Agoda booking - incorrect room

barneybeagle

We paid for a 4 poster double bed in a hotel recently through Agoda for 2 nights. However, when we reached the hotel, they had booked us into a comfort double (over £100 difference in price).

The hotel showed me the confirmation they received from Agoda and I showed them our booking on email and App, so the problem clearly lied with a !!!!!!-up at Agoda. The hotel was full so the hotel could not move us.

I phoned their customer service and they confirmed my correct room booking and told me they would contact the hotel. The following morning reception told me that they had replied to a request by Agoda to what room I had been booked in, which they confirmed to them.

I then received a request for a photograph of the room by Agoda. I attached a photo and sent it back to them.

They then offered me Agodacash USD 34.00, which I refused. They then offered me around GBP 57.00 in Agodacash. I also did not accept that as the price difference in the rooms was considerably more. I have now been offered around Agodacash USD 104.00.

I haven't replied yet, as I am sick of trying to explain to them of the difference in pricing. I feel they should pay me the difference and also a bit extra in compensation in sterling (not Agodacash as I do not intend using them again).

Can anyone advise me on what next or other steps I should take please.

Thank you
bb

Voyager2002

Credit card charge back.

Agoda did not do their job as an agent since (unusually) you have clear evidence that this was not the hotel's fault.

sheramber

barneybeagle said:

We paid for a 4 poster double bed in a hotel recently through Agoda for 2 nights. However, when we reached the hotel, they had booked us into a comfort double (over £100 difference in price).

The hotel showed me the confirmation they received from Agoda and I showed them our booking on email and App, so the problem clearly lied with a !!!!!!-up at Agoda. The hotel was full so the hotel could not move us.

I phoned their customer service and they confirmed my correct room booking and told me they would contact the hotel. The following morning reception told me that they had replied to a request by Agoda to what room I had been booked in, which they confirmed to them.

I then received a request for a photograph of the room by Agoda. I attached a photo and sent it back to them.

They then offered me Agodacash USD 34.00, which I refused. They then offered me around GBP 57.00 in Agodacash. I also did not accept that as the price difference in the rooms was considerably more. I have now been offered around Agodacash USD 104.00.

I haven't replied yet, as I am sick of trying to explain to them of the difference in pricing. I feel they should pay me the difference and also a bit extra in compensation in sterling (not Agodacash as I do not intend using them again).

Can anyone advise me on what next or other steps I should take please.

Thank you
bb

Have you told them what you do want?

barneybeagle

After several emails each way, they have offered me the final amount of £86.00. I asked for £120.00 which I believe is a fair amount. Should I pursue the Credit card charge-back, something I have not done to date when I have experienced issues. Thanks for any info/advice.

barneybeagle

Update:
I applied through my credit card charge back, spoke with them, filled in the forms and two weeks later they have told me I am not covered under section 75 as Agoda are the 3rd party. Something to be wary of in future when using these hotel booking platforms. I have now accepted Agoda's final offer. Not happy, but it is something.
Thanks to those that responded to my problem.
Cheers
bb

eskbanker

barneybeagle said:

Update:
I applied through my credit card charge back, spoke with them, filled in the forms and two weeks later they have told me I am not covered under section 75 as Agoda are the 3rd party. Something to be wary of in future when using these hotel booking platforms. I have now accepted Agoda's final offer. Not happy, but it is something.
Thanks to those that responded to my problem.
Cheers
bb

The fact that section 75 doesn't cover bookings via such intermediaries is the reason why it was recommended that you use chargeback instead (a different process)!

daveyjp

eskbanker said:

barneybeagle said:

Update:
I applied through my credit card charge back, spoke with them, filled in the forms and two weeks later they have told me I am not covered under section 75 as Agoda are the 3rd party. Something to be wary of in future when using these hotel booking platforms. I have now accepted Agoda's final offer. Not happy, but it is something.
Thanks to those that responded to my problem.
Cheers
bb

The fact that section 75 doesn't cover bookings via such intermediaries is the reason why it was recommended that you use chargeback instead (a different process)!

Or cut out the middle man completely and just book directly with the hotel!