| Name of Complainant | |
| Date of Complaint | October 15, 2022 |
| 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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Mistake #1 Agoda showed the cheapest rate for the hotel I wanted to book. Nonrefundable. I called the hotel before booking the reservation to make sure they could accommodate my registered service animal. State and federal ADA laws prohibit hotels from refusing my service animals, a seeing eye dog. The Extended Stay America in Round Rock, Texas did not honor this paid reservation stating they had no “pet rooms” available. I explained the law carefully. My dog should not be considered a “pet” she is a medical device necessary for my multiple disabilities. I also explained that this was a non-refundable reservation and the only money I had available to book a room. The manager still declined our booking reservation. I spent the next 5 hours on the phone with Agoda.com trying to get a refund to my credit card or a replacement hotel. The refund went to “Agoda Cash” not to my credit card. When I attempted to use the credit a fraud alert was put on my Agoda account. After another hour on the phone with Agoda, I’m still unable to use the credit or book a room through their site or on the phone. They claim the information on the booking confirmation does not match, although I read it directly off the booking confirmation. So they have basically just stolen the money off of the credit card. I am calling the bank and reporting them for fraud. To my understanding they are based out of Singapore but are still bound by American banking laws. Keeping my money, not providing a replacement hotel or refunding the amount charged to my account is fraud and/or theft. I don’t know what other authorities I need to contact outside my bank. I would like to take them to small claims court for the pain and suffering caused, as well as the lost wages for 2 days work this problem has caused me.
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