Agoda Blocks My Hotel Cancellation
I booked a hotel reservation through their platform, but due to a work commitment, I urgently need to cancel it. I spoke directly with the hotel, and they confirmed they would refund my money; we had an agreement. However, I can't process the cancellation request through Agoda's system at all!
All I get are automated responses from their customer service, with no actual human help. This is completely unacceptable. The hotel even confirmed that they haven't received any cancellation request from Agoda's side. My money is at stake because Agoda's system is broken and their support is nonexistent.
Agoda, you need to fix this immediately! Process my hotel reservation cancellation and ensure my refund from the hotel goes through. This is an urgent matter, and I demand a swift resolution.
Progress
I made a hotel reservation through Agoda, but since I won't be able to go due to work, I requested a cancellation through Agoda. Your website states that in certain situations, cancellations can be made at the discretion of the hotel management, and in the screenshots I attached, there is a conversation with Sales Manager Mr. Yavuz on the hotel's official WhatsApp account. He accepts the cancellation and refund. However, in the cancellation request I made through Agoda, it says that the hotel rejected the request. When I asked the hotel management, they said no such request was conveyed to them. While the hotel accepts this cancellation and there is a warning on your site as shown in the screenshot I attached, why did you reject my cancellation? For days, I have not been able to get any support other than AI-generated automatic messages. You asked me to email proof of the hotel management's approval, but still no solution has been offered! How is it fair for you to take money for a vacation I cannot attend! Please find a solution for me, otherwise I will use my legal rights and file a compensation lawsuit against you! I request a response.
Hello, we apologize for any unpleasant experience you had with us. Unfortunately, due to privacy reasons, we cannot disclose any reservation information here. If you have any additional concerns, please reply to our email and we will review it for you immediately. Thank you. ^Farisha
