Agoda Did Not Refund My Overbooked Hotel Reservation Despite Promising a Refund
On February 9, I made a reservation through Agoda for a one-night stay on the same day for over 40 USD. When I arrived at the hotel, they informed me that they were fully booked due to overbooking and advised me to contact the site for a refund. When I reached out to Agoda, they told me my money would be refunded and transferred to my account within a month (screenshot attached as proof). Yesterday, by chance, I checked my account and noticed that the refund had not been processed. When I contacted the company again, they said there was no refund request on record and that they needed to get in touch with the hotel again. It's been 24 hours, and now they say I need to wait 72 hours for a response from the hotel (second screenshot attached). Even if I get a response, I'll likely have to wait another month and remember to check my account—if I don’t forget. Even if they resolve this issue, I won’t mark it as resolved as a lesson to others.
Every day I contact customer service of agoda during 12 days after I wrote my complaint here. Their only word is they couldn't reach the property and without their confirmation they can't refund. If you can't reach the property which is in your website you can cancel your agreement with the property to avoid future problems.
