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Agoda Customer Service Ruined Our Vacation

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C****
C**** July 18, 5:57 pm

It's clear to Agoda that I paid for two reservations at Hotel Ikonik Lisboa through Agoda, one for July 12 and the other for July 13. When the hotel saw my Agoda reservation papers, they claimed that they had only reserved two separate rooms for the night of July 12th, despite the fact that Agoda had confirmed this on my behalf. I pointed out the error and re-examined my Agoda booking papers, requesting that the error be corrected. The hotel staff agreed and helped me check in. Because I didn't have an Agoda reservation, they refused to give my wife and me a room the next day. I called Agoda customer service while I was staying at the hotel and explained the situation. A new referral code was given by agoda, but the result remained the same. When we spoke, they said they would not call Agoda and tell your system question, that we need to get a new room from the hotel's website if there is a problem with the room we booked. We stayed in another hotel for 168 euros or in another hotel that I had booked from Agoda that night because I didn't want to pay for a hotel that treated me poorly. The hotel spent two hours trying to figure out what was going on. There was no documentation provided by the hotel regarding the cancellation. A written explanation was not provided when I asked for it, and no paperwork was provided when I requested it. In addition to the 168 EUR I paid to stay in another hotel because of an Agoda/hotel error, I want my money back. I paid for this hotel but did not stay there.

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