Agoda not refunding- bed bugs

lon_85

Hi everyone I booked 5 nights in Malaysia In August on Agoda - after 1 night I realised that there were bed bugs in the room which I filmed and sent to front desk and manager of hotel - they said they will follow-up with agoda to refund me 4 nights - but I've been back and forth with Agoda ever since  - they said its not them it's their supplier that has rejected refund and the hotel themselves have agreed to refund  - i even emailed hotel and they said they approved refund and sent email to me to confirm - i asked for the supplier details but agoda refused and said they will be closing case as there is nothing further they can do - they offered me £83 agoda cash! I lost £349   - do I have any rights here how can i get my money back?

eskbanker

If you found the bed bugs after one night, what arrangements were made for the remaining four nights?

lon_85

They didn't make any arrangements  - they asked me what I wanted to do I said I would like to get refund for 4 nights and exit as if its in 1 room its highly likely to be in other rooms - they accepted and said they will work with Agoda to get refund to me. 

eskbanker

But did you make Agoda aware of the issue at the time and ask them to arrange alternative accommodation?

lon_85

Yes I did call them and make them aware that I had to exit the property due to bed bugs and sent them the video - they have all my emails and I have the whole thread - this happened with another hotel and they immediately reduced my stay to 1 night and refunded me for remaining nights so I thought it would be same here - I also booked via agoda. 

eskbanker

lon_85 said:

Yes I did call them and make them aware that I had to exit the property due to bed bugs and sent them the video - they have all my emails and I have the whole thread

So in that thread, did Agoda agree to refund and/or to book you into somewhere else, or were you just notifying them of the issue? 

lon_85

I managed to get this sorted now - thankfully they replied to me and refunded the full amount :-)