This is general information for the Philippine context and not a substitute for legal advice on your specific facts.

1) Why these disputes happen

Most refund headaches come from a simple mismatch of expectations vs. contract terms:

Cancellation windows vs. “non-refundable” rates
Who actually charged you (Agoda or the hotel)
Overbooking/closure or the room not being as described
Force majeure (typhoons, flight disruptions, public emergencies)
Currency conversion and deposit holds
No-show coding errors even if you checked in (or tried to)

Understanding who the merchant of record is usually decides who must return the money—and how fast.

2) The three booking models (and who should refund you)

Agency model (Pay at hotel). Agoda is an intermediary. The hotel charges your card at check-in or check-out. Refunds come from the hotel; Agoda can facilitate but doesn’t hold your money.
Merchant/prepaid model (Pay now). Agoda (or an Agoda affiliate) charges your card at booking, then settles with the hotel later. Refunds are typically processed by Agoda, because it took the payment.
Hybrid/collect models (deposit now, balance at hotel). Your deposit is Agoda-side; your balance is hotel-side. A cancellation may require two refund paths.

How to tell which one you have: Check the confirmation: look for “Pay at property,” “Prepaid/Pay now,” “AgodaCash,” invoice/OR issuer, and which entity name appears on your card statement.

3) Key Philippine legal touchpoints (plain-English guide)

Freedom to contract, limits & unfairness controls. Parties may set cancellation terms, but clauses can’t violate law, morals, public policy, or good customs. The Civil Code principles on good faith and abuse of rights apply; unconscionable terms in adhesion contracts may be struck down.
Consumer protection lens. Philippine consumer protection rules frown on misleading representations and require clear, truthful disclosures (pricing, inclusions, taxes, fees, restrictions). Ambiguities are generally construed against the drafter (the platform/hotel).
Fortuitous events (force majeure). If performance becomes impossible due to events no one could reasonably foresee or prevent (e.g., declared typhoon closures, government restrictions), strict “no refund” stances may be tempered by equity and public policy. Documentation matters.
Electronic commerce. Online agreements, click-wrap terms, and electronic records are valid if consent and notice are shown. Keep screenshots of the exact terms you saw at checkout.
Data privacy. Platforms/hotels must safeguard ID/credit card data and disclose processing/sharing. Breaches or misuse can be a separate complaint avenue (e.g., if a card was charged after cancellation).

Practical upshot: even with “non-refundable” labels, misrepresentation, non-delivery, overbooking, or impossibility can justify a refund or at least a rebooking/credit.

4) Who is responsible in common scenarios

Scenario	Likely Responsible Party	Why / Notes
Prepaid “Pay now,” booking cancelled per free-cancellation window	Agoda	Agoda took payment; it should trigger refund per timeline in the voucher.
Prepaid “Pay now,” hotel is closed/overbooked/room not delivered	Agoda (primary) + Hotel (substantive breach)	Platform holds your money; hotel’s non-delivery strengthens refund claim.
“Pay at hotel,” hotel charges despite timely cancellation	Hotel	The hotel charged; dispute directly. Ask Agoda to intervene with proof.
Hotel collected security deposit and won’t release	Hotel	Deposits are a property-side issue unless Agoda also held a separate deposit.
Wrong “no-show” flag; you arrived or the property refused you	Charging party (Agoda if prepaid; hotel if pay-at-property)	Provide time-stamped evidence; platform should reverse coding and refund.
Force majeure (e.g., flights canceled due to typhoon)	Depends on contract; equity favors traveler	Even if “non-refundable,” documentation + public policy may support refund, rebooking, or credit.
Duplicate charge (hotel + Agoda)	Both, pro-rata	One of them must reverse. Provide both receipts and card statement.

5) Evidence that wins cases

Booking confirmation + full cancellation policy (screenshots, PDF)
Time-stamped emails/chats with Agoda and hotel
Photos/videos proving non-delivery (closed hotel, unusable room)
Airline advisories (for force majeure)
Card statement showing the descriptor (proves who charged)
Official receipts/invoices (identify payee)
Call logs/chat transcripts (IDs, dates, agent names)

Keep everything in one folder. Name files with dates.

6) The step-by-step playbook for refunds

A) Internal resolution (fastest if done right)

Identify the payer. Check your card statement: if descriptor shows Agoda/affiliate, start with Agoda; otherwise the hotel.
Present your legal and factual angle succinctly:
- “Non-delivery/overbooking” or “canceled within free window,” or “force majeure,” or “misrepresentation.”
- Attach proof in one email/thread.
Ask for a specific remedy: full refund; partial refund (first night kept); date change; credit with expiry; or escalation.

B) Escalate with leverage

Platform escalation: Ask for a supervisor or formal dispute team review.
Hotel escalation: Write to the General Manager/Owner, copy Reservations/Front Office. Mention platform case ID.

C) Card chargeback (if you paid by card)

Use the reason that fits: services not provided, canceled per policy, duplicate charge, merchandise not as described.
Deadlines are strict. Initiate quickly once you hit resistance.
Provide all documentation and the platform/hotel case numbers.

D) External remedies in PH

Department of Trade and Industry (DTI): For consumer complaints (misrepresentations, unfair practices, non-delivery).
Department of Tourism (DOT) / LGU tourism office: For licensed tourism enterprises (overbooking, service failures).
Small Claims Court (First Level Courts): For money claims up to the current small-claims threshold, no lawyers needed; attach your evidence.
Banko Sentral channel (indirectly): If a card issuer mishandled your chargeback, file with your bank and escalate per their complaint process.
National Privacy Commission: If personal/ID/card data was mishandled.

Pick the path that pressures the true decision-maker. If the platform holds the funds, DTI + chargeback hits fast. If the hotel charged you, DOT (if accredited) + DTI + chargeback (through the bank) usually moves the needle.

7) Reading—and using—fine print to your advantage

Choice-of-law / foreign venue clauses. Many platform terms select foreign law/venue or arbitration. Philippine courts may decline to enforce such clauses against consumers when unfair, inconvenient, or contrary to public policy. In practice, local complaint channels (DTI/DOT/small claims) are still viable.
“Non-refundable” isn’t absolute. It bars discretionary cancellations, not non-delivery. If the hotel couldn’t or didn’t perform, or you canceled within a free-cancellation window, claim the refund.
Taxes, fees, and resort charges. If inclusions were unclear (e.g., surprise “resort fee” or breakfast omitted contrary to listing), raise misrepresentation. Seek a refund of the disputed portion at minimum.
Currency and conversion. Dynamic currency conversion can inflate charges. If you were charged in an unexpected currency (contrary to the checkout display), dispute the difference.
Security/incidentals holds. These should auto-release. If they don’t, the hotel must act; provide the authorization code to your bank for early release.

8) Special fact patterns—and how they usually resolve

Overbooking on arrival (walked to another hotel). You can accept a comparable alternative at no extra cost, or decline and request a full refund. If the substitute is inferior, seek rate difference compensation.
Property not as described (under renovation, no pool, AC broken). Document immediately; request fix or room move; if refused or impossible, ask to cancel the stay with refund of unused nights.
Late-night arrival, desk closed despite “24-hour reception.” This is non-delivery. Ask platform/hotel for refund and cost of reasonable alternative lodging that night (keep receipts).
Government travel disruptions (e.g., typhoon signal/airport closure). Provide advisories and airline notices. Request refund or rebooking without penalties on equity/force majeure grounds.
Name or date typo spotted right after booking. Act within minutes/hours. Many suppliers accommodate “cooling-off” style corrections if contacted promptly and politely.

9) Templates you can adapt (short, effective)

A) Initial refund request (send to whoever charged you; copy the other):

Subject: Refund Request – Booking #[XXXXX], [Hotel], [Dates] Hello, I request a full refund for Booking #[XXXXX] because [state ground: non-delivery/overbooking/canceled within free window/force majeure/misrepresentation].

Booked via: Agoda (Merchant of Record: [entity on statement])

Hotel: [Name]

Facts: [bullet your timeline in 3–5 lines] Attached: booking confirmation, policy screenshot, photos, statements. Please process the refund within 7 days and confirm. Thank you.

B) Chargeback cover letter to your bank:

Subject: Chargeback Request – Services Not Provided (Agoda/Hotel) I dispute the [amount/date] charge by [descriptor] for Booking #[XXXXX]. Reason: [non-delivery / canceled per terms / duplicate]. Evidence: Confirmation showing cancellation terms, proof of cancellation, communications, photos (hotel closed), and platform case ID. I request reversal under applicable card rules.

10) Timelines & realistic outcomes

Straightforward policy-compliant cancellations: Refunds often post within one to two billing cycles (card side).
Disputed non-delivery/overbooking: Expect a back-and-forth; strong documentation often secures a full refund.
Force majeure: Outcomes vary; many suppliers approve rebooking/credits; push for a refund if services truly became impossible.
Partial-stay disputes: Unused nights are commonly refundable if you were forced to relocate or the hotel couldn’t fix issues.

11) Smart prevention

Screenshot every step of the checkout page (price, fees, refund terms, inclusions).
Prefer free-cancellation rates when plans are fluid.
Arrive early or inform the hotel of late check-in in writing.
Call the hotel a day before to reconfirm key details (parking, bed type, late arrival, renovations).
Bring a backup card in case of incidental holds.
If weather threatens, monitor advisories and contact both parties before travel.

12) Quick decision tree

Who charged you? → That’s your primary refund counterparty.
Did the hotel deliver what you paid for? If no → refund/rebook.
Were you within a free-cancellation window? If yes → refund.
Was performance impossible (force majeure)? If yes → equity favors refund/rebooking.
Hit resistance? → Escalate (platform/hotel), then chargeback, then DTI/DOT, then small claims.

13) Bottom line

The merchant of record handles the money; the party that failed to perform carries the breach.
“Non-refundable” doesn’t excuse non-delivery or misrepresentation.
Fast, well-documented escalation—then a chargeback and local regulatory routes—usually resolves Agoda vs. hotel refund standoffs in the Philippines.

If you want, tell me your exact timeline (who charged you, policy text, and what went wrong), and I’ll map out the strongest argument and draft the email for you.