Name of Complainant	Stephanie H.
Date of Complaint	April 1, 2022
Name(s) of companies complained against	Agoda Park Regis Business Bay Hotel Dubai
Category of complaint	Hotels & Restaurants
Permanent link of complaint	Right click to copy link
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I am a Canadian citizen on vacation in the Middle East. I booked at Park Regis Business Bay hotel in Dubai for 3 nights and had a confirmation sent from Agoda and my credit card was billed in full. It was my birthday and I have a special holiday in Dubai. I had to find another hotel late at night because the clerk, manager called Moses Sebastian and his senior manager refused to give me my confirmed room at the price paid and confirmed on Agoda and told me I could have the room at the regular rate but not the Agoda rate. Much more lying and run around for hours ensued. I was told there was no room by the front desk clerk, the the first manager even though I saw other people come and book a room right in front of me for the next hour. I asked to speak to the manager again. His front desk clerk told me that several people also booked rooms through online mediums and their rooms were also denied and that it was an internal booking issue which I told him this is not my problem and I need my room. He said it’s not available. I asked an Arabic speaker to speak with a higher manager who confirmed the room is not available at the Agoda price but that it is available at the regular full rate. Staff were telling different stories: room isn’t available, it could be available later (It was night time), it is available but you have to pay the regular rate etc. I was also told that the booking was cancelled earlier that day and Agoda should have sent an email to me. This was total fraudulent lie. I called the police and I sat and waited for hours before leaving late late at night and booked another room at another hotel with Booking.com . The regular manager Moses at the Park Regis hotel didn’t offer any assistance. He told me flat out he had the room but stating that he would give me the room at a higher price and that I should cancel the Agoda booking and pay the hotel directly, which of course I wouldn’t do since the booking was paid already on my credit card. Really never had this in all my travels and I have travelled alot. This is a serious violation of trust between this hotel, Agoda and customers. Agoda still has this hotel listed at a discounted price on its website. Since this was a birthday and special holiday to Dubai, this created a lot of stress and I had to find another hotel last minute that was less appealing at a higher price at 10pm at night. Completely unacceptable. This is fraud : advertising and having customers confirm one price and then charging another price when they arrive. I wrote to Agoda and complained. They wrote that they didn’t know anything about the cancellation and would investigate. After several days, they told me they couldn’t make contact with the hotel and they would refund the money, but as you know, it takes 10 days for the refund to show on the credit card. Terrible for a person in a foreign country tired and wanting to rest to have to navigate this.

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