TIP HOTEL CAMBRAI ex HOTEL F1

We accidentally made a double booking through Agoda because our first booking attempt did not provide any confirmation, so we assumed there had been a system error and tried again. Both reservations went through. We used only one, but the hotel has refused to cancel and refund the unused reservation. Despite contacting both the hotel and Agoda several times, the hotel has not responded or provided any explanation, and they continue to keep the money for a reservation we never used. Agoda has also refused to take responsibility, saying they cannot cancel it if the hotel refuses—even though the duplicate booking appears to have resulted from a problem with Agoda's booking process. The arrival experience was also terrible. The night receptionist did not speak English, making even basic communication extremely difficult. In the morning, there was no one at reception, only a phone directing guests to a nearby Ibis Hotel for assistance. The hotel itself was dirty and largely automated, with no private bathroom, toilet or shower in the room. The shared facilities were not clearly communicated when booking. When the automated systems didn't work, there was nobody available to help. We have now given both the hotel and Agoda a deadline to resolve the refund. If they fail to do so, we will take further action. Poor service, almost no staff, inadequate facilities, and absolutely unacceptable handling of a refund. Think twice before booking this hotel.