Unresolved CAD $1,542.93 Agoda booking dispute
Thank you for responding, but this public reply does not match what Agoda is telling me privately. For months, I have been trying to resolve this matter. Your latest Customer Satisfaction & Incidents Team email states that Agoda has completed a thorough review, that its position remains unchanged, and that it will not approve a refund or cancellation without penalty. Yet here on Trustpilot, Agoda states that the relevant team is “in the midst of resolving the issue” and will contact me within 24–48 hours. These two positions are contradictory. My dispute remains unresolved. I am still seeking a full refund of CAD $1,542.93 for Booking 1035565422. Please do not publicly suggest that this is being resolved unless Agoda is actually reconsidering the decision and taking concrete action toward a refund. I will update this review if and when Agoda genuinely resolves the matter. ——————————— I am extremely disappointed with Agoda’s handling of Booking ID 1035565422. I specifically searched Agoda using the filters “Free cancellation” and “Pay at the hotel / Pay later.” The property appeared in those filtered results, and that was a major reason I proceeded. After I completed the booking, the full CAD $1,542.93 was charged. The confirmed booking then showed that cancellation would result in only a 5% refund, meaning approximately 95% of the booking amount would be retained. I tried to resolve this immediately, on the same day, months before the scheduled stay. No accommodation service has been used. The property itself told me: “We cannot cancel here. Cancelling the platform will result in high penalties.” A later free cancellation request submitted through Agoda also expired because the property did not respond. Agoda’s response has been that its internal records show I selected a prepaid rate. However, when I asked Agoda to provide the specific booking-session evidence showing exactly how the immediate CAD $1,542.93 charge and 95% cancellation penalty were disclosed before I confirmed the transaction, Agoda refused to provide those materials. Instead, Agoda keeps saying its booking flow is generally designed to show the terms. That does not answer my complaint. If a property is displayed after a customer selects Free cancellation and Pay at the hotel, but Agoda then allows a rate with immediate full payment and a 95% cancellation penalty, that change should be unmistakably clear before the customer confirms the booking. Had I clearly understood those terms, I would not have completed the transaction. I am an Agoda Gold customer and trusted this platform. This experience has seriously damaged that trust. The matter remains unresolved. I am seeking only: Full refund of CAD $1,542.93, cancellation without penalty, and confirmation that no further charges will apply. BBB Complaint: 25385621 Until Agoda refunds the full amount, I consider this matter unresolved.