On 17 jan 2011, i booked via agoda website a superior room at orchard parade hotel - singapore for 1 night. But a minute after booking, i found out that the room's price you advertised varied greatly from what's charged on my credit card. The display says sgd$177, but it's charged as sgd$214.33(Usd$161.59)there was no explanation of why the charge differs so greatly, no clear breakdown of why that is.
I immediately cancelled my booking and sent email to agoda stated my reason of cancellation in the original complaint on jan 17, 2011.
A few minutes later, i received a cancellation notice stating that my booking has been cancelled by their system and the payment for this booking, less all applicable cancellation fees will be refunded to my credit card within 10 working days.
On jan 18 2011, i received an email from a person at the contact centre spesialist - agoda customer response saying that they already received my email and noted the cancellation made via self - service link but he didn't clarify about the price mismatch.
Based on these two emails, i considered my booking was successfully cancelled and would receive the refunded payment within 10 days.
On 7 march 2011, i checked with my bank and according to them they still haven't received the refund from agoda. I emailed agoda customer response asking them about the payment refund. They told me that there will be no refund for this booking as per hotel policy, the booking is non-refundable and can't be amended or modified.
If this is not refundable, the website shouldn't allow me to cancel. Why on their cancellation notice they mentioned about payment will be refunded within 10 days and said nothing about this non-refundable. And, why the contact centre specialist who replied to my cancellation email, also did not let me know about this. If they indicated this on the cancellation notice, i would continue my booking i initially made with agoda since it was a non-refundable.
I was expecting myself to deal with a honest business here. Unfortunately, i can hardly think of such about agoda at this point - first charging me beyond what's advertised. Second, refusal to refund my money by stating illogical argument.
Agoda has kindly given me the full refund and waived the cancellation fee. At the end, their "Contact Centre Specialist" gave a good and professional response and brought the matter into a good conclusion. And with that, I believe they have shown their commitment in running a decent business.
My suggestion is - please carefully review your order and final total before you finalize the payment. Their website doesn't have a typical "Shopping Cart" experience that most people have grown accustomed to, and that might cause a surprise. I have given some feedback on this.