Agoda - Booking cancelled for unknown reason and still sending me confirmation receipt

I am writing to bring to your attention a significant and embarrassing issue that my family and I encountered during our recent trip to Munnar, India. We made a booking through Agoda a month ago for Casa Montana, Munnar, with the reservation dates of *rd to *th June. Our Booking ID is *********, under the name.

However, upon our arrival at Casa Montana, we were shocked and disappointed to discover that there was no booking under our name. We were informed that our reservation had been canceled by Agoda for reasons unknown to us. This unexpected turn of events left us feeling helpless and frustrated, as we had been eagerly anticipating our stay at Casa Montana.

Understanding that mistakes can occur, we immediately attempted to contact Agoda for assistance. We sent numerous messages and made several phone calls, desperately seeking clarification and a solution to the situation. Regrettably, we received no response or assistance from your customer support team for a prolonged period of two hours. This lack of responsiveness only exacerbated our exhaustion and disappointment, as it was the first day of our trip and we had already encountered such a heartbreaking incident.

To date, we have not received any confirmation of our booking from Agoda, and the hotel staff informed us that they have no record of our reservation. This discrepancy between the confirmation received by email and the hotel's records has left us deeply concerned and disappointed. We were left with no choice but to find alternative accommodation at the last minute, incurring additional expenses and inconveniences.

Given the gravity of this situation, we kindly request that you prioritize our case and promptly investigate the circumstances surrounding the cancellation of our booking. We understand that mistakes can happen, but it is imperative that you provide an explanation as to why our reservation was canceled without our knowledge or consent.

Furthermore, we are now seeking a refund for the full amount paid for the reservation. We believe it is only fair that we receive a refund considering the inconvenience, frustration, and extra expenses we have incurred as a result of Agoda's error. We trust that you will handle this matter with the utmost urgency and professionalism.

In addition to the financial aspect, we kindly request that you address the lack of communication and unresponsiveness we experienced when attempting to contact your customer support team. It is crucial that Agoda improves its customer service and ensures that customers can reach out for assistance promptly and efficiently, especially in times of urgent need.

As loyal customers of Agoda, we have always appreciated the convenience and reliability that your platform offers. However, this unfortunate incident has deeply shaken our trust in Agoda's services. We sincerely hope that you will take this matter seriously, investigate the issue thoroughly, and provide us with a satisfactory resolution.

To facilitate the resolution process, we have attached all relevant documentation, including our booking confirmation, receipts for the alternative accommodation, and any other supporting evidence. We kindly request that you review these materials carefully and take appropriate action to rectify the situation.

We look forward to a swift and positive resolution to this matter. Please keep us informed of any progress regarding the investigation and refund process. If you require any further information or clarification, please do not hesitate to contact us at the provided email address or phone number.