(由 Google 翻译)我于 2004 年 14 月 14 日至 16 日在奈尼塔尔的 Woodpeak Hotel 预订了房间。我在 10 月 4 日之前可以免费取消这次住宿。我想在 11 月 4 日取消预订......所以我联系 Agoda 要求免费取消预订,该请求已转给业主。另一方面,我也想过单独向业主要求取消……所以我亲自联系了他们,要求免费取消。他们说,如果他们在线下预订了同一日期的房间,他们就会这样做。然后他们将通过 Agoda 接受我们的取消请求并向我们退款。我们从 11/04 到 13/04 每天都联系他们,询问他们是否有替代品。他们一直否认自己没有。当我们几乎确定他们找不到替代品并且我们的房间在没有收到任何退款的情况下就会被浪费时,我们最后一次联系他们,询问他们是否仍然在 2004 年 14 月 10 点(我们指定的入住日期)离线时找到了替代品。他们说他们仍在寻找,我们还需要等待更多时间。我们在下午 2 点再次联系他们,确认他们是否找到了替代品,否则我们就直接入住。下午 3:30,由于无法免费取消,我们说我们会办理入住。我们在路上,多次给他们发短信/打电话,但他们没有回复(附图)。下午5点,他们说,“我们已经换房了,现在没有空房间了,所以我们不能让你入住,只有当agoda在12-13天后处理付款时,我们才能给你退款”。我们再次打电话给酒店,现在他们只是否认了伍德峰酒店不接受 Agoda 预订的事实,而且他们没有以我们的名义进行预订(录音附后)。下午6点,他发来录音(附后),称已经通过agoda退款,并进行了线下预订,客人将于晚上8点到达。此时天色已经太晚了,天已经黑了,我们没有地方住。所以我们在其他地方订了地方。现在,晚上 7 点,他们发消息说我们可以办理入住。
这个时候在一个新的城市,等了7个小时他们确认是否找到了替代者,或者他们会给我们一个房间或者他们会退款后,我们已经在其他地方订了房间。鉴于此,无法确认是否有可用房间,在山地车站进行长途旅行并不那么容易。
根据我对这么多电话和麻烦的了解,他们已经在线下找到了替代品,并且不想让我们办理入住,所以一直说有任何问题请联系 Agoda,也不想退款。由于我们之前提出了取消请求,酒店认为我们不会办理入住,因此预订了房间。但是当我们说,由于找到替代者是一个问题,我们准备办理入住时,他们没有任何可用的房间,所以他们一直要求更多时间才允许我们办理入住。最后,当他们确认有房间可供我们办理入住时,已经是晚上 7 点了,我们已经订好了位置,因为我们不能这么晚出行。一直以来,他们都说我们正在接受您的取消请求,所有问题都应该联系agoda,而agoda代表一直要求我们联系业主取消预订,最终导致我们没有地方住宿,我们预订了其他地方住宿并在那里办理了入住。业主非常不专业地处理了这整件事,导致我们去其他地方住宿并花费额外的钱,因为我们已经在 Agoda 上在线支付了全额费用。
(原文)
I made a booking at the Woodpeak Hotel, Nainital, from 14/04 - 16/04. I had a free cancellation window before 10/04 for this stay. I wanted to cancel it on 11/04....So I contacted Agoda for a free cancellation request and the request was directed to the property owner. On the other hand, I also thought of requesting the property owner separately for a cancellation....so I contacted them personally and asked for a free cancellation. They said, they would do it, if they get a booking offline for the room on the same dates. They will then accept our cancellation request through Agoda and issue us a refund. We contacted them everyday from 11/04 to 13/04 asking if they had got a replacement. They kept denying that they have not. When we were almost sure that they wouldn't find a replacement and our room would just go waste without us receiving any refund, we contacted them one last time to ask if they still found an replacement offline at 10 pm on 14/04 (our assigned check-in date). They said they are still looking for it and we'll have to wait for more time. We contacted them again at 2 pm to confirm if they've found a replacement or else we would just check-in. At 3:30pm, since free cancellation wasn't possible, we said, we will check in. We were on road, texting/calling them multiple times but they didn't respond (image attached). At 5pm they said, that "we have a replacement and now we don't have any rooms available, so we can't let you check-in and we would be able to issue you a refund only when Agoda processes the payment after 12-13 days". We again called the property, now they simply denied the fact that The Woodpeak Hotel does not take bookings from Agoda and they don't have a booking on our name (recording attached). At 6pm, he sent a recording (attached) saying he has already issued a refund through Agoda and made an offline booking where the guests would arrive at 8pm. At this point it was already too late and dark and we didn't have a place to stay. So we booked a place elsewhere. Now, at 7pm they messaged that we can check-in.
At this hour in a new city, after waiting for 7 hours for them to confirm if they have found a replacement, or they will give us a room or they will issue a refund, we had already taken a room somewhere else. Given that, there was no confirmation for an available room, travelling far distances isn't so easy in a hill station.
From my understanding of so many calls and hassle, they already found a replacement offline and did not want us to check-in so kept saying contact Agoda for any issues and did not want to issue a refund either. Since, we put a cancellation request earlier the property assumed that we would not check-in and thus made a booking for the room. But when we said, that since finding a replacement is an issue, we are ready to check-in, they did not have any rooms available, so they kept asking for more time before allowing us to check-in. Finally, when they confirmed, that they have a room available for us to check-in it was already 7 pm and we had already made taken a place since we could not travel so late. The entire time, they said we are accepting your cancel request, and we should contact Agoda for all issues, and the Agoda representative kept asking us to contact the owner for the cancellation, which eventually led us to having no place to stay, and we made a booking somewhere else to stay and checked-in there. This entire thing was taken up very unprofessionally by the property owner leading us to take a stay elsewhere and spend extra money given that we had already made a full payment online on Agoda.