Agoda Wouldn’t Refund Even Though Hotel Access Failed

I made a three-night reservation through Agoda for Hotel King George in Prague, with a December 8, 2025 check-in and December 11, 2025 check-out, based on the promise of a 24-hour front desk. My reservation number is 588236583. When I arrived at the hotel around 11:45 p.m. on December 8, the hotel doors were completely closed, and I was unable to enter.

I then contacted Agoda customer service, and after approximately 30 minutes of calls and waiting, I was informed that the reception would not open until 8:00 a.m. the next morning. I was told that I could submit a cancellation request. At the very least, I asked them to arrange a transfer to another hotel for the first night, but they did not—or could not—do so. Because it was very late and no alternative was offered, we were forced to spend the entire night in the hotel’s cold courtyard.

When the receptionist arrived the next morning, they barely acknowledged us, did not make eye contact, and simply handed us the key card and walked away. We then learned that access to the courtyard gate, building entrance, and room doors was controlled by passcodes. Despite this, neither the hotel contacted us in advance to share the required entry codes, nor did they provide this information to Agoda customer service. Even though I had prepaid for three nights, I spent the entire first night outside solely due to their failure.

After all of this, I requested at least a one-night refund from Agoda customer service. Even though both Agoda representatives and hotel staff acknowledged that we spent the night in the courtyard due to their fault, my request was completely denied. I am requesting that Agoda acknowledge this hardship and refund at least one night of my stay.