Agoda Booking Issue: Discrimination and Refund Denied at Prenses Sealine Beach Hotel
On December 26, 2024, during a business trip, I booked two separate rooms for two individuals at Prenses Sealine Beach Hotel through Agoda.com (Reservation ID: 1479514424). We arrived at the hotel around 11:45 PM, but the receptionist refused to allow two men to stay, citing "hotel policy." When asked for clarification, we were told it’s a family hotel and two men were not allowed unless we paid an additional €50 per person to stay in another room.
This discriminatory policy was not mentioned during the booking process on Agoda.com. Despite explaining this and asking for a refund, the receptionist initially refused to cancel the reservation. When we mentioned calling the police, they suddenly canceled the reservation but admitted it was to avoid penalties for canceling.
The police arrived and confirmed there was no warning about this policy on Agoda.com or the hotel’s website. Furthermore, the hotel’s website explicitly stated that other rooms were available for “Only gentlemen,” making the refusal to honor our booking even more confusing. The receptionist’s behavior, including offensive comments like "Is this a brothel to take anyone who comes?" was completely unacceptable.
We have tried reaching Agoda.com for a refund but have received no response. This experience has been discriminatory, frustrating, and a waste of our money. I demand Agoda.com process our refund immediately and address the lack of transparency in their listings. Both Agoda.com and Prenses Sealine Beach Hotel should take responsibility for this incident.
Hi, our deepest apologies for ALL inconvenience caused. Upon checking, we can see that our team member has received your latest email and is in the midst of resolving this matter for you. We humbly request for your kind patience and understanding as any update will be relayed to you through email. Thank you. ^hs
I finally resolved it. After intense correspondence due to Agoda's mistreatment of us (there is no live support in front of you. Including repeated correspondence and going back to the beginning), they understood their mistakes and we received a refund. We especially thank sikayetvar.com. We made our voice heard here and they ensured Agoda contacted us. Another point is to use a credit card (even if virtual) when making such payments (not a bank card). Because we used a credit card, we reported the issue to the bank. About a month after our application, we received news of a refund from our bank and it was credited back to our balance. When you use a credit card, your bank is obliged to refund the fee for a service or product you did not receive. Thank you sikayetvar.com
Thank you sikayetvar.com
