25.12.26This correspondence serves as a formal complaint and legal demand regarding Agoda’s failure to provide booked services, failure to notify cancellations in a timely manner, and failure to offer reasonable remedies, resulting in extreme inconvenience, financial loss, and distress to my family.
I made two confirmed and paid hotel reservations through Agoda. Upon arrival at the hotel, my family and I were informed that the property was closed due to renovation and that all reservations had been canceled. Agoda failed to notify us directly and in advance, leaving us without accommodations upon arrival.
This constitutes a clear breach of contract and a violation of consumer rights under applicable laws, including but not limited to:
Republic Act No. 7394 (Consumer Act of the Philippines), which protects consumers against deceptive, unfair, and unconscionable sales acts or practices, including failure to deliver paid services and failure to provide accurate, timely information.
Unfair Trade Practices provisions, as Agoda accepted payment for services that were not rendered and failed to disclose material facts regarding the hotel’s closure.
Failure to exercise reasonable care and due diligence, expected of a booking platform acting as an intermediary between consumers and accommodation providers.
Further aggravating this matter, Agoda made no effort to assist with rebooking, alternative accommodations, or emergency support, despite the cancellation being entirely outside our control. This omission reflects a serious disregard for customer welfare and basic industry standards.
I am therefore formally demanding the following:
Immediate full refund for Booking
Written confirmation that all canceled bookings have been fully refunded;
Prompt resolution of this matter to avoid further escalation.
Should Agoda fail to resolve this issue without delay, I will proceed with:
Credit card chargeback proceedings;
Filing a complaint with the Department of Trade and Industry (DTI) and other applicable consumer protection authorities;
Pursuing any additional remedies available under Philippine and applicable international consumer protection laws.
This matter requires urgent attention. I expect a written response and confirmation of refund immediately.
25.12.19 The photos online for Agoda was not what we found. Swimming pool not operational, grounds looks like they were one really nice, but the facilities really out of date with rust and sea salt worn metals and paint fading. Rooms were ok, but the rest rooms were really in bad shape. Shower was so bad looking that we couldn't shower. The best part of the place was the breakfast. I didn't sleep the whole night due to the staff walking and talking in the maintenance room right next to our room. Listen, Filipinos really don't care about courtesy basically. Loud music until well after 1am, there was noise from someone slamming on a table. Sari sari store near by charged my asawa 20 pesos per coke until she looked out and saw me standing way back and then changed to 25. Why is Bohol so popular? Foreigners really should find another country to visit.
