2 or 3 months, and now every time - they say - yes, we will process, we waiting for the accounts person blah blah blah..... Following up 2 weeks ago, I was told to 'submit' a eligible refund and send all the details.......yet ANOTHER delay tactic not to pay. I have forwarded the string of 18 emails, with ALL THE DETAILS that might be needed. STILL no refund though............................ How do people sleep at night, knowing that they take double payments - and just point blank refuse to refund.

I am tired of the excuses, the constant check up, asking for my money back..... I just want everyone to know that they will be cheated somehow.... DONT utilize this establishment. Seem like they just care about money, but not about their reputation....so then they should feel it in their pocket. !!!

I have contacted Agoda, they asked for more details - to never hear from them again. Who is meant to refund me - at the end, the hotel got paid twice !!!