Airasiago Cancelling My Hotel Booking After Taking Payment

[dubgaz]

Hi there.

First time poster to the site and unfortunately my first post is a complaint and I am hoping somebody here can help me with it.

I used AirAisaGo's website for the first time on Monday as I wanted to book accomodation in Koh Samui for this coming September. When I put in the dates the first hotel that came up (out of a choice of 138) was Samui Cliff Resort and Spa. There was an 'Exclusive Deal' with this hotel where the 8 nights in total was costing €54 for a deluxe room. A deluxe room with sea view was a lot more expensive at €440 in total.

I figured this offer was too good to be true but the fact it was an 'Exclusive Deal' had me thinking it might be a legitimate offer. Anyway I made the booking (half expecting the booking to be rejected). I got a confirmation email confirming the booking and a link to a Voucher that needs to be printed and brought to the hotel. I got a second email the following day again confirming the booking. The cost of the accomodation was taken from my account. However this morning I received an email from AirAsiaGo to say that my booking had been cancelled due to a misprice.

I am of the opinion that if a booking is made and money is taken from my account and I get 2 confirmation emails then a contract has been made between myself and the company. However I dont know anything about malyasian law so I was wondering if anybody here could tell me if I have any comeback with the company?

Thanks

Gary.

[whybother]

Did they refund the money in full?

[Mario2008]

You knew it to be good to be true. But you could use it to get some discount on the correct price.

[dubgaz]

Did they refund the money in full?

They havnt refunded the money yet. They said if I want a refund it will take up to 30 days OR I can book the hotel at the correct price and they will put the money I have already paid against that cost.

[dubgaz]

You knew it to be good to be true. But you could use it to get some discount on the correct price.

Hopefully so. It was just the fact that they actually took the money and confirmed the booking twice annoyed me. I suppose I will just have to play hard ball and see what happens.

[Bobr]

Hopefully it's just a coincidence that there is an ad for them above, but I've used Agoda dozens of times with no problems whatsoever, and I've never been able to beat their prices on any other website. No, I am not associated with them in any way; I'm just a satisfied customer.

I usually travel within Thailand on weekends and vacations and all my Agoda bookings have been within Thailand.

[LindsayBKK]

Seems they have it all covered. I just hope you get a full refund

but I am guessing they may charge you a transaction fee.

Then when you pay more they get you for another transaction fee.

Let us know what happens. Never booked hotel airasia I only use agoda.

7. Changes or Cancellations by Us

7.1 It is unlikely that we will change or cancel your booking once it is confirmed. If we do make changes then we will inform you as soon as we reasonably can. We reserve the right to make changes that are not significant and to correct errors in your booking details at any time without being liable to you.

7.2 We are only liable to you for significant changes. A significant change is one that we make to your booking before your departure that affects an essential term of your contract. Accordingly, a significant change is one that involves canceling the booking or a significant part of it or changing:-

1. Your destination;

2. Your booked accommodation to that of a lower rating as described on the rating system found on the hotel information results screen.

3. Your departure times by more than 12 hours or your accommodation occupancy period.

4. Your ground arrangements contracted with us (if applicable).

7.3 If we make a significant change then you have a choice. You may, as applicable:

1. Accept the changes; or

2. Accept substitute arrangements of equivalent or superior value that we are able to offer you; or

3. Accept substitute arrangements of lower value that we are able to offer you together with the difference in price between the original and the substitute arrangements: or

4. Accept a refund in the form of credit shell to be kept for a maximum of 3 months from the actual date of departure.

7.4 You must tell us which one of the above choices you make within seven (7) days of your being informed of the significant change we are making, or if your departure is less than 7 days from the date you receive notification you must inform us of your choice as soon as is reasonably practicable before the departure date. If we do not receive notification from you about your choice you hereby agree that you are deemed to have accepted option 7.3 (a).

7.5 We are not liable for any consequential expenses or losses. You agree that no compensation is payable in the event of significant changes made more than 14 days before departure because you have the opportunity to make alternative arrangements.

7.6 We are not under any circumstances liable to you in the event that the provision of the services and facilities you have booked is compromised in any way by an event or a combination of events that is beyond our control or that of our agents, suppliers or subcontractors or due to circumstances where liability is excluded here below. The events referred to above include (but are not limited to) the following:

* War or the threat of war;

* Riot or civil disturbance;

* Terrorist or threatened terrorist activity;

* Industrial disputes or threatened industrial disputes;

* Actions of national or local governments;

* Natural or nuclear disasters;

* Fire or flood;

* Adverse weather conditions;

* Technical problems to transport;

* Airports and ports being closed or full;

* Cancellation or changes to services of scheduled transport providers;

* Changes brought about as a result of recommendations made by any other government or international organisation or agency.[/size][/size][/font]

[WilliaminBKK]

Whenever I book I do it directly with the hotel, everytime I have booked with Agoda or others, I get the worst room and I cant make changes to the reservation at the hotel............I guess since these bookings are high cost for the hotels you get the worst rooms.

As for air Asia I would contact the hotel directly and explain your situation, maybe they will honour the rate. air Asia is just a middle man.

[simon43]

So you book an exclusive deal on their web-site, pay the money, receive 2 email confirmations of your booking, and then the web-site decides that the exclusive deal was a misprint, but you need to wait up to 30 days to refund your money?

I suggest you drop an email to the CEO of the parent company (Tony Fernandez), and tell him in very short words to either honour the misprint at his cost, or to refund your money pretty dam_n quick!!

Why should you suffer the problems for another person's mistakes??

Simon

[elshaheen]

Whenever I book I do it directly with the hotel, everytime I have booked with Agoda or others, I get the worst room and I cant make changes to the reservation at the hotel............I guess since these bookings are high cost for the hotels you get the worst rooms.

As for air Asia I would contact the hotel directly and explain your situation, maybe they will honour the rate. air Asia is just a middle man.

I've had very bad luck with Agoda and switched to another provider. those who promote Agoda's business practices are as guilty as the parent copy.

[Krungbin]

I never ever had any bad experience with Agoda, neither in Thailand, nor in neighbouring countries. So far...

As suggested by Simon43, why don't you drop a registered mail letter to Tony Fernandez himself? Better than an email...

[dubgaz]

Thanks everybody for the replies. Would anybody here know the contact details for Tony Fernandez? I have done a search on Google but cant seem to find the correct information?

Thanks

[sbk]

Hopefully it's just a coincidence that there is an ad for them above, but I've used Agoda dozens of times with no problems whatsoever, and I've never been able to beat their prices on any other website. No, I am not associated with them in any way; I'm just a satisfied customer.

I usually travel within Thailand on weekends and vacations and all my Agoda bookings have been within Thailand.

I thought you said Airasiago or they using Agoda for booking? If so, wouldn't you need to contact Airasiago first?

[LindsayBKK]

Added your complaint to their Facebook page.

Facebook Link

[Totster]

Thanks everybody for the replies. Would anybody here know the contact details for Tony Fernandez? I have done a search on Google but cant seem to find the correct information?

Thanks

http://www.tonyfernandesblog.com/

http://www.facebook.com/tonyfernandes

totster