I am writing to express my extreme dissatisfaction and to file a formal complaint regarding two separate bookings I made through Agoda, which I believe constitute misrepresentation and, in the first instance, frankly fraudulent practices. These experiences have caused me significant distress, financial loss, and a complete loss of trust in your platform.My initial booking 1486417141 at OCEANUS (NHA TRANG) was a complete misrepresentation of what was advertised. The accommodations were not only substandard but were in a condition that posed a health hazard. The room was infested with cockroaches, making it unsafe and uninhabitable. The overall condition of the property was terrible and awful, far from what was depicted on your website.Booking ID 1545359980I found a better price for the same room at the same hotel on Booking.com. The price difference was $57 USD. I contacted Agoda and provided screenshots as proof. I requested that Agoda honor its "Best Price Guarantee" and refund the price difference as bonus credits.Agoda refused to honor its guarantee, claiming that the terms and conditions were different. The cheaper room on Booking.com required payment at check-in, while my Agoda booking required full payment upfront and was non-refundable. This is absurd, as Agoda should have matched the lower price or offered a refund so I could book the cheaper option on Booking.com.
