I’m Floyd Gonsalves, a resident of Mumbai, India & wanted to highlight a serious lapse on Agoda’s part that led me & my family through an intense trauma during my stay in Kashmir in May’22.
I have an Agoda confirmation from a booking done on 3rd Match for a stay at ‘The Rosewood Hotel – Gulmarg’ between 6th May – 8th May.
As luck would have it – I called up Rosewood on 1st May to check my reservation & they confirmed they had no reservation in my name.
I called up Agoda repeatedly between 1st May to 5th May to voice my concern
Till the 3rd of May there was no response & the only thing I was told is that Agoda is looking into it & would get back
On 3rd May – one of the agents informed me that Agoda’s India Partner (yatra, I guess) had goofed up & had not sent the confirmation voucher to the Hotel resulting in the issue. They said Sharmin (from Yatra) would call up & make the necessary alternative arrangements for my stay. I was also provided with her desk no. & Sharmin bluntly told us that she would not entertain any requests from customers as she was accountable only to Agoda. Agoda asked us 24 – 48 hours to revert
On 4th May – I called in desperately as no one from either Agoda/Yatra called in & my check in time was getting close.
On 5th May – an agent called up to gave me 2 options of either cancelling & getting a full refund OR Agoda helping to get an alternate booking. I chose the latter however in 2 hours received a confirmation that no rooms were available. I told them I was flexible & ok even to stay in 2 different hotels on each of the dates. I also told them about the rooms available in other hotels but they confirmed they could not do that.
They offered me a compensation of 1 nights stay + full refund of Rs. 13192/- which I REFUSED.
Let me ask you a few questions
• Was I at fault in this whole drama & why did my wife, kid & I go through all this trauma?
• Agoda nicely shrugged off its responsibility by offering me Rs. 13192 + $87.29 which is a paltry amount.
• My hotel was booked for 2 nights 2 months in advance. At the last moment I booked myself an alternative accommodation in
The Heevan Resort via Cleartrip for the 6th May at Rs.11760/-
The Gulmarg Resort for Rs. 5000/- . This was a shabby hotel but I had no options but had to put up as there were no other hotels available. The linens were filthy, bathroom was dirty & its not a place that I usually stay at & here I was with my wife as I had no place to stay for the night. I could barely sleep & suffered immensely over the next 2 days due to lack of sleep.
I’m a Marriott’s Elite Gold Member & even at Srinagar I was put up at Four Points by Sheraton. Agoda has put me & my family through so much of stress in my entire 7 day vacation & you guys offer me a paltry 1 night additional compensation for no fault of ours? Is this the way you work?
I’m extremely sorry to have booked the hotel through your website & spoilt my entire vacation. Keep the $87.29 to yourself – you’ve spoilt my entire vacation & I’ll ensure I’ll get justice that is due to me!
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