Agoda - are they regulated?

Dobbie!

Hi, I had an issue with an Agoda booking. Booked, paid, turned up at hotel - no room booked. Spoke to Agoda who refunded room cost and agreed to pay difference in cost of another hotel as they were unable to find me alternative accommodation.
Refusing to do this now. I've asked for transcript of the calls which they are ignoring. 
They also are ignoring my request for their complaints procedure. 
I'd like to go to regulator but cannot find who this is!
Thanks :-)

elsien

I don’t think they are regulated in the sense that you mean. 

All of these third party sellers are very difficult to get money back from if things go wrong. And there is no requirement to have a complaints policy, so they might not have one hence ignoring your request.

Do you have any proof of the agreement that they would pay the extra, and what sort of money are you talking about?

Dobbie!

Thanks
I had verbal confirmation over the phone, which my colleague heard as she was with me at the time. 
It's not big money as such, it's the principle.

Initial booking with them was £47.18
The room I found at an alternative hotel was £145.35
They are offering a further £47.18, so just under half the "difference".

"To resolve this matter, we have canceled your booking free of charge. Additionally, as a gesture of goodwill, we would like to offer you compensation of GBP 47.18, which will be processed to your bank account via Hyperwallet." 

I disputed this to be the specified "difference" as per the calls on the night of original booking. To which they replied:

"After reviewing your case, we regret to inform you that we are unable to offer more than one night's compensation. This decision is based on our policy, which allows for a maximum compensation that has already been reached. We apologize for any inconvenience this may cause and appreciate your understanding in this matter."

Yet cannot share any policy info with me. 

They also offered some points type refund which had many restrictions on use which I rejected. 

I appreciate I'm perhaps being pedantic, however when left without a hotel room at 1am when trying to check in and being told they'd cover the difference of another room, I feel they should do just that.

Would you suggest I accept their offer and move on? 

Thanks again

heatherw_01

They cancelled the booking and gave you compensation in form of half the value.

They don't have to pay the difference for the new hotel.

It isn't like a package booking where they have to do certain things if things go wrong.