A Facebook user, Panacea Lim, shared how she had booked and paid for a hotel stay via Agoda for her vacation in Bali and she later found out that her booking had been cancelled, allegedly by Agoda, without informing her, after she had already booked the flight tickets and travel insurance.
Here is what she said
Hey Peeps, as school holidays are round the corner. Thought I better alert the community on Agoda’s doings, hope none of you would suffer the same stress and angst that we did. You can see further problems from them on their FB Page.
24th Feb 2022
Booked Hotel Samaya Ubud 5-Star LUXURY Hotel from 2nd to 9th May 2022. The rooms booked were TWO x 1 Bedroom Villas with Private Pool. The hotel was fully paid. Proceed on to book flight tickets and travel insurance.
22nd Apr 2022
Contacted hotel to inform that the 2nd check-in would be later in the night and to put my friends name on the hotel. Hotel revert to say that there was no booking.
24th Apr 2022
Hotel email evidence that Agoda has cancelled the booking.
24th to 25th Apr 2022
Various hotels were offered by Agoda. Agoda offered to return ONE room 4 to 5-stars hotels that are old looking.
25th Apr 2022
I emailed Agoda stating facts and that offers in compensation were not equivalent in quality and units to what we have booked.
26th Apr 2022
Found time to sit down and choose my own hotel that are of fair comparison. I was shocked to see that the hotel I booked for was at least available from the 3rd to 9th. I quickly called Agoda again to tell them to look into the system. Asked them if there is an error why they did not re-book me back since it is available.
Their reason was that they wanted customers to have a good experience so they try not to split into 2 different hotels. Told them I will give them permission to split. And they have to quickly book the 3rd to 9th at Samaya Ubud and 2nd to 3rdI gave them 3 alternative hotels.
27th Apr 2022 @ 0950am
Received email from Agoda to accept what they have offered as ‘unfortunately’ the hotels I want are fully booked.
27th Apr 2022 @ 420pm
At that point, when I logged in to Agoda again. The hotels were available and asking me for payment. And even allowed me to transact as it had gone into the payment page. As per pics here with date and time stamp.
5th May 2022
They deny tilled the end and blamed it on hotel, not knowing that I had the evidence of their cancellation on hand. Got accommodation back for Jul, had a lot of stress and mess to clear up on our end. Work, re-scheduling, insurance, unpacking and such. So never again with Agoda group of companies.
