Rick customer agent was very terrible along with Sourahbi manager from Agoda. I hope no one gets to experience what I did! I am utterly disappointed! I paid for Free breakfast only to be told by the receptionist at Yooma Urban Lodge Brussels that I did not pay for the breakfast. I was on the phone asking for a refund but Rick said he cant give me 204 USD which is the amount of the breakfast that I paid for my 3 days stay at the hotel with my family. He said he can only give 137.4 USD which is the already the maximum refund thecan give and which is going to my Agoda Cash. I told him this is not fair for why would I get less from the amount I paid and in the first place its not even my mistake! In fact I told him it would even benefit Agoda for I am receiving an Agoda Cash and wont be refunded on my creditcard and which I need to use within 6 months. He said he was talking to his manager Sourabhi who said was trying to contact me on 2 different numbers I gave him but said I cant be contacted still. According to him his manager cant contact me even though I was on roaming and then he said Sourabhi emailed me on 2 different emails but then I never received any email! I actually believed he and the manager were lying the whole time! Really ruined my first day!! Been on my phone the whole time- morning till evening!! His reply was so late and wont even update me whats happening!! Been asking for his name and his manager for I was so frustrated with both of them but after asking him so many times only told me their names after 2 hrs. I told him Im going to screenshot our conversations for I was so disappointed and when I checked he deleted our previous conversations!!! I was so furious! Then suddenly he started not replying. I was so fed up that I said just give me the 137.4 USD and then suddenly I was transferred to another agent Benedict who initially said he will look into the convo said to hold for 5-10 mins I kept waiting. Eventually after 20 mins I asked if he still there and then after 10 mins Benedict replied saying he is now closing the the chat for an agent will be emailing me soon. When I tried to type I was already blocked. So I dont have a choice but to end the conversation. So so upsetting and disappointing I have no words with the service I received! I am very frustrated! Terrible terrible service with Agoda!!! Apparently, this is not new with them. Talked with the receptionist and I was told that they have plenty of experiences with Agoda where this company kept fooling customers with free breakfast so you will book with them! Terrible terrible company!!
