We booked a night in the Grandeville hotel in Bangkok on New Years Eve. We got the hotel booking confirmation through Agoda. When we turned up at the hotel at about 6 P.M. the manager told us there were no rooms available and tried to dismiss us. We told her about the booking through Agoda, to which she told us that they told Agoda in the morning that there were no rooms. I managed to call Agoda through the hotel (through much difficulty), When I spoke with the advisor at Agoda he offered to refund me for the night as well as an additional night at the hotel plus a 20% discount on any future booking, which although I was grateful for at the time, it didn't really help me as I was still in an foreign country with no hotel for the night. It took another hour and a half after walking around Bangkok to find a hotel as I had no internet access where I was and the hotel wasn’t willing to find a replacement hotel.
So far Agoda have only refunded me for the one night and not the additional night that they agreed to. After emailing them through their website advising them of what had happened, they responded by saying it happens!! As if it is acceptable for them to sell rooms, take your money, send confirmation and then wait for you to turn up at the hotel before finding out that you have no room.
I have since emailed them back, asking if their response is acceptable, and if it is in their terms that it is down to the individual who books through them to wait until they get to the hotel before finding out there are no rooms. I am still waiting for a response.
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