The complaint has been investigated and
resolved to the customer's satisfactionResolved Agoda — customer service
resolved to the customer's satisfaction
We booked a 4* hotel in Hong Kong for a certain date. However, the date was amended and Agoda's CSO made it clear that they will waived off the HKD600. However, few days later, an email sent by the Agoda CS team, requesting us to pay the HKD600. We called back to the CSupport team, and was told to void the email. However, upon check in, we were told to pay HKD600, upfront. (Which we do not, and suggested to check out, because the room we got wasnt exactly the kind of room we booked for.) We called up to CS Team and had a very bad service from their CSO V____. He kept interrupting everything we were trying to convey and was EXTREMELY rude. All we intend was to get a refund for the 1 night we didn't stay and an email stating that the HKD600 hasn't been charged to the c.card. However, he claimed that it's not their practise to email with matters like this. In the end, no refund, no email. And I have to wait 24-48 hours to check with the c.card company if I've been charged with HKD600. This service is definitely BAD, beyond any standards. If only, I could have recorded the whole convo with the CSO V____. This definitely their issue on miss-communication, and also not doing their work, right. It's very disappointing to come across this kind of service. Not only was it a hassle to keep calling international hotline but also, the hassle to keep repeating your story to get the whole scene straight. VERY upsetting. Expected better.