Appalling response by Agoda to appalling hotel
I now have No faith Agoda either understand the issue or are capable of resolving the issue. The hotel did not honour the booking- we need a full refund of £297 The hotel did not give us essential check-in information until 01.46am on the 25th i.e. way too late so we slept in the car instead. I'm absolutely livid with the Hotel (Cardiff university guest house) and Agoda's repeated inappropriate response to this issue- I/we were due to stay at the hotel on the 24th May We attempted to check-in in person at 11am, 6pm and 12am (midnight). There was no one there- we were informed by a cleaner that we would receive a text msg with room number and access codes. We rang and messaged the hotel contact number and Agoda several times throughout the day. At about 10.46pm we received a request for ID from the hotel- we sent a photo of my driving licence by Agoda/email (the file was to large ), txt and whatsapp. At 01.46am we received check-in details- this was however far too late as were asleep in our car. An email with check-in info was also received at 07.47am- obviously also way too late. Immediately upon returning from our ruined visit I contacted the hotel and Agoda to arrange a full refund which I assumed would be a formality as the host had failed to honour the booking. Since then I've received absolute nonsense emails from Agoda. They've told me to contact the hotel- I have of course but they refuse to respond every time. Agoda have asked for details about proof of where we stayed - this is irrelevant the point is we weren't able to stay where we booked. -it is obviously impossible to book somewhere else so late Agoda have said they've tried to contact the hotel but always also not been able to. Agoda have emailed to say that we have been asking for a cancellation waver- we are not asking for a cancellation waver! Agoda have emailed to say there will be a £13.95 refund- this is hardly appropriate for a booking of £297 which was not honoured by the hotel. (why would you offer a refund if you think we have cancelled). I've rung Agoda countless times - they say they understand the problem (i.e. that the hotel cancelled and a refund is due) and will contact the hotel- Then I get another email saying the hotel doesn't respond and they are back to charging me as the hotel haven't responded to give a cancellation waver. I ring them again and they say they understand that the hotel has cancelled and a refund is due and will contact the hotel again And then again they email me to say the hotel hasn't responded to grant a cancellation waver! For the last time we are not requesting a cancellation waver. The hotel did not honour the booking- we need a full refund of £297 I now have No faith Agoda either understand the issue or are capable of resolving the issue.