Booking ID 343754763 as detailed below:
Hotel: Antares Rubens Hotel
City/Country or Region: Milan/Italy
Arrival: December 27, 2022
Departure: January 4, 2023
Roberto and Gianmario from the hotel both confirmed that they agreed to refund the money. I won’t stop until this Case is resolved, the last mail I received from you gave me an expression that you will not compromise, so won’t I? I don’t want anyone to be put in this situation.
Here is the full background of the situation so far:
11th of December 5:20 pm: I accidentally cancelled my Booking.
11th of December 5:23 pm: Contacted agoda.com - could not find a person to talk to
11th of December 5:23 pm: Called Rubens, confirmed that my Booking was cancelled. Asked about their cancelation policy - they said that they hadn’t received the money but approved cancellation without any fee need to be paid.
Called agoda.com 3 times.
11th of December 6:17 pm: called the Hotel again. They said they did not have any involvement in this situation - EXPEDIA.COM is their Point of contact.
Called agoda.com 3 more times.
11th of December 9:15 pm: called Rubens to ask the name of the staff who confirmed the cancellation. His name is Roberto.
Called agoda.com twice to explain the situation and I had to do it at least 9 times, everytime someone else picked up the phone. I had to explain the situation from the beginning.
I created several number of cases online.
12th of December from 11:00 am. to 8:00 pm, here are the mailings between me and agoda.com
https://Agoda.com
We are happy to help you with your issue.
- Check your Booking status
- Request to amend your Booking
- Cancel your Booking
- Resend your Booking confirmation
- Submit special requests(subject to the property’s availability upon arrival)
- Request a receipt
Rubens Hotel agreed
I confirm that we can accept the re-activation of the reservation cancelled apparently by mistake. We await the new reservation at same conditions if received until tomorrow. We remain at your disposals.
agoda.com rejected
To give you an update about our previous special fee waiver request from the property, we have been informed that they are unable to Honor the request due to the Booking’s cancellation policy.
agoda.com agreed
Regarding to the Booking, we received the supplier’s updates and they informed the Booking has been cancelled for Free at their Side and Hotel Side. The Hotel also agreed cancel for Free.
Currently, the Booking is unable to be reinstated. If our dear guest need the reservation and you Only can rebook at the same Hotel. Thank you very much for your kind understanding.
Additionally, could you please inform the refund methods? Whether you want to return to the original credit card?
agoda.com change of heart?
We totally understand that this is not the answer you were expecting but the Hotel as denied to waive the penalty. We apologize for the inconvenience caused.
agoda.com SUPPLIER?
We’re very sorry that we are unable to reinstate your booking, as our supplier can not reinstate this booking due to the system limitation.
CLEARLY, YOU HAVE BEEN LYING TO US. HIDING THAT THE HOTEL HAD CONFIRMED THE REFUND. FIRST ASK FOR OUR CREDIT CARD INFORMATION TO REFUND THEN HAD A CHANGE OF HEART - PUT THE BLAME ON THE HOTEL AND LATER ON, IT’S SUPPLIER’S FAULT?
I WANT MY MONEY BACK.