To whom it may concern,**After several months of correspondences between your company and myself I cannot stress how frustrating the customer service at Agoda has been. I will AGAIN explain to you the problems we have faced and what we would like done to rectify the situation.** I booked an All Inclusive honeymoon at Adaaran Select Hudhuranfushi October *th **** - October **th **** for my son Edward Dougherty and his wife Lauren DiDonato Dougherty. This honeymoon stay was a gift from me to my son for his wedding. (please see attached reservation **********)* They checked into their Ocean Villa at Adaaran Select Hudhuranfushi in the afternoon of October *, ****. Just a few hours into their honeymoon, My son and his new bride were awoken in their sleep by the butler due to a structural fire only a few huts away from them. (Please see attached picture of the fire)**Edward and Lauren only had seconds to grab a few personal items while evacuating the fire. The butler assured them that he would retrieve their personal belongings because they were not permitted back to the villa. **To date they still have not received all of their belongings.**** The Adaaran Hudhuranfushi resort was sold out with no availability on the island. After waiting for hours on the beach they were finally transferred (As well as charged for the transfer - please see attached receipt) to a sister property , Adaaran Rannali, and booked into a standard room, NOT an Ocean Villa. The room had not been cleaned properly prior to check in, had no air conditioning, No WIFI, and none of the amenities they would have been receiving at Hudhuranfushi. ** After being evacuated from a fire, up for most of the night, not having their belonging & spending most of the day at a non-comparable resort(Rannali) as booked through your agency for their honeymoon, Management reluctantly transferred them again to Olhuveli Beach & Spa, checking in at approximately *pm October *th. While this room was an overwater villa, it was outdated and the amenities were not comparable to what was originally booked through your company. **If you can try to understand my frustrations, I paid for * nights at Adaaran Select Hudhuranfushi totalling USD $*,***.** for an Overwater Villa. My son and his wife only enjoyed this room for less than ** hours before being forced to evacuate due to a fire on their honeymoon. They were then transferred to * other resorts without comparable amenities, never receiving their personal belongings and forced to pay for the boat transfers totaling USD $***. **We have provided proof of these occurrences and have not received a solution from you or the resort in taking care of these problems. I have given the resort and your company ample time to correct the wrongs. I are demanding a refund for services not received. If I do not receive correspondence within * business days I will be seeking legal council.
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Mar 26th, 2019 2:22pm
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