Dubai hotel refund stuck since March- Hotel or Agent issue?

Looking for advice

We had a booking at grand millennium, Dubai for 20 March 2026, but could not travel due to regional flight disruption at that time.

Our flights were refunded, but as of today, we have still not receive the hotel refund.

Our travel agent says that the hotel has not released the funds and also says the booking and not be transferred to another guest because the names must remain the same?

Has anyone dealt with refund delays with this hotel or similar situations in Dubai?