Agoda and Paypal refusing to refund a "Risk Free" fully refundable booking!!

susanbonnar

I'm at my wits end and  writing to request help or advice  with the above.

The long and the short of this is that I made fully refundable  booking through the Agoda website and paid via Pay Pal with paypal credit. (pay within 3 months with no interest)

When I contacted Agoda to cancel they refused saying that the booking was non refundable and when I contacted Paypal's resolution center they advised that although the case went initially in my favor ( so the paypal agent advised) my claim was rejected and the reason given was "there was no evidence that the item was misrepresented"

I have concrete evidence to support my claim, this includes snapshots of the final booking page, various dated and timed emails to correspond with my requests to Agoda, I even have emails from the hotel with which the booking was made and they also agree that the booking conditions were for a "fully refundable" booking, (although they would be unable to initiate a refund as they too have not been paid).

I would hate to think that anyone should have to go through this scenario when, as I see it, this is a clear cut case.  I feel that they are just trying to wear me down and that Ill eventually give up!! 

I'm  thinking the next step is to go to  the Financial Ombudsman ??

Any other suggestions??

Alderbank

You say that you made a booking through Agoda, which is an agent.
In their T&Cs they say:

6. Booking conditions - Cancellations

By making an Accommodation reservation on our Site, you accept and agree to the relevant Accommodation booking conditions, including cancellation and no-show policies applicable to that booking...

The general cancellation and no-show policy of each Accommodation is made available on the Site at the Accommodation information pages or under “Booking Conditions”, “Cancellation Policies” or the like, and in the confirmation email and voucher.

It sounds as though you have not complied with something on the specific policy of the site relating to your specific booking.

We don't know who that booking was with but you do. Look through the specific terms you were sent by email. 'Guaranteed' cancellation promises always have small print.

The Financial Ombudsman only deals with businesses regulated by the FCA (Financial Conduct Authority). Agoda is not one of them. The business you booked with might be, but most businesses regulated by the FCA are financial institutions rather than holiday companies.