| Name of Complainant | |
| Date of Complaint | September 1, 2024 |
| Name(s) of companies complained against | Agoda and Hotel Ashoka Mount Abu |
| Category of complaint | Tours & Travels |
| Permanent link of complaint | Right click to copy link |
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I have booked Hotel Ashoka Mount Abu for 2 rooms for 2 nights stay with total cost of 24000 rs (6000 rs per room per night) using Agoda from 17th Aug 2024 to 19th Aug 2024.
When I have checked-in to the hotel in 17th Aug 2024, we have realised that majority of the Claimed services were not available by the Hotel and the Hotel Property was not at all suitable for a Family to stay with major concern about the safety.
Agoda Booking ID 1352557509 Check in 17 August 2024
The list of issues at Hotel are as below:
1. Welcome drink was not offered but claimed in the Agoda App during booking – minor concern
2. Dedicated Car parking is not available – I had to park the on public road and at the reception it was written that “Park your car at your own risk” while in app it was claimed that car parking is available.
3. T. v. was not working (room no 202) – service person said signals are not coming and we can’t do anything
4. Room telephone not working – to call for any service I have to go downstairs to call the receptionist for any help.
5. major Concern – Plugs and charging points were hanging – very risky to handle in this monsoon season particularly for kids staying with us. And my kid has to suffer through an electric shock.
6. Washroom doors were not getting closed
7. No Water bottle inside room, they said it is chargeable
8. Mirror glass was broken – it was risky when kid touches the mirror.
9. Fan and lights were hanging unusually – seems like it can fall anytime. Again safety concern..
10. Bath towel offered were very dirty – they said laundry person is not coming from last 40 days.
11. Badsheet, Pillo cover were very dirty and there were higher chances of infection from Towel, badsheet and pillo cover.
12. Very poor signals on wifi, hardly worked for few min and later it never worked
All in all, the hotel was not in a condition wherein we could stay with family including kids. And my kid already have suffered with electric shock due to damaged plug.
Due to this concerns, I have requested Agoda to cancel my booking for the 2nd night and provide me the refund for 2 rooms for the 2nd night which is 12000 rs inclusive of Taxes. When I have raised this concern to Agoda via email with all images as an evident they have asked me to wait until they hear from hotel about refund.
2nd day (18th Aug 2024) we checked out from the hotel due to aforementioned concerns and informed Agoda about the same.
Now after one week of continuous follow up, Agoda responded that they can not refund because hotel have denied to refund. When I asked hotel owner he said since you paid to Agoda, only Agoda can give you refund.
I am been offered only 1/4th amount (43$) by Agoda as Agoda Cash and not got full refund for the services which I have paid but not received and stayed in a most pathetic hotel with family for one night wherein safety was utmost compromised and none of the claimed services were available.
I request to please look into the matter and refund the amount from Agoda or Hotel.
Regards,
Vishal Unadkat
