Agoda's Unfair Trade Practices and Discrimination
Hello, I made a reservation for 7 nights at the Smyrna Hotel Dalyan on August 1st, from August 9th to 16th, through Agoda. Agoda offered free cancellation within one day. My brother-in-law also booked the same dates and the same room type through Agoda on the same day as me, August 1st, and was given a 3-day cancellation period. When I tried to cancel my reservation on August 2nd, I was hit with a 60% fee. I submitted a free cancellation request to the hotel through Agoda, and then I called the hotel. The hotel refused. The representative, despite claiming it was a busy season, contradicted their claim that they still couldn't sell the room 7 days before check-in. I also called Agoda, and they said the cancellation policy was the hotel's responsibility. Since they couldn't reach the hotel, they sent me an email. I contacted the hotel again, and they said the cancellation policy was Agoda's responsibility. They're clearly playing tricks on each other, and I haven't been able to cancel my reservation for free since August 2nd. I haven't received any service yet, and even though it's only been seven days since my arrival, they've practically tied me down. This is not normal. My contact is Agoda because I signed the contract with them and made the payment. Agoda's claim that "this cancellation period is the hotel's decision" doesn't bind me under consumer legislation. This situation is clearly unfair commercial practice. It violates the Competition Law, the Consumer Law, and electronic commerce rules. While another reservation made on the same day, at the same hotel, for the same room, was given three days of cancellation, giving me only one day is discriminatory. If these conditions are the same as the hotel's, why was the option offered to me limited? Therefore, I demand that my cancellation be free of charge. Otherwise, I will file a complaint with the Consumer Arbitration Board and the relevant authorities against both Agoda and the hotel.
Hello, this issue still hasn't been resolved. The hotel is definitely not helping, and either Agoda really doesn't want to help or they are very incompetent.
We apologize for the inconvenience. We regret to inform you that we do not currently offer customer service in Turkish. We are using translation support to understand your message and can continue to assist you in English afterwards. For the security of your Agoda account, we have sent an email to the address registered in our records. Please check your inbox and let us know how we can assist you by replying to our email. Thank you for your understanding, and we look forward to your email. ^ss
I sent you an email before this message here, the issue is currently with you and I am actually waiting for your response, but you still haven't replied. You asked me to pay a $157.1 penalty for cancellation, and I stated that this amount is too high and that I could pay $50. You have not responded to this yet. I am waiting for your reply.
Hello, Smryna Hotel accepted the free cancellation. There are correspondences regarding this issue, and I have provided this information to Agoda. Agoda said they could not reach the hotel by phone and that they sent an email, but the hotel said they did not receive any email. I have been writing to Agoda for 2 days, asking them to confirm the hotel's email address, but Agoda keeps sending automatic messages and says they have sent an email. There is still no solution to this issue. I am attaching the correspondences. The hotel, which offers free cancellation, and I, as the customer, have both agreed. As Agoda, process my free cancellation, otherwise I will take this to the Consumer Arbitration Board or my lawyer. I have never seen such nonsense.
Hi, we are sorry for any issue, as this channel is unverified and we found that the case is in the midst of investigation. Please kindly wait for our team to check and will get back to you on verified channel. ^phop
I spoke with customer service over the phone through Agoda UK. They told me that the intermediary site is Expedia and that they are waiting for a response from them via email. I spoke with Expedia, and they said they have no connection with Agoda. I am attaching the correspondence. As Agoda, I expect my free refund to be processed. I am telling you that the hotel has accepted the free refund, and I have literally been struggling with this process for days via email and phone. I am exhausted, how can you be so heartless? Please help me now.
We would like to inform you that our relevant team is currently in the midst of resolving the issue you reported. We kindly ask that you wait while we work to resolve this matter as quickly as possible. We will update you as soon as we have more information by email. Thank you.
Hello, I checked my account, my refund has not been made yet. I am still waiting. The hotel accepted the free cancellation, I am attaching it again.
Hello, Smryna Hotel Dalyan has just sent you an email for direct free cancellation. I am attaching this email. You can now take action and approve the free cancellation. I expect a full refund to my credit card. Amount: 20,214.57 TRY
Hi, Thank you for reaching out. ^zt
Hello, I just contacted you via email as well on behalf of Agoda. You can now take action and provide a free cancellation approval. I am expecting a full refund to my credit card. Amount: 20,214.57 TRY
It was a tiring process for me, but in the end, Agoda initiated the refund process today at noon, I thank them.
