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Agoda review: Hotel stay

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9:53 pm EST
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Agoda Booking ID: [protected]
Movenpick Villas & Residences Phu Quoc
Check in: Friday, November 29, 2024
Check out: Friday December 6, 2024

We checked in to the Movenpick in the late afternoon, and found out that Agoda cancelled our reservation

We have just flown in to Phu Quoc, which is a very undeveloped island in Vietnam, and have very little choices for alternative accomodation
To find out when we're checking in at the late afternoon, that we have no reservation, is incredibly distressing and unbelievable

We called Agoda, and found out that Agoda cancelled our reservation because we did not confirm before our arrival. When we made our reservation, we gave Agoda our credit card information. Then we give our credit card to the resort when we arrive, and then they will charge our credit card for the stay

We understand that we have the option to cancel within a certain number of days before our arrival, and pay penalties if we don't cancel in time. However, we were never told that we needed to confirm 2 days before our arrival, nor has that ever been a requirement.

As we are travelling, we don't have the same amenities as when we're at home. For example, reliable 24 hours Internet access, except when we're at the hotel and using their wifi. As we are on holidays, we are not checking our email often

While on the phone with Agoda, we asked repeatedly to speak to a Manager, and were told that we couldn't! In what situation can we be denied to speak to a Manager? This is our right and our option to escalate our call.

Further research shows that others have also had Agoda contact them and said that an issue came up and that Agoda needed to cancel the consumer’s hotel stay before the check-in date. Further, other consumers have said that Agoda canceled their booking or flight with no explanation or recourse. That sounds like a horrible sales model that will result in a lot of unhappy consumers and poor reviews.

We spoke to a few staff members who work Movenpick, and they told us that none of their Clients have had to do this, and they have never had to do this themselves either when they book with Agoda, booking.com, etc.. They have agreed to be contacted by Agoda if you'd like to confirm with them

As a result of the cancellation, we had to pay an extra $700 for a room at the Movenpick, and the room was less desirable than the room that we had booked with Agoda. We paid for it because we are on a remote Vietnamese island in the early evening, when it's dark outside, and it was not safe to travel to another resort. Frankly, we were just happy that the Movenpick had a room available, since our reservation had been cancelled.

My friends and I have used Agoda dozens of times, and it has always been the same process. We have never had to confirm our reservations before, and we have never had any problems before

We would like Agoda to refund us the difference between what we paid Movenpick, and what we were supposed to pay, based on our contract with Agoda. We can provide any documentation that you require.

Thank you,

Claimed loss: I would like a response from a Manager, and a refund for USD $700 extra that we had to pay

Desired outcome: USD $700

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