I sent this on **th Jan **** and didn't get a reply**Dear Agoda Customer Service**I boo...
GetHuman-kirstyto's customer service issue with Agoda from January 2019
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The issue in GetHuman-kirstyto's own words
I sent this on **th Jan **** and didn't get a reply**Dear Agoda Customer Service**I booked the hotel (Somerset Mirissa, Sri Lanka) on Agoda’s website early in May **** and then in good faith I cancelled the booking online somewhere between **-**th May. I clearly remember the cancellation and the website stating there was no cancellation charges as it was so long before the booking date (**th December ****). I went on to book a different hotel in Mirissa and can send proof of payment for that stay if required. In the autumn I deleted a lot of emails off of my computer to clear space so can’t prove wether or not I received a cancellation email in May. I took my computer to an expert over the weekend but he couldn’t recover any deleted emails unfortunately as it was too long ago. Unfortunately I didn’t take a screenshot of the cancellation.**I didn’t receive email notification that £***.** had been taken from my bank account on **th December ****. I received no communication or confirmation emails from Agoda or Somerset Mirissa prior the the trip in December or any time until after the booking date when I was asked to review the hotel. I was not contacted by Somerset Mirissa when they expected us to arrive.*Therefore I was completely unaware the booking hadn’t cancelled on Agoda’s system and that a technical problem had occurred. I never used Agoda again after May **** so never saw that the booking had failed to cancel on the system.**My family returned home on *nd January **** from Sri Lanka, it was then that I noticed my bank account had been debited for the stay I had cancelled in May. **I see by searching on the internet that I’m not the first Agoda customer to find themselves believing their booking is cancelled and then to be charged for a stay they never had. While I understand this has financial consequences for the hotel I don’t understand why they didn’t email me when I failed to show as they expected.**My next steps are to take advice from Citizens Advice Service. **Yours sincerely*Kirsty Dobson
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