I booked a property(apartment) against my Agoda Booking ID 717395533 on June 17, 2022, for 20 nights. My booking was confirmed, and the total amount was paid. I also contacted the property owner on Agoda after booking and she also gave confirmation.
I was supposed to check-in on July 25, 2022, when I contacted the property owner to know the check-in details on Agoda 2 days back i.e., July 19, 2022, she did not respond to me.
Yesterday(July 21) I tried to contact her on WhatsApp she did not pick up any of my calls. After repeated calls and messages, she said that she would be cancelling the reservation as her apartment is under renovation. I booked the property more than a month ago for USD 380, now the rates of similar properties at the same location are USD 900+. If I had not been calling her on WhatsApp repeatedly, I would have never known about the cancellation. I have my flight and I have to check-in after 3 days and this is so frustrating and depressing.
I am a student and Agoda has caused me so much loss because now I cannot afford to book any other property, I am bound to travel because I study there. I booked the property way before time to get the benefit of a low price. Now the rates have multiplied manifold. I have been contacting Agoda customer service via email and calls, they are offering me USD 20 compensation for the loss of USD 900+, I have been using Agoda for the past many years for hotel booking and this is the first time I used Agoda for Apartment booking, instead of charging a penalty to the property owner, Agoda has been a source of severe mental stress for me and my family from the past couple of days.
It is such a shame that being a huge company they are not just letting the property owners scam the customers but also being part of it. I did not receive any response on email after the USD 20 offer and that too in the form of Agoda cash. I have called at the helpline number many times and all they do is ask me to hold for minutes.
I have shared other properties at the same location for booking but they are lying that they are fully booked so I just take my refund, they are just not booking it because the rates are higher. I do not need USD 20, all I need is a booking at the same location or USD 900 on my credit card, not Agoda cash as I will never use Agoda again because Agoda is just working to make your life difficult and earn from your losses.
Their customer service is awful, they do not care if you are a regular customer, the property owners who are disgracing their brand name are more important to them.
I need USD 900 on my credit card or an alternate booking at the same location for the same amount that I have already paid.
PLEASE HELP ME HOW CAN I GET MY COMPENSATION! WHO SHOULD I CONTACT? WHICH PLATFORM IS APPROPRIATE FOR THIS COMPLAINT?