Hello Choice Community,
I booked a hotel through Agoda and when we were on the way to the hotel, I got an email (not even a call) saying that they have cancelled the booking because Agoda had not payed them.
After a good hour and a half on the phone with Agoda customer services, I requested that they book me another hotel. The first customer service representative told me that I’ll be getting an equivalent or better room and got one of his booking colleagues to call me.
We had booked a 4-star hotel and the second guy offered us a 3-star hotel and we rejected.
So he told me that he cannot transfer the funds to other hotels because they were getting those through their partners.
He told me that the only way to do that is for me to pay for the second hotel and they would cover for that.
(The arrangement was since my original booking has been cancelled, I’d get a refund for that and Agoda will also refund me the difference between the two to me so that I’m only paying the cost of the original booking)
I asked him to send me an email so that I have proof of his promise and got one. I sent them the receipts and there are many emails from Agoda promising about the refund.
When there were no refunds in my account, I contacted them again and the customer representative told me that they had refunded me manually on 9th of September.
But I still don’t have the funds in my account (they say it may take up to 30 days, but 30 days have already gone).
What can I do about this? I have all the evidence in email Agoda acknowledging the refund.