Dear Agoda Customer Care Services,**I am writing to you with regards to Booking number...

GetHuman-vssigurd's customer service issue with Agoda from November 2018

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Dear Agoda Customer Care Services,**I am writing to you with regards to Booking number *********, booked in the name of Gunnar Freyr Gretarsson and paid for with Credit Card number ending in **** in the name of Gunnar Kjartansson.**We have already been in direct touch with the manager of this property, who we had been in touch with since the booking was made at the end of September ***** however, as he has recently failed to get back in touch with us, as promised, we have to contact you because what has gone on is absolutely unacceptable. **The property in question was booked for the weekend **th September to **th September, for both the Friday and the Saturday and a substantial amount (***.** US dollars) was paid on the understanding that this property was an entire apartment and private, for us and our relatives, whom we were visiting in Italy. I had myself been in touch with the manager previous to flying to Italy from Iceland and everything was confirmed. **However, just as we were on our way to Rome from Siena in the car, on the evening of the **th September, when we were meant to check in to the property, I received an email saying that the booking was made mistakenly by staff who had led us to presume the property would be just ours for the weekend and, in fact, we would have to share the space. My Italian speaking friend called the man up immediately in the car and it turns out he wanted us to share with strangers, having not told us this before. Even though the man assured us he would find beds for us all and include breakfast, this is not the agreement we had initially booked understanding and this is not what we wanted to pay such an extortionate amount of money for! He apologised profusely and said he understood that we no longer wanted to stay there. He blamed his staff several times and said that this kind of issue had not occurred before. What was worrying, however, was that when he was asked to refund our money because we would like to cancel, understandably, as this was not what we had signed up for, the man did not appear to know how the refunds policy worked nor how to request it for us from Agoda, and promised to find out and call us back.**We found alternative lodgings for the weekend and the man had still not called back by Sunday **th September, at which point we called him back on our drive back to Siena. He said he still did not know about refunding our money, knew that it was all his*his staff members’ fault and said he had not been paid by Agoda either and to contact you directly. We made some attempts to call your Customer Services UK number from the road* however, as I hope you’ll appreciate, this is difficult done while travelling. Since returning to Iceland, we would like to resolve this matter once and for all. We feel that there is something odd and suspicious going on with this property, which was advertised as being private and for * people, then they tried to squeeze us in as * people or more! The people in charge are unprofessional and lack basic knowledge of the hospitality industry. They furthermore cannot communicate in English and thus we have had to resort to friends and translators, and yet the man has still not been in touch about the refund of ***.** US dollars, which we are understandably concerned about.**Please let us know what is going on with this case as this is really concerning. Please do not hesitate to contact us should you require any further information regarding this issue.**We look forward to hearing from you as soon as possible. **Yours faithfully,**Gunnar Gretarsson
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Agoda

Customer service issue
Reported by GetHuman-vssigurd
Nov 1st, 2018 - a mon ago
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Nov 1st 11:29am