Agoda review: Unrealistic / unfair behaviour from agoda

In April 2023, I booked a hotel room for a client on the online website Agoda for a hotel room in Dandenong. The booking was for 5 nights. Agoda accepted the booking in the client's name, using my credit card information.

On arrival at the Dandenong hotel, they refused to accept the booking as the client did not have a credit card in her name and the hotel would not allow my card to be used. The Dandenong hotel refused to allow a homeless, pregnant girl a room.

The booking on Agoda was subject to a non-cancellation clause, that Agoda now is relying on not to refund the payment, however we did not cancel the booking. We tried all possible options to negotiate with the hotel on the day but they refused to budge.

Since April 2023, I have played email ping pong with Agoda, as no phone numbers are available and they have changed their reasoning as to why they will not refund the payment.

I have tried to have the payment refunded through my card but that bank is relying on the same cancellation policy and closed the chargeback request.

I am caught between a rock and a hard place now. Agoda is not willing to offer a full refund and the hotel is stating its not their problem either. I believe I am entitled to the $634 refund as the cancellation policy should not be applied as I did not cancel the booking. The hotel refused to accept the booking made on their agents, Agoda website.

Hopefully, we can find a resolution to this matter to allow me to get a refund of this money.