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Original poster

No refund from Agoda. Need Advice

12 replies

Happynuggets · 10/06/2023 10:27

We are traveling south to London during the summer holidays to meet our relatives. We booked a Travelodge in Kingston Upon Thames for 14 days in a row because we decided to spend a bit longer time traveling around. When I made the booking in Agoda, it was written clearly that a child at the age of 18 or below can stay for free (mine is a 5-year-old).

I paid and shortly after I received the confirmation in my inbox. The terms and conditions stated that the maximum number of people living in the room is 2, excluding children.

I was crossed and I asked Agoda for help. They knew something has gone wrong, yet refused to make any changes to my bookings or offer a refund (I have chosen the saver rate, that's true, but it is clearly Agoda's system error).

I have offered an olive branch stating that we can change to another Travelodge hotel nearby with a family room and if there is any difference in the price we are willing to pay. They just kept on reiterating that "no changes to the bookings are allowed".

I screen-captured the page before booking as I wished to ask my DH whether it was a good choice, looking back it might be a wise move as it was much more useful than that.

I don't want to lose 1 grand. What should I do now? AIBU to keep asking for a full refund from Agoda?

No refund from Agoda. Need Advice
No refund from Agoda. Need Advice
OP posts:
Greenfree · 10/06/2023 14:25

So are the travel lodge saying that your 15 year old can't sleep on the room with you on one of those camper bed things? When I've taken may DD to hotels they have just provided one of those small single beds that can be taken up or down. Your screenshot clearly shows 3 people so I would keep on at Agoda or her on touch with the travel lodge directly, were all 3 named on the booking?

ReviewingTheSituation · 10/06/2023 14:36

I'm not quite sure what the issue is? If the max number is '2 excluding children' then surely that means 2 adults (plus your child). So you're not exceeding the max number?

libraryquery · 10/06/2023 14:39

It looks like the child can stay free but because you've selected a standard room (1 double bed), rather than a family room, there is no child bed included and the child would have to sleep in your bed.

The image you showed of the details about the room shows there's only one bed in this type of room.

Clymene · 10/06/2023 14:43

ReviewingTheSituation · 10/06/2023 14:36

I'm not quite sure what the issue is? If the max number is '2 excluding children' then surely that means 2 adults (plus your child). So you're not exceeding the max number?

That's how I read it. But your 5 year old is going to have to share your bed

Original poster
Happynuggets · 11/06/2023 01:22

That is exactly the issue right now. I knew I have booked a double room with only one bed and my child would be perfectly fine sleeping with us tgt in the same bed.

I have put the names of all 3 of us.

The confirmation email only shows the names of the 2 adults. I called Agoda and they said the child is not allowed to stay with us.

No refund because it is a savers rate.

Hope that clarifies the matter.

OP posts:
HappiDaze · 11/06/2023 02:52

Who are Agoda and why didn't you book directly through Travel lodge ?

Lizzt2007 · 11/06/2023 04:00

Get in touch with the travelodge directly. Explain you've booked room for two adults and child through agoda but confirmation doesn't show child, and you're checking that they have you as two adults and child. I honestly can't see it being a problem as kids stay free anyway.

BusterGonad · 11/06/2023 06:06

Lizzt2007 · 11/06/2023 04:00

Get in touch with the travelodge directly. Explain you've booked room for two adults and child through agoda but confirmation doesn't show child, and you're checking that they have you as two adults and child. I honestly can't see it being a problem as kids stay free anyway.

This. Ignore Agoda as they are obviously inept. I try to only make bookings where you pay on the day, direct to the hotel. That way you can withhold payment if you turn up and it's shit. Admittedly I don't usually book in the UK so I'm not sure this works.

grass321 · 11/06/2023 06:11

Hotels are usually so big and anonymous that, if you can't get any joy, I'd say go and one of you do the check in. Provided you're happy to share one bed.

But not sure you could carry that off for two weeks.

nevynevster · 11/06/2023 06:34

I think you are worrying too much. It's a Travelodge! They won't be counting you in and out of the room. If you are happy being 3 in a bed then there's no issue.

The worse case is that if you ask for an extra towel they refuse. But you certainly won't be kicked out or refused check in.

If you are really worried just check in by yourself and have DP and DS stay out of sight

eurochick · 11/06/2023 07:30

I can't see the right hand side of your second screen shot. Did you search for two adults or two adults and one child?

Beautifulsunflowers · 11/06/2023 08:09

My sil always books a family room for 4 and there’s 5 of them. They do breakfast in 2 sittings too and always get away with it!
It will be fine I’m sure.

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