| Name of Complainant | |
| Date of Complaint | June 9, 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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I am writing to you to raise an issue about: Agoda
The issue that I have experienced was: I requested the date change from 2nd – 4th August between Agoda and the Suncliff Hotel. This morning, the Suncliff Hotel – reservations manager replied me that Agoda are lying on this one an agent spoke to him yesterday and approved the date change as long as it was moved to the correct rate advertised for these days. So he helped me to cancel this booking from their side and not charge any cancellations fees at all. When I request the Agoda to refund, but they refused my request.
The Suncliff Hotel – Reservation manager also sent the email to Agoda at 3:59 p.m. The details are below:
Please refund the guest in full for the booking. The booking has been cancelled via Expedia free of charge so you have no reason to take the guests money, the hotel is not charging any cancellations fees at all and neither is Expedia so you have no reason to withhold the guests payment.
But Agoda still has not refunded the amount to me.
It occurred on: 2023-06-08
This meant that it made me feel frustrated and cost me a fortune.
A full refund
I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.
Yours faithfully,
Michelle Hung
Booking Reference 368392999
Suncliff Hotel – OCEANA COLLECTION 31/7-2/8
