Room was booked and paid for upfront via an agent. When checking in I was asked to put down a credit card for any additional charges to the room. However, after checking out I found that the cost of the room booking was also charged to my credit card a second time, meaning the room had been paid for twice. I emailed them with no response. Called the reception, staff admitted they could see it was double charged and that they would refund it. I asked for this to be confirmed in email. I never recieved the email, or refund. I have sent multiple emails which were not responded to. I called IHG group to try to escalate the complaint, they gave me a case number and said I would hear from the hotel. Again no response. I have called multiple times, each time being told I would be contacted by the hotel manager. I do not know what else to do to get the double charge refunded as they will not respond to any contact attempts and I keep being told by staff that they did make the mistake but the manager will contact me, this is ongoing almost a week with no contact. Also found the hotel maintenance to be poor, with most faciliities including gym, internet and laundry to be out of order. Very poor management.