1) Tell the truth
2) Admit it when they don't?
In search of a new "regular" hotel for my monthly multi-day stays in Saigon, I went through TripAdvisor's listings looking for ideas. After considering a number of possibilities, I settled on a quiet place with a rooftop terrace breakfast included and that is only a two-minute walk to friends and good restaurants. TripAdvisor sent me to agoda, whose site I used to book the room.
Upon arrival in Saigon I checked into the chosen hotel—Ngoc Minh Hotel—and went to my room. After breakfast the next morning, I was in my room preparing to out when I got an email from agoda.
"Ngoc Minh Hotel has confirmed that your booking is a No-Show."
Did I mention I'd been IN THE ROOM for over 18 hours when I got the email?
I tried to call agoda, BUT, because they'd cancelled my booking, the phone system kept hanging up on me. I went downstairs to ask the front desk clerk if she knew anything. She said they wouldn't've cancelled me because I checked in the night before. She assured me she'd contact agoda and ask why they cancelled me.
Agoda replied to the hotel with this email:
"We have checked the booking in our system and found out that it has been cancelled by our customer directly."
You tell me I'm a no-show while I'm sitting in the flippin' room and you tell the hotel that I cancelled. Really???
Now I'm pissed off. Not only has agoda STOLEN my money, they've lied to both the hotel and me. Since they wouldn't let my call go through their phone system, I had to use the "Chat" feature on their web site.
"This is the first we're hearing of this booking being cancelled,"
BUT YOU CANCELLED IT!!! Why was I marked as a "No-show"??? The hotel certainly didn't do it!
"... the booking was mistakenly marked as a no show, which then triggered the cancellation in our system." Who the f*ck marked me as a no-show? According to the front desk clerk, there were three other reservations similarly marked in error at that hotel that night. Someone at agoda seriously dropped the ball and then they sent out emails lying about what happened.
What a cluster-fuck! It cost me a few hours of my time and all I got in return was the money they never should've taken in the first place. At a minimum, they owe me a free hotel night somewhere.
Needless to say, I will NEVER AGAIN use agoda and I will suggest to everyone I can that they think twice before using them. Yes, I understand people make mistakes, but lies are NOT mistakes.