I rarely do this but in an attempt to modify a hotel stay by one day due to simple clerical error the back and forth with Agoda and the hotel clearly indicated Agoda lied to me on the hotels position on making a change. Hotel was prepared to modify the dates with Agoda confirmation and Agoda said they could not because hotel would not allow.
Hotel response (in part)
“Our partner has tried their best to negotiate for amendment request and also cancellation waiver, unfortunately the hotel is unable to honor the request due to the booking policy.” (Response from Agoda)
(Response from hotel)
We received no requests to cancel this free of charge otherwise I’d have accepted in order for you to rebook the new dates. Again when they say “In accordance with the property’s policy for this booking, ”, this is not our policy!
“ Should you insist for the date changes. we suggest you to contact them directly and try to convince them to provide approval for free cancellation for this booking and revert back this email to provide the approver name & position for us to validate.”
Again we have no control on 3rd party bookings and they know it. The booking is confirmed on their system and we have no options to make any amendments.
Please forward this email to them and ask to talk to a manager because the fact that they blame us is unacceptable!