**th January, **** **Dear sir*Madam,*Re: Charging for room in Raj Palace Chennai*I had...

GetHuman-krustygn's customer service issue with Agoda from January 2019

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The issue in GetHuman-krustygn's own words
**th January, **** **Dear sir*Madam,*Re: Charging for room in Raj Palace Chennai*I had a confirmed booking with you for Raj palace, Chennai from the **th to **th December,****. Your booking confirmation states:*“All rooms are guaranteed on the day of arrival.”*“At check-in you must present the credit card used to make the booking.”*This implies that I am expected to pay on arrival at the hotel, not before. On the **th of December,**** I received an email asking me to make payment within the next ** hours or my booking will be cancelled. I tried to make the payment with my credit card but the payment failed to go through. I paid for my cousin, Chitramala, who was travelling with me. It went through.*The next morning, I approached a clerical staff of Hotel Meya Beach Walk ,Mamallapuram where we were staying to help make a call to Raj palace. I talked to the staff and he said that two rooms will be available on arrival.*On **th December,**** when we arrived at Raj palace, the staff at the reception said that only one room was available and the other was cancelled by you. When we clarified the position, he promised that he will give another room and asked us to wait in the one room available. We agreed and we waited for more than half an hour. No room was given to us. He then promised to get the room ready after an hour. So we went and did some shopping and came back. No room was ready. The same staff member pleaded with us to give him another hour as the guest had delayed checking out. We waited and then another staff tells us that he cannot give another room as all rooms were taken. Despite all our efforts we could not get another room. My aunt was with us. Three of us could not stay in one room with two single beds. We had no choice but to leave and find alternative accommodation. So we never stayed in the one room for which you have charged. I am sure Raj palace gave the room to another guest as there were many calls asking for rooms when we were there.*The behaviour and attitude of the front desk staff in Raj palace are unacceptable. We were tired and they wasted three hours of our time. Who is going to compensate that?*You, Agoda, had no legal right to demand payment in ** hours. Your booking confirmation did not state that. You have charged payment to my credit card for the room which we did not occupy.*I have been your client for a long time and made many bookings through you. Please take note that I have made a booking through you to stay in White Palace, Negombo, Sri Lanka on the *th of March, ****.*I request you to reimburse the money you charged to my credit card. Your cooperation in this matter will be highly appreciated.**Yours sincerely*K.Gnaneswari

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Agoda

Customer service issue
Reported by GetHuman-krustygn
Jan 25th, 2019 - 2 years ago
Not resolved
Seen by 10 customers so far
Similar issue to 22253 others
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GetHuman-krustygn started working on this issue
Jan 25th, 2019 10:28am