Agoda Misleading Problem/Cancellation Fee - Any Ideas?

seanbaussie on 10/03/2020 - 22:14
Last edited 10/03/2020 - 22:19

I made a booking through agoda and have screenshots from the app that clearly say both that the costs are "Book Now Pay Later" and (on a later payment screen) "Risk Free, No Cancellation Fees". I've got 2 problems.

1) They charged me straight away (not 'Later').
* They claim this is because I used PayPal instead of entering my Credit Card details - although they also said I could Pay Later using PayPal.
* There was no indication while booking that this would occur and I have a screenshot saying both "Book Now Pay Later" and "Risk Free, No Cancellation Fees" specifically for PayPal, but to be honest it wouldn't be a big issue except for 2) below.

(BTW, I didn't realise I'd been charged until the PayPal transaction came out - I thought it was a pre-authorisation)

Because they've messed me round, I have no confidence in them - and I primarily booked so I could hold it for a time to see if prices were the best, then consider whether to cancel as it was free to cancel.

2) They want to charge me for cancelling.
* So I rang to cancel without a fee. They say they can't do that - instead they want to 'negotiate with the hotel for me' to see if the hotel will waive a cancellation fee.
* I spent 50 minutes on the phone with them tonight and the operator himself agreed that the screen that appears clearly says 'Risk Free, No Cancellation Fees'. I could even reproduce exactly the same screen tonight.

It's clear that they are misleading. I asked why he wouldn't cancel without a fee while on the phone for me, he put me on hold and said that his supervisor and he both agreed that it says that, but they can't.

They are (allegedly) going to contact me again tomorrow after speaking to the hotel, but I have little hope that they will not want to charge a cancellation fee. What can I do if so? I have shown them that their own website says they shouldn't charge me, but they hold my money and the booking. Agoda are based in Singapore so I can't see that a state based consumer organisation could do much?

What probably most annoys me is that even today their site states "Risk Free, No Cancellation Fees" for PayPal and yet they are not honouring this - instead misleading people.

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Comments

  • brendanm on 10/03/2020 - 22:20
    +3

    Put a claim in with PayPal, show your proof, move on.

    • seanbaussie on 10/03/2020 - 22:28

      That's my next step, but I haven't ever put a claim with them. Do they generally honour these types of claims? Does it take much?

      • brendanm on 10/03/2020 - 22:43

        Yep just do it, if you have the screenshots showing those things, its pretty open and shut. Lodge the claim on the website, pretty easy.

  • Stewardo on 10/03/2020 - 22:20
    +1

    What did PayPal say?

  • WreckTangle on 10/03/2020 - 23:09
    +1

    Good job on getting screenshots

  • bobbified on 10/03/2020 - 23:22

    PayPal recently changed their rules and no longer refunds the seller fees anymore. That could be a reason Agoda is resisting a refund.

  • AlanJ on 11/03/2020 - 08:05

    I've used Agoda multiple times, and with all the mixes of conditions which all these booking sites offer nowadays, and I have to say I have never had any trouble with this company (unlike two others, but this is not the place to go into those!). Then again, I have never needed to telephone them; I have always made changes and adjustments right there on-line, and that is a straightforward process. My guess, therefore, is that you spent your fifty minutes talking to the wrong person; as annoying as it is, you might be wise to try again, and ask for the problem to be escalated.

  • willaston on 11/03/2020 - 12:14

    Escalate your problem to Consumer Affairs. Its very simple to fill in an online form to lodge your complaint. Provide all the details you have given above. Most companies don't want the hassle of having to deal with CA, and are smart enough to not want to have too many claims made against them so they can remain "off the radar", and they work quickly to "resolve" the issue. They know they don't have a leg to stand on legally - they just work on the premise that a good percentage of consumers won't be bothered chasing small claims. If more of us did this with even minor issues, companies would likely do the right thing more often.

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