Unacceptable Experience – No Refund Despite Clear Agreement
We had an extremely disappointing experience both with the hotel and with Agoda. The noise levels at the hotel were unbearable - you could literally hear everything from the street and the neighbors, making it impossible to sleep. Because of this, we decided to leave the hotel early. The hotel agreed to let us check out and promised a refund for the remaining 3 nights. Agoda confirmed the same. Before we left, the hotel made it clear to us that they had informed the third party Agoda used for the booking that we should receive our refund. However, we never got our money back. Agoda now claims that the hotel never accepted the refund, which is directly the opposite of what we were told by the hotel. In other words, either the hotel or Agoda is not telling the truth, and we are left without the money we are rightfully owed. This experience is completely unacceptable, and I am deeply dissatisfied with how both Agoda and the hotel handled the situation. It shows a total lack of accountability and respect for customers. I have been a loyal Agoda customer for a long time, but I won’t be using them again in the future.