Agoda — Complaint Against Agoda for Misleading Cancellation Policy and Refusal to Refund

Address: Dlf Cyber Park, Phase II, Udyog Vihar,Gurugram, Haryana 122022

Website: agoda.com

Dear ConsumerComplaint.in Team,

I am writing to bring to your attention a case of misleading practices and refusal to refund by Agoda, which I believe constitutes an unfair and unethical business practice.

Details of the Incident:

Booking ID: [protected]
Traveler Name:Devashish Roy
Activity Name:Jaipur Private Full Day Tour w/ AC Car & Guide
Activity Date:18 December 2024

1. Misleading Cancellation Messaging:
On 17 December 2024, I booked the above activity through Agoda for amountof Rs.1734.59/-through my hdfc creditcard ending in xxxx 8530. Due to a change in plans, I canceled the booking within a few hours. During the cancellation process, Agoda's platform explicitly highlighted "Free Cancellation" and displayed a message stating that a refund was being processed. Based on this clear communication, I proceeded with the cancellation.

2. Refusal to Refund:
Despite the above, Agoda has now refused to process my refund, citing a "25-hour cancellation window" policy. This was not clear during the booking process and was directly contradicted by the system's messaging at the time of cancellation.

3. Unfair Policy for Short-Notice Bookings:
The booking was made within 25 hours of the activity's start time, making it practically impossible to comply with the stated policy. Applying such a policy to last-minute bookings without flexibility is highly unreasonable.

4. Agoda's Lack of Accountability:
When I raised this issue with Agoda, they responded by stating that their policy was "clearly mentioned." However, they failed to address the contradictory and misleading messaging during the cancellation process, which was the basis of my decision.

Complaint and Request: I believe Agoda’s actions amount to a scam, as they:
- Misled me with false or contradictory information during the cancellation process.
- Refused to honor the refund despite their platform indicating otherwise.
- Failed to provide fair and reasonable flexibility for short-notice bookings.

I request ConsumerComplaint.in to:
1. Investigate this matter and take necessary action against Agoda.
2. Assist in ensuring that I receive a full refund for my canceled booking.
3. Help raise awareness to prevent other consumers from falling victim to such deceptive practices.

Supporting Documents:
I can provide screenshots of the cancellation process, Agoda's communications, and relevant evidence to support my case.

I trust your platform will take this matter seriously and assist in resolving this issue promptly.

Thank you for your time and support.

Sincerely,
Devashish Roy
[Mob- [protected]]