Humane Attitude

<p>I made a booking through Agoda at the Ecolux Boutique Hotel and Spa in Komatipoort. for 2 nights (28 -30/12/2016) The booking was paid in full. </p> <p>On Christmas morning, 25 December 2016 at 00:15 my husband developed severe abdominal pain. He was admitted to Life Wilgeheuwel Hospital round about 09:00 that morning. A General Surgeon examined him and booked him to theater for a Gastroscopy. In the meantime, several blood tests were also done. During the Gastroscopy the diagnosis of Duodonitis was made. However, when the results of the blood tests were received, the doctor realized that my husbands condition was worse than expected. He was taken to Radiology for CT Scan, X-ray and Sonar. The results showed that a gallstone blocked his Pancreas tube, resulting in acute Pancreatitis.</p> <p>He was in a critical condition and was hospitalized for 19 days. </p> <p>I contacted Agoda on 27/12/2016 to inform them about our situation. The team member who answered my call was very sympathetic and asked me to send them proof of my husband's hospitalization in order to negotiate the situation with the establishment as well.</p> <p>I send the documents on 16/01/2017 and on 17/01/2017 they informed me that the booking was cancelled with FULL REFUND, despite their cancellation policy ( Cancellation Policy: Any cancellation received within 31 days prior to arrival date will incur a charge of 50% of the booking value. Any cancellation received within 14 days prior to arrival date will incur the full period charge. Failure to arrive at your hotel will be treated as a No-Show and no refund will be given (Hotel policy))</p> <p>On 21/01/2017 the full refund was deposited into my banking account.</p> <p>The compassionate way in which Agoda handled my request is admirable. They can be assured of my loyal support - I shall definitely use their service for future bookings.</p> <p>Thank you</p> <p>Mrs. Magda Kruger</p>