I was called a liar, proven wrong whilst they kept my payment without apology
I booked and paid for a night in a hotel. After funding my travel to the hotel, I was informed the hotel was fully booked and couldnt fulfill my booking. Without a refund, I needed to find another hotel on an extremely busy bank Holiday weekend, therefore at an inflated cost. Payment for first hotel remained in bank's pending items for nearly a week, whilst agoda customer services assured me it wouldn't be taken. It was taken. Getting it refunded took approximately 20 hours of my own time. Agoda customer services actually called me a liar and told me I HAD stayed in the original hotel. It eventually took me travelling back to the original hotel approx 4 weeks later and making the manager write to Agoda, in front of me, to inform them that I hadn't stayed there. Even after that, and the 4 weeks that had already passed, it took a further week to refund a night I was cancelled by the hotel at the point of check-in. For all the personal time it took me to correct (and it was myself who had to fix this, their customer services team were calling me a liar when I tried to contact them), the original travel to the hotel, the secondary travel to the hotel to confirm I hadn't stayed there and the inflated price I paid on the replacement hotel (again due to an error in agodas booking system) , I was awarded £4 compensation. This didn't cover the transfer costs incurred travelling from one hotel to the other and is frankly offensive after being told I was a liar (proven incorrect yet I still await an apology). On their website and app, there is NOWEHERE to escalate this. I am a diamond VIP customer because I spent over £4,000 within 3 months after registering as a customer with agoda (approx. £16k per year). I have 4 emoloyees and we travel most the week. On top of my business, agoda have lost the business of my 4 employees whom I instructed won't get expenses paid when booked with agoda. Based on the same 3 months, in total this equates to £20k(£80k annually). Yet despite this, I was offered £4 compensation without an apology. Super.com have mostly benefitted from this. And I recommend as alternative