Complaints

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I was going n *********** late two nights ago and needed a place to stay since I was stranded . I used the 3rd party booking app called AGODA to help make this reservation so its close to midnight as Im booking a room and there was nothing not one word about a security deposit. With that said i used all i had to get this room so i wouldnt be walking the Hollywood streets all night. So when i get there all seems well and then im told about a 50$ deposit. I explain to the lady ispend all i had making the reservation. So she says she can take ten dollars but the room better not be this or the other like threatening me. So i said can we cancel and if i can reach someone for the extra money i can rebook. She said yes. So we cancelled through AGODA. My sister sends me the money and i go back to the room this time its her husband. I explain to him what his wife and i spoke about he says k ok book the room. As Im booking it doesnt allow me to pick Wednesday it says Thursday cause after midnight. He said ok thats fine blah blah blah. Agin using all i had i booked the room. He get up out the chair tells no its for Thursday not now. I told him i just told y that and then he says give me one hundred deposit and maybe h*** allow me i said i just told you ur wife said 50. Long story short AGODA called to cancel the room. The man tells them no cause i knew there was security deposit which wasnt this case he said no cause of the date Long story short Im out of 105$ because he wont give my money back and AGODA card nothing about their customer only whos under there app. All this time *** been trying to get this money back cause they scammed me Never once on AGODA app does it mention a security deposit and wife says 50 husband says a hundred yet it says 150

  Business response

  03/25/2024

   

  The guest made a reservation for March 20th for one night,  Booking number   717124986.  Upon check in time the guest was asked for a deposit. He claim he did not know about  the deposit or anything was mention  on the  agoda app.  The non refundable reservation was cancelled without any penalty. He come again  and said he has the deposit and booked again on agoda but for a different day. He was advice to making the modified  for the day. he wanted. He  then want to cancel the reservation for March 21th which was again a non refundable booking.

   

  Property policies
  Children and extra beds
  Extra beds are dependent on the room you choose. Please check the individual room capacity for more details.
  All children are welcome.
  
  Children 0-17 year(s)
  
  Stay for free if using existing bedding.
  If you need an extra bed, it will incur an additional charge.
  
  Guests 18 years and older are considered as adults
  
  Must use an extra bed which will incur an additional charge.
  Others
  The minimum age required to check in is 18 years.
  Smoking or lighting up in a non smoking room can result in a USD 250 penalty and USD 100 cleaning fee.
  Check-in:
  No early check-in. If arriving late, 11:00 PM (23:00) or later, guest must contact the hotel to avoid cancellation and no-show charge.
  Check-out:
  A late fee charge is apply USD 25/hour for late check out.
  All guests checking in must present their ID and register with the front desk.
  When booking more than 5 rooms, different policies and additional supplements may apply.
  Some helpful facts
  
  Check-in/Check-out
  
  Check-in from
  
  Check-out until
  
  Reception open until
  
  Property announcements
  
  USD 150 incidental deposit is required upon check-in. Property only accepts deposit in cash and refundable upon check-out after room inspection.
  Parking is limited first come first serve. Please contact the property for further information.
  Due to security reasons, between ***** pm to 6.00 am the front door is closed. To gain access the Guests of the property can contact the property directly for assistance.

   

   

  Booking ID
  *********
  Reservation Information PREPAID
  Booking confirmation
  
  
  Hollywood Stars Inn
  (*********** *******
  City : *********** (**)
  Customer First Name ********
  Customer Last Name ********
  Country of Residence *************
  Check-in March 21, 2024
  Check-out March 22, 2024
  Other Guests [RmNo.1] ********************************* , [RmNo.1] *********************************
  Room Type No. of Rooms Occupancy No. of Extra Bed
  King Room Non-Smoking 1 2 Adults 0
  
  Rate Plan name: Room Only ()
  
  
  
  Benefits Included
  -
  Special Requests ( All special requests are subject to availability upon arrival. )
  NonSmoke, TwinBeds
  Cancellation Policy
  This booking is Non-Refundable and cannot be amended or modified .Failure to arrive at your hotel or property will be treated as a No-Show and will incur a charge of 100% of the booking value (Hotel policy).This booking is Non-Refundable and cannot be amended or modified. Failure to arrive at your hotel or property will be treated as a No-Show and will incur a charge of 100% of the booking value (Hotel policy).
  Room Extra Bed Other
  
  
  From - To Rates Promotion :
  Limited Time Offer. Price includes 10% discount!
  Rate Channel
  Package
  Website Language
  English
  
  Customer Notes
  Customer Info - Name: *********************************, Phone: -
  
  
  
  
  
  
  
  Attention Hotel Staff
  
  You need to ensure the following at check-in
  - Guest holds booking confirmation with the correct reservation details
  - Guest ********************************* is present and holds a credit card that ends with - (Do NOT charge this card)
  
  - Guest has valid photo ID
  Agoda Hotline (*************) : **************** | General Questions: *************
  Hotline instruction: Please have your property ID

   

  
  Dear Hollywood Stars Inn,
  Greetings from Agoda!
  
  With reference booking ID ********* as detailed below:
  
  Customer First Name: ********
  Customer Last Name: ********
  Customer Nationality: *************
  Arrival: March 20, 2024
  Departure: March 21, 2024
  Hotel: Hollywood Stars Inn
  City: *********** (**)
  Country/Region: *************
  
  
  
  This notification is to confirm your agreement to the guests cancellation request with no penalty fee/no charge for Agoda booking ID ********* at **********************.
  
  As discussed on 21 March 2024, Hollywood Stars Inn has agreed to waive all cancellation fees that would have been payable for this booking. If Hollywood Stars Inn has already charged for the booking or any cancellation fees, Agoda reserves the right to charge back or deduct the amount from future payments to Hollywood Stars Inn.
  
  Please feel free to contact us if you have additional questions.
  
  
  Regards,
  Fatima
  Agoda Customer Experience **********************

   

  Customer response

  03/26/2024

   
  Complaint: 21475442
  
  I am rejecting this response because first and foremost i didnt claim anything about not know about a security deposit. I never stayed there before nor was there anything mentioning the security deposit but I digress. Then i find out they have homeless people staying there how in the world are they paying a security deposit?  Ever once do they mention how they mistreated me. Never once mention how they were aware of the date change and my telling them that. But most importantly that didnt even apologize for having put me out on the street like trash. The room was pic its after midnight i was throwing a party to mess up the place? I would sleep wake up and go.  The security was the worst of the worst hes security and looking at me like i just robbed the motel. Anyway. All they did was copy and paste some policies and thats that. Never apologize never admit.  Nothing no mention of partial compensation so sad
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩