Agoda and Hotel Booking

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Ropes
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Agoda and Hotel Booking

Post by Ropes »

Can someone with some computer system knowledge give me some assistance.
I booked a 2 night weekend break in Korat with Agoda for the 14th and 15th January but due to slipping a disc in my back 2 days before I was due to go I just couldn't face the seven and half hour coach ride so I went on to the Agoda site to re-arrange the booking for the following weekend the 21st and 22nd January.

I knew there would be a surcharge (It was 50%) but I accepted that changing my dates would incur a cost so I pressed the appropriate buttons on their web site but nothing appeared to happen so I gave it a few minutes and tried again at which point a pop up window appeared advising that I was duplicating a request so I assumed that my original request to change the dates had gone through.

When I didn't receive any reply I contacted Agoda who told me the following “ We noticed that you made this request on Jan 12 via our self service link to change your booking from 14-16 Jan to 21-23 Jan however it was not completed and timed out automatically”.

I have tried to argue that I tried to change the dates and it was there system that prevented my request going through. This is where I need some advice. They clearly know I tried to contact them as they have confirmed it via their system. If my request was timed out how does that happen? If their server was busy do they not have an obligation to e-mail me back to ask me to try again?

As far as Agoda are concerned they have washed their hands of it and have failed to reply to any of my e-mails stating that as far as the hotel is concerned I was a no show and my money is lost.

Help please.
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hhfarang
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Re: Agoda and Hotel Booking

Post by hhfarang »

Agoda is not a sponsor here so not much can be said but I don't think there is much you can do at this point about that booking. Once the booking date has past, it is a done deal and you won't be able to get any money back. In the future, if you ever decide to deal with them again, especially with something like a change or cancellation of booking, I suggest that to avoid the internet time out problem you mentioned (has happened to me during a booking before too), that you use either their "live chat" facility or phone them directly.
My brain is like an Internet browser; 12 tabs are open and 5 of them are not responding, there's a GIF playing in an endless loop,... and where is that annoying music coming from?
gloryfan
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Re: Agoda and Hotel Booking

Post by gloryfan »

Given that you have likely paid with a credit card could you have the transaction cancelled through your bank? If so that may be an option if Agoda refuse to budge on their position.
kaokalok
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Re: Agoda and Hotel Booking

Post by kaokalok »

I booked many rooms with agoda since many years,never had any problem even with cancellations.
I suggest you to chat with a live agent and to hold your booking numbers ready.
Good luck
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Lung Per
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Re: Agoda and Hotel Booking

Post by Lung Per »

Have your bank cancel your credit card payment if everything else fails.
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hhfarang
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Re: Agoda and Hotel Booking

Post by hhfarang »

Their cancellation policy is one night once the reservation is made, therefore he owes Agoda 50% as he only booked two nights. The internet timeout thing is for your safety. They give you twenty minutes to complete your online transaction before it times out with a message saying so. You have to start over and when your booking, cancellation or change request is completed, you get a confirmation notice on the screen and emailed to you. If you didn't get that, then you did not complete the transaction and are considered a no show since the dates have passed and therefore forfeit the entire booking amount. This is how Agoda, and many other online travel agents work. That's why they can offer deep discounts. If you're not internet savy enough to complete a transaction on the web site or at least know if you have completed it or not, you have to book over the phone or using their chat feature. I've done it many times all three ways with no problems.
My brain is like an Internet browser; 12 tabs are open and 5 of them are not responding, there's a GIF playing in an endless loop,... and where is that annoying music coming from?
Acadian450
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Re: Agoda and Hotel Booking

Post by Acadian450 »

I booked many different hotels with Agoda, some I changed. You do have to give the required notification but other than that I was always treated well. Sorry to hear you had a problem Ropes, I have been taken once when I booked directly with the hotel so I guess it can happen no matter what method one uses!
Ropes
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Re: Agoda and Hotel Booking

Post by Ropes »

hhfarang wrote:Their cancellation policy is one night once the reservation is made, therefore he owes Agoda 50% as he only booked two nights. The internet timeout thing is for your safety. They give you twenty minutes to complete your online transaction before it times out with a message saying so. You have to start over and when your booking, cancellation or change request is completed, you get a confirmation notice on the screen and emailed to you. If you didn't get that, then you did not complete the transaction and are considered a no show since the dates have passed and therefore forfeit the entire booking amount. This is how Agoda, and many other online travel agents work. That's why they can offer deep discounts. If you're not internet savy enough to complete a transaction on the web site or at least know if you have completed it or not, you have to book over the phone or using their chat feature. I've done it many times all three ways with no problems.
Like I said nothing came up on the screen and so I waited and tried to complete the transaction again. At this time a pop up window came up advising that I was duplicating a transaction. Rightly or as it turns wrongly upon receiving that message I thought my original request had gone through.

I guess I will just have to put it down to experience although I am fast running out of years.

Thanks for all your replies.
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Lev
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Re: Agoda and Hotel Booking

Post by Lev »

You could always use the tried and tested HHAD online hotel booking system which uses Sawadee dot com and is very reliable.
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hhfarang
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Re: Agoda and Hotel Booking

Post by hhfarang »

Lev has a point. I just checked the hotel we usually stay in in Bangkok for the same nights and room type with both online agencies and the HHAD booking system had a better (lower) price than Agoda and is very easy to use. :thumb: :thumb: :thumb:
My brain is like an Internet browser; 12 tabs are open and 5 of them are not responding, there's a GIF playing in an endless loop,... and where is that annoying music coming from?
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Jimbob
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Re: Agoda and Hotel Booking

Post by Jimbob »

Well I'll be buttered!
I tried a comparison and the ol' HHAD system came up best! :cheers:
lifeispixels
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Re: Agoda and Hotel Booking

Post by lifeispixels »

Like earlier comment said, you should contact the bank that issued your credit card if all attempts fail and you feel this is unfair policy. Good luck
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