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Agoda booking - paid and confirmed, yet hotel was closed

Agoda booking - paid and confirmed, yet hotel was closed

Old Nov 3, 18, 1:16 pm
  #1  
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Agoda booking - paid and confirmed, yet hotel was closed

I'll start gently here, as I am in the third round of emails with Agoda.

Booked a hotel through my Agoda account for a property near Colombo Airport, Sri Lanka

Long story?
For my elderly female relative (76 years old), travelling with her severely disabled son who requires full time care. They were travelling by road in NE Sri Lanka down to Negombo Friday 2nd November, so they could overnight near CMB and take flights the next morning CMB-SIN-HKT arriving yesterday 3rd evening.
Travel needs to be broken up for both of them for obvious reasons, so an overnight near the airport was a necessity after a 4-5 hours journey by road on Friday

I searched and found a suitable property nearby CMB airport on Agoda, reviews were good, location good, and the 2 rooms were available. Booked and paid on their behalf by credit card with the confirmation received.

On the way to Negombo their driver tried to call the number on the booking confirmation many times to get directions, no answer (provided by Agoda)
When they arrived on Friday afternoon, they found the property had been closed for some months (renovations) after some considerable time driving around.

I called Agoda customer service - the service rep was excellent and articulate - he told me he would try to contact the property by email.
He called back later to say the hotel had closed for renovations.

He said there would be an immediate refund for the room cost, plus a 10% credit voucher, to be credited to my account. I asked if the room could be instead refunded to the original credit card used to make the booking, but was told this was not an option.

I found them a new hotel nearby. (I was on the phone from Thailand, they were in Sri Lanka)

I received a cursory proforma reponse from Agoda last night saying they were not responsible for the error (dismissing it as the property fault)

Needless to say the person I had booked the room for (see above) was distressed

The automatic compensation (by way of a gift card)?
$7.78

I responded today and requested escalation.
Their reply was abysmal and dismissive

Please be informed that hotels are in charge of opening and closing sales in our website, unfortunately this property did not advise us.
I would like to inform you that this case was already escalated to Partner Services and they will take actions with the property.
I have a full record of the correspondence so far.

Any thoughts? I'll post everything in full if the next round of correspondence continues in the same direction
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Old Nov 3, 18, 1:33 pm
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Here we go, response from my latest email to please escalate this issue (underline mine)

Hi XXXXXX,

You recently contacted our customer service team. Our records indicate your situation was resolved.

What our records can't tell us is how well we really did.

Only you can tell us that, and there's no better time than when it's fresh on your mind.

Click the button to take our super-short, totally confidential survey. It takes less than a minute and helps us serve you better.

Thanks!
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Old Nov 4, 18, 6:54 am
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All I can say, or offer, is that Agoda=priceline=booking.com

My least favorite booking agency, to the point I will not use them anymore. More than once they have cancelled my reservations and left me hanging out to dry. I still use Expedia companies, and have yet to run into an issue like this with them.

Good luck, hope you find resolution.
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Old Nov 10, 18, 6:41 am
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Can you do a chargeback on your credit card? The services you confirmed and paid for were not provided.
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Old Nov 10, 18, 6:44 am
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Originally Posted by MSPeconomist View Post
Can you do a chargeback on your credit card? The services you confirmed and paid for were not provided.
Unfortunately not. They were quick to be on the phone and refund the room cost to my Agoda account in form of a credit.
I cannot charge back now

My main goal now is to get an explanation as to why this happened, penalise the property for advertising rooms available when they were not, and to pursue appropriate compensation
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Old Nov 14, 18, 12:01 am
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Originally Posted by seavisionburma View Post
Unfortunately not. They were quick to be on the phone and refund the room cost to my Agoda account in form of a credit.
I cannot charge back now

My main goal now is to get an explanation as to why this happened, penalise the property for advertising rooms available when they were not, and to pursue appropriate compensation
Wait. You are saying that they gave you a full credit for the amount you paid, plus the $7.78? So what you are looking for is additional money for the inconvenience and annoyance and bother? Sorry, I think you are out of luck. Those are all customer service matters, and they are correct - it is the hotel with whom you have an issue, not Agoda.
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Old Nov 14, 18, 7:04 am
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I wouldn't consider $8 to be an adequate customer service gesture in this case, nor is getting the Agoda credit acceptable if OP prefers a refund to the original form of payment.
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Old Nov 14, 18, 8:56 am
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Originally Posted by MSPeconomist View Post
I wouldn't consider $8 to be an adequate customer service gesture in this case, nor is getting the Agoda credit acceptable if OP prefers a refund to the original form of payment.
I disagree with you about what Agoda is OBLIGATED to pay for customer service.

However, I WAS WRONG when I didn't catch the "credit v. refund" issue. Even though it was the hotel which messed up, the customer absolutely has a right to full credit to original method of payment.
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Old Nov 18, 18, 9:52 am
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Originally Posted by seavisionburma View Post
Unfortunately not. They were quick to be on the phone and refund the room cost to my Agoda account in form of a credit.
I cannot charge back now
Of course you can! You never agreed to receive a merchant credit and they failed to deliver the services you paid for. A full refund to the original FOP is due and if not ... a charge-back is in order. Every half-decent CC company will side with you.
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