I am writing to formally lodge a complaint regarding my recent booking with Agoda in Tel Aviv on June 13, 2025.I had booked two rooms for two nights. During our first night, we were forced into a bomb shelter at 3 am due to an Iranian missile attack. By morning, the hotel was completely evacuated, and the hotel manager kindly offered us the second night for a future stay or a refund. We immediately evacuated north for safety and remained in private accommodation for 12 days, enduring extremely difficult conditions.When the situation stabilized and we were finally ready to return and use the offered rooms, Agoda refused to allow this, refused a refund, and even demanded a cancellation fee. Meanwhile, the hotel staff were cooperative and willing to help, but Agoda’s rigid and unsafe policy blocked any solution. Agoda even lied saying they had no confirmation of refund from the hotel when the hotel had clearly sent them an email.To make matters worse, we later learned that the hotel windows were all shattered the day after we left — fortunately, no casualties occurred thanks to the evacuation.A similar experience happened to me in September 2024 in Phuket, where I was advised not to travel due to a deadly storm. Agoda again showed zero flexibility or care for guest safety.I have been a loyal Agoda customer for years, but these experiences prove Agoda has no genuine interest in customer care, safety, or emergency contingencies. Instead, their policies place lives at risk by insisting guests remain in hotels during wars or natural disasters.I am requesting a full refund for the unused second night for both rooms and an immediate review of their emergency policies to prioritize customer safety and fairness. I expect their urgent attention and resolution to this matter.
