I booked a hotel (Anand Palace in Darjeeling) through Agoda and got the confirmation also (Reservation no 17626698). At the time of checking-in I was shocked to know that the booking didn't exist and the hotel was full! I had contacted the Customer Service Center of Agoda (852 3071 5005) and after spending 2-3 hours (and significant money!) on various calls, Agoda accepted their mistake. Thereafter, I was offered an alternative accommodation, which I didn't find comparable with Anand Palace. Agoda didn't agree to allow me to find out any other hotel on their expense! Finally, Agoda agreed to refund me the booking amount while an alternative accommodation was provided by them. I am still waiting for the refund. Overall, it was a horrifying experience!
As I understand, the problem happened because Agoda's India agent Puneet didn't have a proper agreement with Anand Palace hotel, and didn't have the latest inventory! Also, in the absence of the inventory, he didn't even have the process of getting a confirmation from the hotel after receiving the reservation request! Agoda needs to review and evaluate their local partners, and their processes.
For any details, you can call me at 91 9810272544 or on the email.
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