Booking made ********* for a studio apartment non-refundable with Elements Escape Apart...

GetHuman1374118's customer service issue with Agoda from October 2018

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The issue in GetHuman1374118's own words
Cancel a booking to rebook an upgraded apartment ... Booking made ********* for a studio apartment non-refundable with Elements Escape Apartments Queenstown NZ. We need to upgade to a two bedroom apartment - we have contacted the hotel - Lucy- who has agreed to cancel the booking - refund the money and then for us to book a two bedroom apartment. I would like Agoda to contact the hotel to confirm that we can receive a refund of the money already paid for the studio or just pay the balance of the two bedroom apartment price. I need this resolved quickly. I am hesitant to cancel the room until I hear from Agoda that this is OK - We are a resort Melaleuca Resort and I have tried to contact our rep to try to sort it out but no luck there. Can you please help? I want to book the two bedroom at the price offered on Agoda as it is now.
Cancel the studio apartment without fee so I can rebook the upgrade
I have tried to contact Agoda without success
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Customer service issue
Reported by GetHuman1374118
Oct 19th, 2018 - 3 mons ago
I have an issue with Agoda too
Not resolved
Seen by 3 customers so far
Similar issue to 10390 others
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GetHuman1374118 started working on this issue
Oct 19th, 2018 5:34am