- Senior Citizens left on the street despite having Confirmed booking ^Closed

Melroy Pinto filed this complaint against Agoda on Mar 13, 2022

Here is the sequence of events:
*/Feb/** - I had booked the Dubai Marina apartment on Agoda website.
**/Feb/** - Subsequently the payment was deducted from my credit card and 'confirmation of booking' receipt was issued.
In between I had sent * mails to the apartment owner 'shahzxxxxxx@gmail.com' informing him of our arrival but there was no reply from him. I even tried the phone number listed on your website, but it was incorrect. I informed Agoda support about this but they replied they would make contact with him and get back to me.
**/Feb/** - One day before arrival Dubai, I was nervous as the accommodation problem had not yet been resolved. I called Agoda numerous times. They too had failed to contact the owner and assured me that they would relocate me. Later they sent me a mail informing me that relocation is only possible after booking commences.
**/Feb/** **:** hrs - Booking commences. Agoda reassures me they are working diligently to resolve my issue.
**/Feb/** **:** hrs - Later that day Agoda reneges on its promise of relocation, claiming that no accommodation was available in the locality, despite there being a number of apartments listed on their website. I had offered a suggestion of a place whose rate was now slightly higher than what I had booked for.
**/Feb/** **:** hrs - I arrived at the destination @ midnight. Since I did not have a local SIM card, I was unable to contact anyone or look for alternate accommodation. I was literally stranded on the streets of a strange country, with no place to go. Fortunately, the Taxi Driver came to our rescue seeing that we were two senior citizens and my wife was in tears. He found us emergency accommodation for which I had to pay a much higher rate.
**/Feb/** -Mr Ray from Agoda support contacted me on my Dubai number and appeared sympathetic. He was glad I found accommodation and promised to settle me for it and asked me to send the receipt.
*/Mar/** - Receipt for the alternate accommodation was sent to Agoda.
A standard reply of 'refund plus one-day extra settlement' followed within a few minutes, indicating that no time was spent in review or resolution.

I am horrified and disappointed with the behaviour of Agoda wherein after having a confirmed booking, and despite Agoda's numerous promises of relocation, I was left on the street in the middle of the night, for NO FAULT OF MINE. After subjecting us to mental trauma on that fateful night, instead of being sympathetic, Agoda heaps insult on injury by offering me a refund and an extra night in time-constrained Agoda cash. At this juncture, Agoda cash is of little use to us, and the refund is not enough to cover the money spent in securing last-minute accommodation. Please be aware that we are Senior Citizens who have spent a big chunk of our savings on this travel, and had to endure unplanned expenditure three times more on account of a failure on Agoda's part. This has shaken my faith in Agoda whom I have used in the past and believed was a reliable and safe way to travel.
I demand that Agoda reimburse me for my unplanned expenses as per the attached receipt as well as taxi fare of ** AED.

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