Agoda cancelled my booking after I had completed the stay
What makes this case especially disturbing is that Agoda cancelled the booking only after we had already completed our two-night stay and checked out. The hotel had found us a room, accommodated us for both nights, and provided complimentary breakfast after communicating with Agoda. Agoda itself confirmed during our stay that the hotel had accommodated us and that there would be no additional charge. Yet, after the stay was completed, Agoda informed me that its “supplier” had cancelled the booking and issued a refund. A completed hotel stay cannot meaningfully be “cancelled” afterward. This raises a serious question: why was the booking record reversed only after the service had already been provided? Ironically, Agoda’s handling of this matter made me sympathize with the hotel. The hotel’s frontline employees dealt with the immediate crisis and provided the actual accommodation, while the much larger booking platform hid behind an unnamed “supplier,” rotating customer-service agents, and generic explanations. I cannot prove what pressure may have been placed on the hotel, but the sequence of events creates a legitimate concern that the smaller hotel may ultimately bear the cost of Agoda’s failure. ~~~~~~~~~~~~~~~~~~~~~~~~~~~ UPDATE — I am adding this after reading the response posted below by Moh, an Agoda representative, in reply to my review above. Moh, thank you for your courteous response. You are, however, one of more than ten Agoda representatives who have communicated with me about this case. Courtesy has repeatedly been accompanied by changing representatives, repeated questions, and no answer to the central issue. Agoda already located this booking, confirmed with the hotel that I stayed, confirmed the EUR 282.91 refund, and stated that the refund and AgodaCash did not constitute settlement or consent to close my complaint. I did not request preferential treatment, although Agoda itself identifies me as a VIP/Diamond member at its highest customer tier. From the outset, I made clear that this is not about money. The unanswered question remains: why did Agoda record a completed stay as cancelled after checkout, and on what documentary basis was this attributed to a “supplier”? This review describes only part of the documented sequence. I have already provided Trustpilot with documentary evidence confirming the completed stay. Nevertheless, if Agoda considers any statement in this review inaccurate, please identify the precise statement and explain the claimed inaccuracy. I will correct any demonstrated factual error. ~~~~~~~~~~~~~~~~~~~~~~~~~~~ ~~~~~~~~~~~~~~~~~~~~~~~~~~~ SECOND UPDATE — 23 October 2026 The hotel has now confirmed in writing that Agoda paid it the full accommodation charge. I therefore withdraw my earlier concern that the hotel might ultimately bear the financial cost. But this confirmation makes Agoda’s conduct even harder to explain. The hotel did not cancel the booking. We completed the two-night stay. The hotel informed Agoda that the cancellation was incorrect. Agoda paid the hotel in full. Why, then, did Agoda change the completed stay to “cancelled” after checkout and refund me without my request? I have also reviewed the complete correspondence. The Agoda representatives identified by name were: Yee Saraj Summer Ezzat Sherra Louille HuiEun Shital Elton Jitendra John Ryan There were also an unnamed Korean-speaking agent, “Agoda Customer Service,” a chatbot, AI-assisted emails and automated messages. Twelve names passed through this case. Not one person took responsibility for it as a whole.