| Name of Complainant | |
| Date of Complaint | July 26, 2023 |
| Name(s) of companies complained against | Agoda |
| Category of complaint | Hotels & Restaurants |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Recently I went to Sri Lanka, and it was my first international trip. Obviously, I wanted it to go hassle-free, so I made all my hotel bookings beforehand.
I made a hotel booking from Agoda for 21-22 July. The hotel’s name is Villa Thawthisa The Boutique Hotel, Unawatuna. Booking ID- 1011754421
This was a very traumatic experience. The hotel did not honor our booking. The hotel staff was very very rude and we were legit told by the manager that “You have not made a booking through us directly and you have booked through Agoda, go ask Agoda to give you the room. We are not going to give you the room unless you cancel the Agoda booking and pay 130 USD to us”.
We were unable to contact Agoda Customer Support via call, the only way to contact them was via email and the responses were very slow. Agoda staff kept telling us by mail that the booking is confirmed whereas the hotel was not honoring our booking and was rude to us.
After this, we had to book an overpriced room in another hotel offline due to the short notice. Ideally, we should be compensated for our troubles plus you should give us an apology and assurance that this will never happen again.
I am going to attach the email conversations with Agoda.
Plus I request everyone to not rely on Agoda at least for international trips.
It was a very traumatic experience and they are not even refunding my money. I request Agoda to compensate me for this experience.
Please reach out to me on call and resolve this soon.
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