Facebook user Ro Ong shared how he made a booking for a hotel for SGD$295.20, and upon confirming his booking and paying for it, realised that the rate had been changed to USD.
He shared screenshots of his bookings, with the reflected rate of SGD$295.20 being shown on the Agoda app in Singapore dollars.
However, in the second screenshot of his booking confirmation, it was shown that he had been charged $295.20 in US dollars instead.
Ong said that AMEX has initially reversed the charge but then Agoda then sent them his booking confirmation of SGD$410.45, they gave his money back to Agoda.
Here is what he said
Dishonest practice by agoda: prior to booking confirmation: S$295.2. After confirming my booking, rates changed to 295.2USD.
As Agoda was able to furnish American Express their ‘booking confirmation’ of 295.2USD, AMEX ruled in Agoda’s favor.
What can the consumer do?
To answer common questions/comments:
1) No there is no ‘free cancellation’ as the booking was for the next day.
2) The booking rates reflected were S$295.2 as per the first screenshot right before confirming, and immediately after swiping right to confirm my booking, the rates reflected were 295.2USD (I was billed S$410.45)
3) I approached the hotel upon checking in – they told me that they are unable to assist as the booking was through Agoda.
4) AMEX initially reversed the charges, but placed them back almost immediately after Agoda sent them the booking confirmation reflecting S$410.45. Since then, AMEX informed me that they are unable to assist me further and I should seek a resolution directly with Agoda.
5) All correspondence with Agoda has so far yielded a ‘There is no error on their end’ or similar response. They’re offering me a 10% goodwill discount on the situation.
6) Yes maybe I will submit an online police report, but otherwise it seems like a David Vs. Goliath uphill battle hardly worth the time.
Source: Ro Ong on Facebook