My name is Briana Rhymer. A couple months ago, on September *, ****, my friend Shenika Fahie, made a booking through the Agoda app for Bwalk Resort Rentals * studio room for the dates of October *, ****- October **, ****. $*** was to be paid for the booking and the remaining balance of $***.* was to be paid at the property. On September *, ****, the property charged my card $***.**. When we reached the property on the date of check in (October *, ****), no one (hotel side or condo side) could find the reservation. We contacted Agoda with the issue and they tried to assist us, to no avail. In conclusion, the booking was cancelled because the reservation could not be found. Agoda said I would get a refund within ** days. I ended up making reservations out of pocket for another hotel. Now, months later, I finally got in contact with Bwalk a few days ago (December **, ****) and the manager for the hotel portion of the property was able to find out that the reservation was for a private rental*condo. Again, as preciously stated, both sides of the property said they could not find the reservation. I got in contact with the condo side of the property that same day and they told me to email their reservations department about the issue. They, in turn, told me that a refund could not be issued because the room was available for check in that day. I explained to them the situation just like I’m telling you guys now, and they told me that Agoda did contact them on October *, **** but Bwalk’s financial department denied the refund. **I would like to know- if we tried to check in but was told that the reservation couldn’t be found, and then it was cancelled through Agoda because both parties said it couldn’t be found, why can’t I get my refund back??? It’s not making any sense. The same property that stated the reservation couldn’t be found is now saying that the room was ready and available for check in. I’m getting really agitated. I’ve tried to call Agoda directly but their line is busy or they are not accepting phone calls. Please help me because I don’t know what else to do and I just want my refund for a room we never stayed in because THEY told us the reservation couldn’t be found.
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