I booked a room with the explicit promise of ""FREE CANCELLATION"" displayed in bold letters throughout the booking process. Prior to reaching the payment page, it was indicated that cancellation would be free until December 9 if the room option was selected. However, my reservation was for December 11, and there was no hint whatsoever that cancellation fees would apply. Yet, upon canceling, I was informed that no refund would be issued.
Agoda claimed it was a matter of the hotel's policy, but Agoda is ultimately responsible. The hotel's cancellation policy was reviewed, and contact was made with the hotel, which denied accepting the payment. I selected a room with no indication of non-refundability on the screen. There wasn't even a warning that my primary choice should be a cancellable room in case such a situation arose.
Fortunately, I have screenshots documenting every step of the process. If the payment is not rectified, I will file complaints against the 'Red Door Heritage Hotel' and Agoda.
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