Agoda Rome Hotel Scam – Relais Fontana Di Trevi Denies Reservation

On October 18, we purchased a 3-night room for 1,000 Euros at the Relais Fontana Di Trevi hotel in Rome, Italy, through Agoda. When we arrived at the hotel, they told us that there was no reservation under our name, such a room did not exist, and that they did not work with Agoda. We tried to contact Agoda, but our calls were neither answered nor returned. We called the police to the hotel, and the hotel also told the police that they did not work with Agoda. An official report was filed. That evening, we sat in front of the hotel for about 6 hours with our two children, waiting for my wife to find us a place to stay. After visiting about 43 hotels, we finally found a room to take shelter in at 1:15 am. After writing my complaint on sikayetvar.com, Agoda sent an email and we explained the situation. They asked for 5 days to help us and said they would resolve our grievance, but at the end of 5 days, they closed the case as 'cancelled'. In summary, according to them, we did not go to the hotel and did not check in. Police records, official reports, camera footage, a signed statement from hotel management saying 'We do not work with Agoda', our check-in to another hotel at 1:30 am, etc.—all are documented. Agoda is still selling a non-existent room—if this is not fraud, then explain to me what it is. I was left helpless for hours in a foreign country with my two children. Our 3-day holiday was ruined. The room I paid 1,000 Euros for did not exist. We also suffered at least as much additional loss. Agoda kept the money. If you think I will let this go, you are mistaken. I will pursue my rights through legal means, social media, and every possible way, and I will make sure what Agoda did is known. You are obliged to compensate our material and moral damages. Absolutely do not buy anything from Agoda, you will be victimized.

You still have a room that doesn't exist and a hotel listing you have no agreement with.

You are not actually discussing the issue with your business partner. You are stalling people and making unfair profits. You say things like 'You didn't check into the hotel on time, so your reservation was deleted,' etc. Even though the hotel does not have a check-in time, we were at the hotel on time. That's not the problem anyway; the problem is that there is no such room at the hotel and they have no agreement with you! You are still selling a room that doesn't exist! As long as you don't provide a solution, as long as you don't resolve our grievance, as long as you keep deceiving people, I will continue to write and file complaints with my evidence. You are selling a place that does not exist!

The Booking owner is my husband, and I am fully informed about ALL the correspondence. It is unacceptable that you continue to advertise and sell a room that does not exist, causing serious inconvenience to customers. I request that you provide a clear and direct explanation here.