Dear Julie, I am very sorry that you experienced this obvious mistake in your booking with the Online Travel Agent (OTA), Agoda. It is very unfortunate, but it is unfair of you to blame us for it without evidence, unfair of you to claim that Joe did nothing to help, and unfair of you to rate us as 'terrible' when you have no experience of staying with us. I have investigated the matter thoroughly, so can now offer a full explanation: We could not understand how you seemed to have a 'booking', that had not come through to to our booking system so that the cheapest room that you had booked had shown as 'vacant' on our system and consequently had been booked by someone else who was occupying the room when you arrived. The system is automated, so this cannot happen - any OTA that is linked to our website booking engine are using our booking system, so anything that is booked this way will show up on our system, but this clearly did not occur and we were mystified as to what could have happened. Joe was telling you the truth when he said that he did not have your booking and when he said that we were not with Agoda and that he had never heard of them. We were with them, but we had not had many bookings from them and had previously severed our links with most of the OTAs because of their unscrupulous practices to gain their 15% commission on any bookings they pass on to us. When I looked into it with our booking engine providers, Eviivo, I found that we had received a 4-night booking from you back in February via Agoda but the records showed clearly that it had been cancelled in its entirety by you. Upon further investigation, Eviivo reported that you had cancelled at around 6 in the evening and by coincidence, we had closed our links with most OTAs including Agoda, earlier on at around 1pm on the same day. What seems to have happened is, that you cancelled (not amended) your booking and we received the cancellation, rendering those 4 days as vacant on our system and then at a later stage, after we had severed our link with Agoda, you 'booked' two nights for the same room starting from the same date with Agoda. However, they had either not realised or failed to inform you that we were no longer linked to them. They also took your money but did not, and could not pass the payment on to us. I have documented evidence of all of this and if you look at any major OTAs you will not find us listed with them. So that is what happened. Not our fault, but an unfortunate coincidence. Now Joe did not know any of this when you arrived in our entrance hall. He did know that there was categorically no booking in your name and that the room you claimed to have booked had been taken. He offered you and your husband another, more expensive room for the same price but your husband had lost his temper, saying that he had already paid, but Joe knew that we had not received any booking or payment and asked you to contact Agoda to find out what they had done, as we were not with any OTAs. We value all of our guests and really appreciate their business. We would never 'Bump' a guest. We had other rooms free that were offered at the same price as the cheapest room you had booked, so that puts that theory to bed. You were both understandably angry and upset, but had you called Agoda there and then, the matter could have been quickly and happily resolved for all parties. Unfortunately you refused to call them and left saying that we were "on the blacklist" and that you would stay with your friend, not giving Joe a chance of resolving the matter. We later received a call from Agoda, apologising that the booking had been cancelled and that they had refunded your money, and rightly so. They apparently, did not explain to you that they had taken a booking from an establishment that was no longer linked with them and taken payment that they could not possibly pass on. The whole matter is very unfortunate and Joe and I are mortified that any of our potential guests had suffered it, but we would always do everything in our power to help in any problematic situation. Sadly, if the potential guest just assumes we are in the wrong and not the agent, and won't allow us to help, then there is very little we can do. To add insult to injury you have decided to put your one-sided view on Tripadvisor, and that is your right. I am only glad that owners also have the right to respond. I wish you all the very best in your future travels and that you enjoy your stay at Fludha Holiday Let. Warmest regards Geraldine