Amita S.

My cousin has booked 2 rooms in Amrutha Castle through Agoda.com for her family comprising of her kid, husband and parents for 4-5 days starting from 22nd Dec 2018. They reached the hotel on 23rd Dec midnight around 1.30 am and on arrival hotel staff mentioned that booking has been cancelled by Agoda on 20th Dec. It was a surprise since no one from her family cancelled the booking. They asked for another room which the staff said, "not available".
She has called the staff on 21st Dec to re-confirm the booking and requested pick up service from airport on which Amrutha Castle staff quoted "yes your booking is confirmed" and they will arrange for car for pick up at mid night.
Question is if the staff is saying truth then:
1. Why did they didn't tell her on 21st Dec that her booking has been cancelled on 20th Dec? No one from Agoda.com called them to inform if anything like this has happened.
2. If booking is cancelled then why did they sent car and confirmed their arrival before pick up? They also charged Rs. 1800 for pick up from hotel for which the booking was cancelled. Is it not their responsibility to inform them before pick up that their booking is cancelled? Isn't strange?
She along with her small kid, husband and elderly parents were searching for hotels at mid night 2.00 am. Being Christmas and New Year almost all hotels were filled. They finally got one hotel which was very far from all sight seeing and they had to pay twice or thrice the amount since it was at short notice.
Does this kind of service / behavior acceptable from Agoda.com and Amrutha Castle? On top of this the staff was very rude and was not ready to accept their mistake. Also, later we learnt there are few more similar incidents happened with other customers as well.
I strongly advise everyone not to trust them and never book any hotel through Agoda.com

Amita