I am disputing my booking with Agoda for Celes Samui in Koh Samui, Thailand, because the room delivered does not match what was advertised and sold to me on the Agoda platform. On Agoda, I booked the room type labeled “Deluxe,” and the photos shown for this option clearly refer to the Patio Deluxe room, not the Tropical Deluxe. If I had wanted the Tropical Deluxe, I would have selected the separate “Tropical Deluxe” option, which is also shown on Agoda as a different and cheaper room type with its own photos. My purchase decision was based on the photos and presentation of the Patio Deluxe that appeared under the “Deluxe” option at the time of booking. When I arrived at the hotel on 21/01/2026, the reservation that Celes Samui received from Agoda’s third-party supplier indicated a Tropical Deluxe room, which is not what I purchased based on the listing. The hotel informed me they could not change the room and helped me contact Agoda. Agoda’s response was that my booking was for a standard Deluxe room and not Patio Deluxe, despite the fact that the images connected to the Deluxe option on Agoda are of the Patio Deluxe. I also have screenshots proving that the “Deluxe” option on Agoda displayed Patio Deluxe images, and this was the basis of my purchase. This situation constitutes misrepresentation and a misleading listing. Any internal mapping or communication issue between Agoda and its partners or suppliers is not my responsibility as a customer. I selected and paid for a room type based on the way it was displayed by Agoda, and I was provided with a different room type upon arrival. I am requesting an immediate resolution in one of the following ways: either an immediate upgrade to the Patio Deluxe room at no additional cost, or a full refund, since the room type I was sold was not delivered. If this is not resolved promptly, I will proceed with a credit card chargeback on the grounds of misleading advertising and non-delivery of the purchased service, and I will also submit formal complaints with supporting screenshots. I kindly request that this case be escalated to a supervisor and that the resolution be confirmed to me in writing. My booking was made under the name Shon Saada, with Agoda booking ID 1975192870, for Celes Samui in Koh Samui, Thailand, with check-in on 21/01/2026.
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