Discrepancy Between Booking.com Photos and Actual Room at Ibis Aalst Centrum
We made a reservation through the Agoda website for the Belgium Ibis A*als*t Centrum Hotel, with a check-in date of June 22 and a check-out date of June 24. However, the room we were given was nothing like the pictures shown on the Agoda site. The room was an attic room with a slanted ceiling, there were no power outlets anywhere, and we couldn't use or charge our laptops.
The hotel staff informed us that we could cancel the reservation and get a refund through booking.com (apparently, their system shows the booking as being made through booking.com. I don't know if they are partner companies). We had to wait in the lobby until 2 AM.
The hotel stated that this situation was normal and that they were not obligated to provide a room like the one shown in the Agoda site images, as it shows the booking as being made through booking.com. They told us to contact booking.com to get our refund.
Despite not staying at the hotel, Agoda did not refund our money! Our money is stuck between Agoda and Ibis A*als*t, and they absolutely did not issue our refund! We demand our refund and for our grievance to be resolved. Reservation number: 444383111, reference number: 4816371273.
