CB Travel and Vacations Agoda I also have issues using price freeze option.

Agoda review: I also have issues using price freeze option.

Kim Cole of US

Sep 13, 2023 8:55 am EDT

Verified customer

Featured review

Aug 5 2023 I chose to book a Price Freeze option for a family villa in Bali. (Screen shot attached of confirmation of the price freeze rate AUD2642.92).

I then booked the Villa straight away as this was showing as the last one and I didn't want to miss it. ( screenshot of confirmation of cost of Villa frozen rate AUD2642.92, less deposit paid AUD128.00 and total balance Inc taxes fees AUD554.96 = $AUD3069.87)

Due date for final balance is 10 Sept. Screenshot of costings attached which are now in IDR currency?

6 Sept I write to Agoda to reconfirm the final balance as our family are splitting the costs evenly so I needed a final total. Response of screenshot attached. For some reason the deposit paid is included in the final balance bringing total balance to $3209.50 - as costings are now based on Agodas exchange rate of IDR to AUD there is a slight difference to the pricing. I did email and enquire about why the deposit is included in the final total when the Agoda terms and conditions for a price freeze is, as long as you booked your hotel within the Price freeze hold time the deposit will be deducted from the final balance. Which I did. I did not get an answer to this.

10th Sept Due date Agoda has deducted AUD$3351.75 screenshot attached.

10th Sept I emailed and asked why the total balance ended up costing more than the Villa when I booked @AUD 2642.922 as Frozen rate and also asked again about why the deposit was included and what benefit was there to booking a price freeze when it doesnt make any difference at all and you charge the deposit again in the final balance. Response attached.

I was very upset at this point as I had based the split costings for our family based on the $3209.00 - let's not forget this is including the deposit already paid.I posted a review about how disappointed I was with this as I have been using Agoda for a long time, with no issues at all. I feel very let down.

Desired outcome: I was hoping to at least have the deposit AUD$128.00 refunded being that it was paid twice.

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