Agoda Fully Refundable Booking Denied After Father’s Passing – Refund Request
I made a hotel reservation through Agoda for Curtis Inn & Suites for August 31 to September 4, specifically choosing a fully refundable room because my father was often in and out of the hospital. The only reason we felt safe booking this trip was the fully refundable condition in case something serious happened. Sadly, my father passed away, and we could not take the trip. When we informed Agoda of my father’s passing and requested a refund under the fully refundable booking, we were given the runaround and received conflicting and misleading information. Agoda told us that they had contacted Curtis Inn & Suites and that the property had denied the refund, and that we should use the free cancellation option on the website and then request a refund. Later, Agoda again stated that the Inn had denied the refund. Because this did not make sense, we contacted Curtis Inn & Suites directly. The clerk there informed us that they had not received any information from Agoda about our cancellation or refund request, and also that Agoda does not pay them until the guest checks in. After speaking with Agoda again, we still did not get a clear or honest explanation. Then I received another email from Agoda claiming that they had reached out to Curtis Inn and that Curtis Inn had denied the refund. Once again, I called Curtis Inn, and the clerk confirmed that they had still not received any communication or cancellation email from Agoda or any third party. I paid a total of 264.12 via Klarna for this reservation, and at this point it appears that Agoda is refusing to refund a fully refundable booking and is providing inaccurate information about the hotel’s position. I am asking Agoda to process a full refund of the 264.12 I paid for this reservation and to correct this situation, as the trip could not be taken due to my father’s passing and the room was explicitly booked as fully refundable.
