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rachellai's review of Agoda - www.agoda.com

★★★★★

“truly reliable website”

Written on: 25/04/2019 by rachellai (1 review written)

totally a good booking experience for me. Smooth booking process with instant confirmation. Worry-free and website design is clear and vibrant.

Lilou97's Response to rachellai's Review

Written on: 25/04/2019

Planning legal actions against Agoda but wanted to share my experience with you as well!!
We booked a hotel room in NY for 2 adults and 3 kids through Agoda.com and received a confirmation for our booking. Once in the hotel, the hotel front desk informed us that Agoda only made a booking for 2 adults and 2 kids. We were allocated a room that can only sleep 4 with no option to add an axtra rollaway bed to accommodate the 5th person in our party due to NY state Laws.
We spent 2 days talking to Agoda customer service who finally suggested that we book an extra room for the 5th person and process to the refund of the engaged costs upon reception of the hotel invoice, they suggested that we pay first and we apply for the refund at check out.
We followed exactly the same procedure that was agreed in writing (via email) and over the phone but were surpeisingly facing a refusal from Agoda to honor its engagenement towards us.
We are planing to take the case to court and will do our best to claim not only the refund for the extra cost but compensation for moral and financial damage that we incurred as a result of this very bad experience

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