Agoda review: Failed booking, bedevilled customers

To whom it may concern,

I am writing to express my dissatisfaction and frustration with the service provided by Agoda. On October 26, 2023, I booked a room at Fairway Colombo Hotel through Agoda, but when I arrived at the hotel, they told me that there was no reservation under my name. I contacted Agoda immediately, but they could not resolve the issue. I had to book another room with my own money, which cost me more than the original booking.

I expected Agoda to apologize and refund me promptly, but instead they asked me to provide documents that prove that I did not use their reservation. I complied with their request and sent them the documents, but it took them a long time to process the refund. They did not offer me any compensation or explanation for their mistake. They treated me as if I was the one who caused the problem, instead of being a victim of their negligence.

I am very disappointed and angry with Agoda’s service. I have been a loyal customer of Agoda for a long time and I was about to become a platinum member, but after this incident, I will never use Agoda again and I will advise my friends and family to avoid Agoda as well. I think Agoda should take responsibility for their error and compensate me for the inconvenience, stress, and extra expenses that they caused me.

In addition, I had to make an international call to Agoda’s customer service, which lasted for more than two hours. This cost me a lot of money, much more than the amount that Agoda refunded me. This is another example of how Agoda failed to respect and value me as a customer.

I hope you will take this matter seriously and respond to me as soon as possible.