Osman

Agoda illegally delete my reservations that i had paid using our account – In July 2023, my wife had booked us an accommodation for our trip to Tasmania early September 2023. She had use Agoda booking platform because they offer a Vip promo with a $250…

off when she finalised the payment. She had two separate booking in which one for Launceston stay and another for Hobart. She was happy when she was given another $250 off when she wanted to make the payment. So we are relieved we had booked for our trip accommodations. However, on 4th August 2023. My wife received an email from Agoda that our booking had been successful cancelled. My panic wife thought her account might be hacked. Quickly check and change her account passwords. She called Agoda and was shocked when the Customer service said they had cancelled the booking because she had overuse the promo of $250. But instead of calling us prior to cancellation, they ‘Agoda’ had cancel via my wife account so that it look as if she cancelled it. My wife had explained it not her who overused. When she wanted to finalise the payment for her booking. Those promo were automatic made into the booking, she just paid whatever the system had prompt. This is a system glitch by Agoda platform but Agoda had accuse my wife of cheating. Worst, they had integrity issues going into my wife account and cancel the reservation making it as if she cancelled the booking. We had read the contract and clause, they ‘Agoda’ needs to advise and soeak to us before making any changes to our reservation. Also, Agoda Customer service refuse to escalate or allow my wife to speak to anyone in charge. The Customer service told my wife they will call back in 3 hour but they did not. At this point we had called the hotels that we had booked and seeking their assistance. By this time all the room rate had gone up tremendously because it is a month away from our travel dates. We are given unnecessary stress by Agoda. We tried to reach out again today but they keep telling us that in their system had indicate we are the one cancelling our reservation. To those who had travel to Tasmania before. Accommodations there are very limited and hotel rates could be ridiculous as there are high demand. We are now considering legal if the issues not rectify by next week. We not asking much but reinstate our booking. We are travelling with an infant and toddler. To put us in this state is really ridiculous. Especially they are the one who had the system glitch or marketing’s error.

**update**just after i upload this review. A Customer Service Manager (Probably/Unsure) from Agoda Singapore based called my wife and hopeful it will be resolve soon. We had always been using Agoda and this is the first time this happen.

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