I booked a 4-night stay at Casa Lola Deluxe Gallery in Cartagena through Agoda (April 26-30, 2025). Due to a severe cockroach infestation documented with photos, we had to vacate after one night.Casa Lola management handled the situation professionally, apologizing and formally approving a refund for the three unused nights. They provided written confirmation and proof they notified their booking partner (Hotusa/Keytel).Despite the hotel's documented approval, Agoda:- First claimed they needed to "check with their booking partner"- Then falsely stated "the property has confirmed it is unable to provide a solution"- Finally refused the refund citing "policies and guidelines"- Ignored multiple proofs including the hotel's formal letter and direct confirmationsAgoda appears to be retaining funds that the hotel has authorized for refund. Also, customer service provided contradictory information across multiple interactions & Agoda refuses to honor a legitimate refund approved by the service provider, unlawfully claiming internal policies supersede consumer rights.I have vast documentation available to prove all claims, including direct hotel confirmation of the approved refund.I saw the appalling reviews Agoda has on Trustpilot with such a miserable rating and still decided to book with them - clearly a mistake. These problems can happen to anyone who books with Agoda because they are simply terrible. The rating is definitely founded in reason. Don't make the same mistake I did - never book with these guys.**Update: Will revise if resolved satisfactorily**
