Hello,*My name is Mona Trafimow, a ** year old Australian pensioner and cancer survivo...

GetHuman-vicharat's customer service issue with Agoda from September 2018

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book * rooms in Sanur for * nights ... Hello,*My name is Mona Trafimow, a ** year old Australian pensioner and cancer survivor, on a limited budget. *On ** Sept **** I made the above booking at Swastika Guest House in Sanur, Bali for **-** Sept for * double rooms for * nights. I got confused, and made a series of mistakes with this booking, and it ended up as a no-show. I'm hoping that you will find it in your heart to cancel the charge of IDR *,***,***. This represents a lot of money to me, and I am very upset about it.*When I made the booking, I was very confused by the "pay at the hotel" system. I thought that because I hadn't given any credit card information, "pay at the hotel" meant that if I didn't pay at the hotel, I wouldn't be charged. After I made the booking, I tried to find it on my Agoda app and in my account on the Agoda website, but it was not there. I therefore reasonably concluded that the booking hadn't gone through.*The problem was caused by the fact that there are * hotels in Sanur named 'Swastika' -- Swastika Bungalows and Swastika Guesthouse. I was booking * rooms for me and a visiting friend for a special holiday, and I booked the wrong 'Swastika' -- the Guesthouse instead of the Bungalow. That was my mistake. When I arrived in Sanur, I first went to Swastika Bungalows, and then realised my mistake, so I went to the Guesthouse to try to figure out what to do. The Guesthouse was of a very low standard, and I knew that my friend would hate it. I discussed my problem with the desk clerk, and he didn't know anything about my booking, so again I thought it hadn't gone through. He certainly never explained that I was going to have to pay for the rooms. My friend and I eventually found rooms that we liked elsewhere.*When I returned to my home in Bali on Sunday night, I panicked because I realised that I might be charged for the booking even though we never used it. I spent all day yesterday researching the situation and trying to find a way to contact you.*I realize i was at fault, but I do think that the Agoda system is also at fault. Why wasn't the booking showing up on the app or the website? And the hotel was also to blame because they didn't know about the booking and never explained the situation to me. *I am hoping you will understand how I feel. I would be very grateful if you could help me out with this. I hope that you can make an exception to your usual policy and cancel the charge. If this is not possible, could the payment be converted into credit for a future Agoda booking? **Thank you very much for your attention to this matter. *My registered phone number is ***************My registered email address is *****@***.com*Sincerely,*Mona Trafimow
The Agoda software didn't display the booking properly, and the hotel didn't inform me of the situation.
Please cancel the charges for booking, or convert the payment into credit for my next Agoda booking. Thanks!
I've been an Agoda customer for about * years
I've tried phoning and sending an email to customer *****@***.com, but neither worked.
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Agoda

accommodation booking service
Customer service issue
Reported by GetHuman-vicharat
Sep 25th, 2018 - 2 mons ago
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GetHuman-vicharat started working on this issue
Sep 25th 1:37am
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Sep 25th 1:39am