Agoda is cheating money by Price Freeze option. Review on Agoda

I have booked Orchid Hotel, Singapore for a duration of 1st Aug to 7th Aug through Agoda platform using “Price freeze option”. Price Freeze reference No: 627800418 dated 13th July 2023. The price freeze will expire on 27th July 2023. At the time of review, it is valid but Agoda is cheater/fraud and not replying mail properly.

1) I have Paid 16, 803/- on 13th July 2023 as advance to “freeze the hotel price” however when attempted to confirm the booking (through the link provided in the email received) the prices were varying between Rs.78, 000 INR to 1, 23, 000 INR which means the “price freeze” isn’t working. The amount was increased to INR1, 22, 891 instead of INR 76, 420. Although there is a commitment from Agoda that “We will cover the price difference for you of up to a maximum of INR 24, 710” in case of price increase, which is not complied in this case.

2) Irrespective of the frozen price, when I went ahead to book through the link provided. For higher prices (Rs 1, 23, 647), using my SBI card credit card, the system allows booking the hotel however, for lower prices like Rs.82, 134/- the system will revert with error “couldn’t pre-authorize the credit card” and declines booking.

3) Further, called Singapore call center on 14th and 15th July 2023 and discussed with Ms. Selvi, Mr. Kim and Ms. AJ for more than 3 to 4 Hours, but none of them could resolve the issue. To my surprise initially they could not locate my booking with Price Freeze Booking ID: 627800418. Have even asked them to provide a new link to continue with the booking but I was told it’s not possible to send a new link.

4) I was told about the issue with the credit card. When checked with the bank (SBI) they confirmed there isn’t any issue with the credit card, further, you need to note that the advance amount of Rs. 16803/- was made using the same card. Even after all diligence shown in raking up the issue and interest in confirming the hotel booking, Agoda could neither resolve the portal issue nor assisted sending any new link to proceed with the payment.

5) There is objective evidence that the Agoda has deducted the price freeze but in actual fact, it has not happened. Attached print screen wherein the pop-up appears that “Sorry- Someone’s just booked that room and we can’t complete your booking.”

6) You may further note, to prove the fact that the issue is only with the portal, I have made a fresh booking (ref# 1008203121) through Agoda for the same Hotel and same duration, this time, not used “freeze hotel price” but went on a normal mode & higher cost using the same credit card. The booking went fine and received a confirmation email as well.

The company representative refused to refund my deposit amount INR 16803.

It seems Agoda platform is not reliable and trustworthy. More incompetent staff don’t try to understand and resolve issue. Worst experience and they cheated my INR 16803.