Cancelling through Agoda

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DH booked a hotel stay through Agoda. He didn't realise at the time that he hadn't received a confirmation e-mail.

We can no longer go, for medical reasons. The hotel has confirmed that we are booked in, but can't accept our cancellation because we booked through Agoda. But we can't cancel through Agoda because we don't have a booking number because we didn't get an e-mail confirmation.

If we don't cancel, we will be charged £700.

How can we cancel the booking?

Has he tried downloading the app and looking at ‘my trips’

He's looking at the website and it says he has no upcoming trips. But the hotel say they can see the booking.

Agoda have now confirmed we have a booking, but say we booked through Priceline, not Agoda (although the hotel say it is an Agoda booking).

Agoda say we have to cancel through Priceline.

Bump

Update. Attempts to cancel through Fineline have come to nothing. Our last day to cancel is Wednesday.

We've phoned the hotel again, who say we are not the first people to have problems cancelling through Agoda. Their records say we booked through Agoda and have to cancel through Agoda.

Agoda say we booked through Fineline, and have to cancel through Fineline. However Agoda has confirmed that they can see our booking, and have given us all the information we need, such as our booking reference number.

Our previous problem was that we didn't have a confirmation e-mail, and didn't have a booking reference number. We've now got the booking reference number, but all attempts to contact Fineline have failed.

We have asked our credit card if we can simply refuse payment, but they say that if we haven't been able to cancel by Wednesday, we will have to pay, then start a process to reclaim.

When my husband got home from hospital he was told to avoid stress. We don't want to give up trying to cancel and lose £700 just to avoid stress, because losing £700 will be stressful as well.

The hotel say we are not the first customers they've had who have found themselves in this situation with Agoda / Fineline.

Have any Mumnetters found themselves in this situation? What did you do?

Can you email Fineline or Priceline (you've said both??) saying you wish to cancel and are within the cancellation period.

At least when you're still charged you can reclaim via credit card and show you cancelled.

Send an email to the hotel, agora and Priceline clearly stating that as per previous communications you are cancelling trip - add all details and that you are doing so before the deadline of - date.
Say its been extremely difficult to do and you hope this will be actioned accordingly.
Sending to all parties will mean they can't say it wasn't received by the right party.

Then you have written proof for the CC company that you have cancelled in good time. Make sure you have all T&Cs and any more proof of contact will be good too to back up your charge back claim

Thank you.

Sorry, it is Priceline, not Fineline.

DH has found a thread on Reddit - Priceline Customer Service Nightmare from someone who has a similar problem, warning people not to use Agoda / Priceline.